XTEND TECHNOLOGIES A PRESENTATION ON VOICE LOGGING SOLUTIONS . . . . Stretching Technology to New Horizons . . . .
ABOUT XTEND • Established March 1997 - Private Limited • Headquartered in Cochin, Kerala, INDIA • Eicon Technology Partner (IVRS) • Focus on FCT, IVRS, SMS, Voice Logging solutions • Best Innovative Products Award - IT Kerala 2000
PRODUCT RANGE • FIXED CELLULAR TERMINALS (FCT) • SHORT MESSAGING SERVICE (SMS) • INTERACTIVE VOICE RESPONSE SYSTEMS (IVRS) • CHANGED NUMBER ANNOUNCEMENT SYSTEM (CNA) • VOICE LOGGING SOLUTIONS
VOICE LOGGING SOLUTIONS Xtend Voice Logger is a multi-channel voice logging tool that works in cohesion with audio channels, IP, analog and digital telephone lines. Xtend Voice Logger helps in improving customer service by enabling your support staff and supervisors to review the actual telephone conversation with your customer, ensuring that you can immediately address pending issues quickly and fairly. Voice logs can be used to implement personnel performance reviews, perform self-appraisal and can be used to train customer support staff to handle calls in difficult situations. Continued...
VOICE LOGGING SOLUTIONS Continued... Monitoring performance of support personnel helps in the implementation of company quality assurance standards. The knowledge that business conversations are logged ensures that your support staff complies with the company guidelines on how to interact with customers. The presence of voice logs also ensures that records are maintained for resolving customer grievances and disputes.
STANDARD FEATURES • Audio logs of all calls. • User friendly, easy-to-use and browser-based user interface. • Multi-user login facility with different access levels. • Ability to search through call details to locate specific calls as well as matching records. • Flexible and easy to implement. • No change in the existing system configuration is needed. Continued...
STANDARD FEATURES Continued... • Voice quality is maintained as such. • Supports Analog, Digital and IP Telephone lines and any kind of audio input. • Quality voice compression and archiving capability. • Stores call details like incoming/outgoing, date and time of call, duration of call, caller ID, dialed ID. • Generate advanced reports.
ADVANCED FEATURES • Live monitoring via SIP/H.323/Skype/telephone. • Scalable across technology and over a wide range of product environment. • Transparent connectivity to IVR and SMS. • Call details may be retrieved using an IVR through mobile or PC. • The system could either dial or SMS you to alert a live call on a specific channel, Caller ID and so on. • Reports may be directed to the given e-mail ID. • Logging could be initiated as soon as specific words are recognized.
BROWSER BASED USER INTERFACE A standard ready to use application with a browser based interface is provided along with the Xtend Voice Logger. The browser Interface of Xtend Voice Logger helps the supervisors/ managers and the top-level management to administer and monitor many of the functions sitting in any part of the world. They can login to the browser interface and watch what is going on over the office phone. They can even go through the logged conversations and analyze different reports for further enhancement. The front end of the voice logger is a browser-based interface. Multiple users can be configured with different access levels in this system. Continued...
BROWSER BASED USER INTERFACE Continued... Facility is provided to allow users to search calls based on parameters like call status, dialed number, date, time, caller id, call duration etc. Being a browser based system one can access this from anywhere on the local LAN or even through the Internet. One can listen to the recorded conversation by clicking on the play icon. One can also view the details of the current live calls using the browser interface. Optional feature can be added to allow users to listen to live voice calls using VoIP (SIP/H.323 and Skype) or even by dialing into the system from a phone (landline or mobile).
VOICE LOGGER USER INTERFACE (SCREENSHOTS) ç LOGIN MENU MAIN MENU è
VOICE LOGGER USER INTERFACE (SCREENSHOTS) ç LIVE CALLS LOGS REPORT è
VOICE LOGGER USER INTERFACE (SCREENSHOTS) ç SEARCH MENU ADMINISTRATION è
VOICE LOGGER USER INTERFACE (SCREENSHOTS) ç CONFIGURATION CONFIGURE TRUNKS è
VOICE LOGGER USER INTERFACE (SCREENSHOTS) ç BACKUP MENU RESTORE MENU è
VOICE LOGGER USER INTERFACE (SCREENSHOTS) ç DELETE MENU LOGOUT è
XTEND VOICE LOGGER MODELS Xtend provides voice logging solutions in two broad classifications: PC BASED VOICE LOGGING SOLUTIONS STANDALONE VOICE LOGGERS
PC BASED VOICE LOGGERS PC-based Xtend Voice Logger comprises of a USB Device or PCI Voice Card plugged into a personal computer running Xtend Voice Logger software. For installing PC-based Xtend Voice Loggers, you require an ordinary PC with any 2+ GHz microprocessor with a minimum of 256 MB RAM and a CD Drive. The PC should have Windows XP Professional/2000/2003 Server operating system running on it. At least 80GB hard disk storage space is needed in the computer system to store the voice logs.
