|Globitel installed its digital call monitoring system, SpeechLog, for Fastlink’s new 150 seat IP call center
|Globitel installed its Digital Call Monitoring and Agent Evaluation System, SpeechLog, at Fastlink’s 150 seat IP Call Center in September 2003. The system installed integrates with Cisco’s IP Call Center, captures activity on the agent’s computer screen during the recorded call and includes a module for evaluating agent performance.
Fastlink, the first GSM Operator in Jordan, had newly installed a Cisco IP Call Center and needed a call monitoring system that is capable of recording calls over the IP network, as opposed to the traditional line tapping method used to record calls in circuit switched networks. Fastlink also needed a solution that is capable of handling the large amount of traffic generated by their call center.
Globitel had released version 6 of their Call Monitoring System, SpeechLog, with VoIP support and completely web based user interface. The system included a quality assurance module that allows supervisors to track the performance of call center agent using a customizable set of criteria. The new release also supported recording the agent’s computer screen activity during the recorded call. Supervisors can play the synchronized telephone conversation and the screen activity to re-live the full experience of the recorded call.
Fastlink was especially pleased with the SpeechLog’s distributed architecture, allowing the system to be easily expanded to handle additional traffic. The system uses standard off the shelves computer hardware components, so there is no need to stock expensive, proprietary hardware for spare parts. “I was very impressed with the ease of use and effectiveness of the web based agent evaluation module.” Said Mr. Sulayman Elayyan, a Contact Center Supervisor at Fastlink.
SpeechLog is a reliable digital recorder of telephone and radio conversations, using industry standard voice processing boards with superior sound quality and minimal storage space requirements. SpeechLog can support analog and digital lines, with a channel capacity ranging from two to thousands of channels. Thousands of recording hours can be available online, with an unlimited number of recording hours available on archived media.
Globitel (www.globitel.com) is a leading provider of various converged telecom solutions including unified messaging, digital recording and monitoring, contact centers, IVR systems, message delivery platform and other custom solutions.
We develop, integrate and deploy state of the art solutions that enable our customers to enhance their business and achieve their goals. Our strong engineering background and customer-oriented approach allow us to provide our customers with the solid products, services and support.
Globitel has become a market leader for Converged Telecom solutions in the region with more than 1000 installations and an export market covering more than 23 countries around the world.
Our solutions can be integrated with other telecom equipment, including public/ GSM switches, telephone systems, call centers, SMSC’s…etc using standard protocols and interface such as SS7, PRI/BRI, R2, SMPP for SMS, TAPI and more.
Fastlink (www.fastlink.com.jo), Jordan Mobile Telephone Services Company Ltd., founded in 1995, was the first operator to introduce mobile phone services into Jordan. In just a few years, the company earned its reputation as the most progressive telecom operator on the region in terms of competitiveness and readiness to adopt new technologies and deploy cutting-edge services.