11 August 2014
Jasco has
announced the availability of the new DataVoice DVLink desktop application, an add-on
to the proven DataVoice Libra voice recording solution. DVLink enhances the
capabilities of Libra through an intuitive, easy-to-use dashboard that makes
both the call and recording status visible to telephone users, and provides them
with customisable call tagging and recording control functionality. By enabling
users to enrich the recording meta data with additional information, more
effective classification, transaction linking, search, retrieval and reporting
becomes possible.
“DVLink was
developed in response to feedback from our customers who wanted a variety of
additional desktop recording control and tagging options for their voice
recording system, particularly in situations where there is no method of
automating this functionality. For example, recording on demand is ideal for a business
environment where legislation does not require calls to be recorded, but where
recording of specific conversations such as threats or that big deal could be
useful,” explains Pieter Esterhuyse, Product Manager: DataVoice at Jasco.
The DVLink dashboard
conveniently displays call status and duration, telephone number(s) as well as
the recording status, using very little screen real estate. These visual status
indicators assist the user to ensure that legally required calls are being
recorded for compliance purposes.
DVLink’s rich
tagging function has several flexible configuration options. The tag window can be configured to launch
automatically based on a call status, e.g. the start or end of a call, or on
demand. Automatic prompting of user input helps to create a workflow that
ensures the right information is captured reliably and at the right time. Customers
can further customise the tag window contents to their unique requirements,
e.g. recording field selection, field names, predefined options and/or free
text input.
By adding
information such as account numbers and policy numbers, the recording retrieval
process can be dramatically simplified, and transaction linking can be
performed without the need for costly integration into back-end systems such as
CRM. Tag validation is preconfigured to ensure user tags comply with given
parameters, e.g. a number range or minimum length for a text note. Automated tags can be added based on a configurable
time-out or wrap-up time expiry, enabling customers to monitor process
adherence by their personnel. Last, but
not least, a recording reference is placed on the Windows clipboard
automatically, making it easy for users to update in-house systems with a
cross-reference.
The dashboard
also features a start/stop and keep/delete function for manual recording
control. During a call the user can be allowed to instantly start and stop
recording, or to toggle a keep/delete decision during the call as well as
during the wrap-up phase after the call. In addition, DVLink features a
blank/unblank function, which enables the user to mute a specific portion of a
recording, for example when credit card details are given over the phone,
thereby providing off-the-shelf compliance with the Payment Card Industry Data
Security Standard (PCI DSS).
“DVLink integrates
seamlessly into existing DataVoice recording equipment, offering an affordable
solution that adds functionality without requiring investment into development
or integration. In addition to the recording control functions, its powerful tagging
function enable two-way linking of recordings and CRM-type records and allow
selective storage based on user tags to ensure that each recording ends up in
the appropriate location. All permissions and functionality are fully
customisable at a highly granular per user level, depending on site and user
requirements,” Esterhuyse adds.
DataVoice DVLink
is available immediately from Jasco.