PC BASED VOICE LOGGER MODELS ANALOG PC-based analog voice loggers work on Plain Old Telephone Service (POTS) lines on either trunk lines or extensions. DIGITAL PC-based digital voice loggers work on E1 (ISDN PRI / R2MF), T1, ISDN BRI and Digital PBX lines. AUDIO PC-based audio voice loggers directly record audio from any equipment connected to the logger as ‘line-in’. IP PC-based IP voice loggers snoop on TCP/IP networks to record audio carried on SIP, H323, IP PBX and other VoIP connections.
ANALOG VOICE LOGGER (USB) USB-based Analog Xtend Voice Logger lets you record details of calls on an analog trunk line. Being a passive logger, this does not introduce any quality degradation to the voice conversation or make any changes to the system-signalling etc. No change in the existing system configuration is required to install Xtend’s Voice Logging Solutions.
ANALOG VOICE LOGGER (USB) PACKAGE The USB-based Analog Xtend Voice Logger pack comes with a hardware unit and installation CD.
ANALOG VOICE LOGGER (USB) POWERFUL INTEGRATION USB-based Analog Xtend Voice Logger hardware comes with 1-port, 2-port, 4-port and 8-port models. For higher line densities, these 1-port, 2-port, 4-port and 8-port models are cascadable. Even if the hardware will physically look as different devices, the Xtend Voice Logging Solution software will treat it as a single unit. This helps the user to monitor the whole voice logging system in a single user interface. And, the user gets all the details and reports from the system in a consolidated manner from the user interface as if they are generated for a single voice logger hardware unit.
ANALOG VOICE LOGGER (USB) MULTIPLE PORT SUPPORT Since the desktop PCs now come with a minimum of 4 USB ports, there is no need to upgrade the computer system to connect up to 4 Xtend analog voice logger devices (32 ports). If more voice loggers need to be added, one could use an USB Hub to increase the number of USB ports. MULTIPLE SIDE MONITORING The USB-based Analog Xtend Voice Logger is capable of monitoring trunk-side, extension-side or both sides voice recording. The connections can be made accordingly as the situation demands.
ANALOG VOICE LOGGER (USB) AN EXAMPLE OF 2-PORT VOICE LOGGER DOING TRUNK-SIDE MONITORING
ANALOG VOICE LOGGER (USB) AN EXAMPLE OF 4-PORT VOICE LOGGER DOING EXTENSION-SIDE MONITORING
ANALOG VOICE LOGGER (USB) ADVANTAGES Cascadable models for higher line densities to suit user's requirements. Multi-port functionality for trunk-side and/or extension-side monitoring. Powerful software tools to integrate multiple voice logging hardware units into a single user interface. User-friendly easy-to-use user interface. Supports DTMF and FSK caller-ids for incoming calls. High-quality crystal-clear voice recording. Backed by 24x7 service and technical support.
DIGITAL VOICE LOGGER (VOICE CARD) Xtend Voice Logging solution lets you record details of calls on E1 (ISDN PRI / R2MF), T1, ISDN BRI and Digital PBX lines. Being a passive logger, this does not introduce any quality degradation to the voice conversation or make any changes to the system-signalling. No change in the existing system configuration is required to install Xtend's Voice Logging system. Xtend Voice Loggers works with Dialogic Diva Server cards for ISDN PRI lines.
DIGITAL VOICE LOGGER (VOICE CARD) THE ILLUSTRATION DEPICTS DIALOGIC DIVA SERVER VOICE LOGGING CONFIGURATION
STANDALONE VOICE LOGGERS Standalone voice loggers are devices which contain all necessary components to implement voice logging. They do not require a personal computer to function. Typically standalone voice loggers require only the necessary power supply, telephone lines to log and an optional ethernet connection.
STANDALONE VOICE LOGGERS MODELS ANALOG Standalone analog voice loggers work on Plain Old Telephone Service (POTS) lines on either trunk lines or extensions. DIGITAL Standalone digital voice loggers work on E1 (ISDN PRI / R2MF), T1, ISDN BRI and Digital PBX lines. AUDIO Standalone audio voice loggers directly record audio from any equipment connected to the logger as ‘line-in’.
CONTACT INFO Xtend Technologies (P) Ltd. ‘Blue Hill’, Kalathiparambil Cross Road Ernakulam South, Cochin - 682 016, Kerala, INDIA Phone: +91-484-2378008, 3291008 FCT: +91-9388686080 Telefax: +91-484-2378008 Website: http://www.xtendtech.com General Enquiries email@example.com Product / Sales / Marketing Enquiries firstname.lastname@example.org Technical Support / Configuration Enquiries email@example.com Office Hours: 9.30 am to 7.30 pm Monday-Saturday. We are at +5.30 hrs GMT. Office Hours: 9.30 am to 7.30 pm Monday-Saturday. We are at +5.30 hrs GMT.