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Features and Benefits
SonicView is simple and easy to use. The solution offers affordable options for customers starting from a single port to a server-based system with multiple ports. A single port personal desktop system can be scaled easily to a distributed system for multiple users with centralized storage and access with growing needs of the company still protecting the investments made incrementally – something that other vendor solutions cannot provide.
The only solution of its kind in the market, SonicView provides users with a variety of features and benefits:
Access and Playback for call recordings - Powerful search and playback features are very easy to use. Quick search by agent, date/time, phone number, duration and many other parameters. Meaningful reports that are available in the reporting software allows for quality assurance and to measure and manage productivity.
Universal Recording formats - Standard .WAV, mp3 and secure proprietary file formats (mp3 option supported in certain vertical application flavors only).
Effective file compression techniques - High level of compression allows for 168 hours of recordings storage with 1 GB hard disk space.
Security - Secure proprietary format provides additional security. Tamper proof recordings with SHA256 – highest level of security that you will ever need (supported in certain vertical application flavors only). Comprehensive user management options allow for restricting user access as desired and providing flexible and seamless access for supervisors and managers.
Manage recordings - Play recordings, add comments and share with others by email or export function.
Reporting – Graphical or tabular formats that can be viewed on demand by supervisors or can be exported to a variety of standard formats including pdf, Excel.
Agent Grading / Call Scoring – The module allows supervisors to evaluate agent calls using flexible weighting techniques that can help score calls and improve agent performance.
Advanced tuning for professional quality – The solution supports voice-activated recordings with automatic tuning and flexible gain control for each side of the conversation independently.
User-friendly volume controls - Helps users to manage the levels within the software alone – there is no need for adjusting master volume. Hence each user can have their custom settings.
Simple click and send email - Compatible with popular email clients such as Microsoft Outlook, Outlook Express, Mozilla Thunderbird and universal SMTP clients. The feature can be used to send recordings as attachments to anyone from within the software.
Advanced Features
Enhanced filters for recordings – Filter by caller, notes and more. The powerful management tool enables the supervisor to flag calls based on importance and annotate the recordings with important search and access keywords.
Bookmarks – Flag an important part of the call and add special notes for training and review.
Notes – Agents can take notes on calls using the SV Agent desktop software. Search and playback software can look for keywords in the notes for easy access to the recordings later.
Slice recordings – Users need only to focus on sections and send the relevant portions for review.
Speed Control – Very legible playback options that help save time and productivity.
Enhanced Security - Windows security model, Tamper-proof recordings.
SonicView is the only solution that can offer cost-effective fully digital single port recorders as an entry into call recording with the capability to expand to a larger system in incremental stages that are equally cost-effective. SonicView can record every type of call (inbound or outbound), irrespective of carrier, PBX or call direction.
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