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Call Recording Solution
ZOOM CallREC is a PCI–DSS compliant multichannel interaction recording solution for contact centers and unified communications environments. The product scales from on–demand usage in small business up to large distributed contact center architectures and fully supports hosted and multi–tenant environments.
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 Search, list and replay calls and screen recordings
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 Recording rules Fine – grained access |
Meet ZOOM CallREC
Searching is fast and easy. Leverage the attached data that ZOOM CallREC collects from your contact center and CRM system and search by any parameters to obtain instant results.
ZOOM CallREC is designed to work seamlessly with Cisco and Genesys environments supporting on–site deployments as well as hosted and multi–tenant architectures. We also fully support recording on AVAYA AURA CM. Each release is thoroughly tested to support the latest IP PBX and contact center integrations.
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 CallREC Advanced Player  Visualize the Whole Conversation. On One Time line.
The Advanced Player
Get an instant overview of how a conversation developed over time. Customer interactions may be split into the individual pieces – IVR, in queue, talking to agent, on hold, consult calls and conferences. Displayed on one time line, the Advanced Player provides immediate visual understanding about all the actions that have happened.
Utilize the advanced features outside of the contact center. In case of a security incident or an emergency call, contact centers are capable of easy replay of complex call scenarios. The Advanced Player will allow for verification of the caller, the call direction, the time of call and the exact information passed.
 Multimedia Lifecycle Management  Relocate, Synchronize, Archive, Delete, Backup and Restore
Multimedia Lifecycle Management
Manage all recorded media centrally and define a specific management life cycle for each interaction type. Decide how the recorded media will move over time from local recorders to permanent storage and define the moment of final deletion. Manage your disk space usage in line with your compliance recording and storage requirements. All actions related to stored media can be defined based on rich attached data from contact center and/or CRM system giving you the flexibility to define different storage policies e.g. for credit card cancellations and outbound sales calls.
 On–demand Recording
Capture important information with the push of a button.
On demand recording
Use on–demand recording and the Cisco IP phone XML services to request for a call to be recorded. Request recording in the middle of the call or even after the call has ended. The entire call will always be saved from the beginning.
Anywhere in the world from your desktop
The intuitive web interface available in 10 languages (and counting) is accessible from any web browser.
Compatibility, Focus and Dedication
Cisco and Genesys Supported Inside Out
Deep integration with Cisco
ZOOM CallREC has been built in close cooperation with Cisco to support the Cisco IP telephony environment to the fullest and ZOOM CallREC has been certified as a Cisco compatible solution. ZOOM CallREC offers tight integration with both Cisco Unified Contact Center Express and Enterprise versions, which allows you to search in recorded calls by agent name, skill group, queue time, agent wrap–up and many other attached data. This integration makes ZOOM CallREC a true contact center recording solution.
Enterprise ready and Genesys OEM Product
ZOOM CallREC is call recording solution fully compatible with Genesys CIM and is offered by Genesys as part of their Quality Management OEM solution worldwide. This is a token of ZOOM CallREC's reliability, stability, scalability and performance. A true enterprise call recording solution.
AVAYA Integration
Fully featured recording integration with the Avaya Aura Communication Manager. Contact center integration supported for customers deploying Genesys contact center solutions on top of the Avaya PBX.
  
More Features
Flexible Recording Rules
Select the extensions to be recorded and the recording mode to be used based on a combination of time, percentage or attached data. Use flexible wildcards to select the extensions to be recorded or excluded. Combine call and screen recording when required using percentage based rules.
Full Auditing
A full audit log of every user action is stored to ensure a high level of security and allows for detailed analysis.
Fine grained hierarchical security and privileges
Setup users and groups in line with your organization structure and assign detailed individual or group permissions. Depending on your compliance requirements, define user password restrictions and policies.
Call Encryption
Encrypt recorded interactions when required to meet your compliance requirements.
Pause and Resume support
To fully comply with PCI–DSS (and other payment cards and financial industry requirements) CallREC offers ‘pause’ functionality that can be triggered anytime so that no sensitive data will get recorded and stored. The recording session can be resumed afterwards.
Key Manager and PCI–DSS Status Overview
Manage all encryption related settings such as certificates, keys and the encryption algorithm to be used. Confirm your CallREC setup and
PCI–DSS compliance status in a single view using the PCI–DSS Status Overview.
Local IPT calls support enabling:
- Redirection, Conferences, Transfers
- Parked and picked–up calls, barged calls
- Shared lines, extension mobility
- Calls directed to CTI ports / applications (e.g. IVR)
CRM Integration
Attach external CRM and Contact Center Platform data to recorded interactions for easy retrieval, definition of recording rules and analysis purposes.
Hosted deployment
ZOOM CallREC can be fully deployed as a hosted solution to provide call recording as a service to your customers. Use ZOOM CallREC administration to create a company, assign a numbering plan and to delegate the entire administration of recording to your customers.
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CallREC Advanced Player
