Praetorian

 

Overview

The Praetorian voice recorder provides full time liability recording, random recording for quality monitoring and recording on demand. Praetorian lets you digitally record and store every agent-customer interaction to redundant hard drives and instantly find, access and replay any call recording directly from the desktop. In addition, Praetorian routes call recordings via email and archives them to durable, space-saving, removable external hard drives for desktop access to unlimited hours of call recordings.
Praetorian includes Report Commander for easy reporting and immediate statistics, Voice Archive for unlimited storage, Report Archive for storage of critical data, Control Tower for centralized management, Instant Retrieval for immediate access, Real-Time Voice Monitor for monitoring calls as they happen, Digital Signature for authenticity verification, Instant Messaging for real-time training and agent coaching, and a host of security and single-point control features.
Praetorian Standard can go up to 48 digital/VOIP/Analogue channels
Praetorian Professional can go up to 240 channels on one server and multiple servers can by seen as one recorder. With Pro you can also have the added module of Report Comander Pro, Screen Recording and Quality Monitoring

Quality Monitoring

Quality Monitoring enables contact centre managers to easily evaluate agent performance, identify low-skill areas and set benchmarks for agent productivity. Increase customer satisfaction by monitoring and evaluating agents to identify training and coaching needs. Provide best-practice procedures and examples for agents to help them learn to handle calls more effectively and efficiently-the first time.

Recording and monitoring calls in conjunction with corresponding screen data allows you to have direct control over your contact centre's performance. Mentor QA Suite™ provides the necessary tools to improve your agents' performance, and deliver quality service to your customers while presenting a consistent and accurate corporate message.

With the Mentor QA Suite, you will ensure that every customer has the best possible experience whenever they call your company.

Business Information

The Business Information Suite is a flexible and easy-to-use contact centre analysis and reporting tool that enables you to gather telecom business intelligence using customised KPI’s - Key Performance Indicators, enabling a comprehensive view of contact centre performance.

The core of the Suite is the Report Commander Pro which integrates data collected from the PBX or ACD system, as well as CTI and enterprise databases to account numbers, companies and contacts in customer record databases, and to call recordings, screen captures and attachments to calls; all in a single, intuitive interface for data analysis, secure intelligence and report generation on virtually any criteria.

Business Intelligence options include Usage and Cost Accounting that reports on Call Management Statistics, Enterprise Network Licensing that supports multiple users, Multi-Site Integration that centrally generates reports from separate sites, Centralized Collection/Reporting that combines data for integrated reports and Voice/Data Replication for redundancy and disaster recovery.

Screen Recording

Lets you record workstation screen actions and replay in sync with voice recordings. Screen Capture provides greater control and information feedback to supervisors. See What Your Agents are Up To:

Screen Title Tracker tracks agent workstation windows opened during calls to ensure efficient use of time. Train in Real-time and assist with Critical Calls
Remote Screen Controller takes over an agent's mouse and keyboard from another workstation for hands-on training and assistance right when it is needed. Review Wrap-Up Procedures
Post-call capture continues capturing screens for a designated number of seconds after a call has been completed. Monitor multiple agents from your desktop
Specific user view gives supervisors greater flexibility in accessing individual agents without changing screens. Expand Your Control
Get automatic notification by designating what and when to trigger screen capture with Window title and API triggers. Maintain Optimal Computer Speed and Operation
Optimized CPU usage reduces the impact of screen capture on system operations