– Vendor needs to provide call recording services software. – Provide support on the Customer–installable Open Database Connectivity Software connection with Avaya Call Management System• Deploy sync application• Deploy one standard integration to Unified Communication or Contact Center platform• Confirm Unified Communication or Contact Center platform data is syncing to quality management• Ability to record both voice and video of call center agents.• 100% voice recording• 25% video recording• Live Screen and Audio monitoring• Record on Demand– Ability for agents to flag calls for recording in real–time including at the end of an interaction.• Rule based contact selection for recording and evaluating• Accurate metadata tagging with advanced search capabilities• Secure storage minimum 256–bit AES• Post call surveys• Customizable dashboard and reports• Unified playback for evaluation– Audio and screen recording combined with evaluation forms in one user friend window.• Individual and bulk exporting of call media in WAV, WMV or WMA file types• Personalized agent dashboards
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