| || |
Screen capture for quality management
Verba Screen Capture module is an optional building block of the Verba Performance and Quality Management system. Contact center supervisors, managers are now able to monitor and evaluate agent performance by recording the content of the agents' computer desktop screen during the calls.
Lightweight and centrally managed capturing agent
The lightweight screen capture agent module is installed on the agent computer and it automatically records the screen activity during the agent's calls. The recorded screen capture video files are automatically uploaded to the Verba Media Repository server, where the files are merged with the audio counterparts, providing a single, synchronized media file for playback. The upload process is configurable and it supports scheduling. As all other system components, these screen capture modules are also configured and managed centrally. Administrators can simply apply a common settings for all agent computers by a single mouse click, through a configuration profile on the web based management interface.
Efficient screen capture video codec
Verba Screen Capture module utilizes a new video encoding mechanism called Verba Screen Codec (VSC). The codec was developed in house and leverages the latest compressions and optimalization techniques. The VSC provides lossless and lossy encoding options with the ability to configure the resolution, color depth and quality. Compared to other lossless screen capturing codecs or lossy general video codecs, VSC provides a significant benefit in terms of speed, resource consumption and file size.
Payment Card Industry Data Security Standard (PCI DSS) or other policies require to control the screen capturing by pausing and resuming the process when certain conditions are met, e.g. card holder PIN code is entered by the agent on the screen. In order to comply with these requirements, Verba Screen Capturing module has a powerful, standard based Application Programming Interface (API).
"We need to retrieve calls several times a week, search and playback is very easy. Sound quality is stunning."
"Your system was recommended by our Cisco integrator. We use one central system to record multiple remote locations. It just works."
"Your solution is almost too good, brokers and traders constantly use and rely on the playback facility as it is so simple to use."
"Using your BroadSoft compatible Service Provider Edition we are now able to offer professional call recording as a service to all our telephony customers."
"As a Cisco integrator, we are very happy with both your product and your company."
"Your system is reliable and user-friendly. It fits in really well to the rest of our IT infrastructure, simplified maintenance provides increased recording stability."
"Our banking customers are very satisfied with your system."
"We have found your solution on the net. Your product and support is really good, it properly solves our legal compliance and training requirements."