TDI has developed a series of Encore-related products for other specific requirements. For details or more information on these or any other TDI product, simply contact us
- AutoVerification Automatic, fully-compliant verification of telephone and other transactions.
- Soloist Monitor, record, review, and archive telephone conversations in remote or distributed offices.
- Web-based Playback Tools Monitor, transcribe, and validate recorded communications from anywhere in the world via Internet access
Use Automated Verification to lower the cost of order processing dramatically. With Encore's AutoVerification application call centers can:
- Automatically verify orders and other transactions.
- Rapidly review verification responses to assure compliance and detect fraud.
- Use Encore's Web-based tools to allow off-site or off-shore review or to transcribe recorded information.
- Easily interface with your database.
- Transfer callers to a live agent whenever help is needed.
- Provide complete and auditable reports.
Encore's AutoVerification is used by the nation's largest telecom companies and many other businesses. Actual net savings can exceed a dollar per transaction.
In the simplest scenarios a sales agent transfers the caller to the AutoVerification system. Before connecting the caller and the system the agent keys in a handful of data (their ID and the transaction ID typically), and the AutoVerification system takes over. A typical call simply validates that the caller authorizes the transaction.
In more complex scenarios AutoVerification looks up the details of the transaction and use its advanced Text-to-Speech capabilities to prompt the user with the details, providing an absolutely clear record of the transaction and the customer's approval.
Encore AutoVerification can also place calls from a database record. This provides additional security against agent fraud and additional operational flexibility.
With Encore AutoVerification you can record the entire call, just the verification section, or just the responses. Your needs will vary by application.
Typically a skilled reviewer can listen to just the responses and quickly validate that a transaction has been approved. TDI's advanced playback tools allow the reviewer to instantly switch from hearing the entire recorded conversation to the responses only, and back again. Of course there may be just 10 seconds of responses in a two minute phone call, so the agent productivity increase can be incredible.
Single user digital recording for calls worth saving.
Take the power of networked digital recording on the road with Encore Soloist, the perfect recording, logging and archiving solution for remote or distributed office use.
With Soloist you can digitally record entire conversations or partial conversations from virtually any telephone digital, analog, cell, and even PC-based "net phones."
Recording can be prompted via random, automated script-based, or manual "hot-key" control. A uniquely-designed interface connects to your handset and records directly to the hard disk of your Windows 95, 98, NT, 2000, or XP PC. Recordings can later be archived DVD, CD-ROM, or DAT.
Soloist is ideal for home agents, public safety officials, virtual call centers, and anyone else who needs the benefits and security of call recording. In network mode, virtual agents connected to a central server can be recorded automatically for service observation or order verification. And, Soloist allows you to comply with the Federal Trade Commission's Telemarketing Sales Rule 310.3(a)(3) which requires recording of certain telemarketing calls.
- Soloist includes all of the features of Encore™.
- Transaction verification can operate on "hot-key" or script-based control.
- Soloist builds a local call database. For virtual call centers it provides full network support, automatically uploading records from any number of agents to a central server. Use a WAN or Internet connection to live-monitor agent calls in real time.
- Soloist is ideal for liability recording. Agent calls can be recorded in their entirety and collected to the centralized data server where they are immediately available for review. Archiving options include DVD,CD-ROM or DAT.
- Use Soloist's service observation features to monitor or record remote agents on a random or pre-selected schedule. A complete forms and reporting package is included with our Advanced Service Observation Option.
- Soloist supports the same advanced control program interface as Encore(ECAPI). Any scripted application that works with Encore can be applied to Soloist for local or remote operation.
- Connection is easy.... A simple adapter links your telephone to your PC's existing sound card.
- Digitizing rate and format
- 16 kHz GSM (Microsoft WAV format)
- Optional (high compression) formats
- 8 kbps TrueSpeech (Microsoft WAV format)
- Recording Control Options
- Agent control, random, VOX, CT, or script-based control using our powerful ECAPI interface and DDE connectivity.
Windows 95, 98, NT, 2000, or XP, 128 MB RAM, Sound Card with Microphone Input, Adequate Hard Drive Storage, LAN/WAN connection optional.
Optional beeps only play when recording is active. Requires full-duplex sound card.
TDI Encore and CenterPlus offer cutting edge applications that use the power of the Internet to empower you to manage your call center and customer relations in ways that have never been dreamed of before.
Encore Web Explorer allows you to share your recordings anywhere, and facilitate the creation of truly global call centers. Web Explorer offers a secure streaming media interface and a natural language search so you can find the calls they need, when they need them, without training or special skills. Service bureau call centers have group-level security so customers hear only their own calls. Distributed centers use Web Explorer to integrate recordings across the country or around the world into a single seamless database.
Here is Encore Web Explorer's simple Filter Wizard. Simple and complex compound filters can be entered, or inexperienced users can use the Filter Wizard or a collection of sample filters. The Search in Results button allows a user to zero in on the desired recording in a few sequential steps:
The Results Frame shows the recordings that are found. The columns shown on this screen and their order may be customized according to each user's preference.
Encore's Web Transcription and Web Verification provide centralized call transcription and validation features. Alternatively, the web interface can be used for remote or offshore contract staffing.
Live Monitor allows you to share your calls while they are taking place with others inside and outside your call center. Requiring only a TCP/IP connection and appropriate security, Live Monitor streams the audio in a compressed format to any Windows PC. Powerful Computer-Telephony-based tools assure that outside callers only hear calls they should - an essential feature in a multi-client service bureau contact center. For remote telephone access to real-time call activity, like Live Monitor but accessible through any touch-tone telephone, choose AuditionLive.
