Voice and Video Recording Spotlight

There's been a lot of excitement with ISI (News - Alert) and Verba's Voice & Immersive Video Recording since the ISI-Verba partnership was announced last month. In an effort to help your customers further identify the extraordinary benefits of this solution, we offer two spotlights surrounding Voice & Immersive Video Recording.

Silent Monitoring

One of the biggest benefits of Voice and Immersive Video Recording is in the contact center environment. The ability of a supervisor to listen in on any Verba user's calls from a centralized web-based interface provides a level of Quality Control that is absolutely necessary in today's service-based arena. This helps ensure employees are handling customers properly, and allows a supervisor to review and approve the service quality.

Silent monitoring aids in providing fact-based documentation for employee evaluations and provides the tools to effectively coach and teach new representatives. This promotes consistency within the training agenda, and allows for new representatives to grasp what works and doesn't work during a support call. Voice & Immersive Video Recording works with any supported phone system including Cisco, Avaya (News - Alert), and Microsoft.

So how does silent monitoring work? First, a supervisor must know an agent is on the phone utilizing the Verba web console (unless contact center software is used). The supervisor then picks up a headset and dials a special number and extension of the phone. The three-party call is complete! The silent monitoring feature is built into CUCM and the supervisor can switch between agents with a quick click of the mouse.

In a world where service could make the ultimate difference in securing and maintaining a customer's allegiance, it's important to have the tools necessary to facilitate elite-level customer service. Utilizing Silent Monitoring is one way to maximize the potential of ISI and Verba's Voice and Immersive Video Recording and ensure Quality Control and a positive customer experience.

Voice & Video Recording in Healthcare

If there is any industry where adequate documentation is non-negotiable, it would be the Healthcare industry. Failure to provide full factual account or diagnosis could not only be the line between life and death, but also the line between a thank you note and a career-tainting malpractice suit. Deploying Voice and Immersive Video Recording in the healthcare workplace provides healthcare workers the ability to record interactions with patients that, upon review, can provide unequivocal proof of what was and wasn't said in a conversation with a patient.

Voice and Video Recording also can eliminate the need to rely on notes and hearsay between ER personnel and inbound EMTs or patients. Recording emergency room ambulance calls allows doctors and nurses to replay the conversation word for word to better prepare for arrival of a patient, which can ultimately save lives. Healthcare centers can also deploy Voice & Video Recording to create a miniature call center, allowing for centralized scheduling, patient quality follow-up, and even a useful "Ask-the-Nurse" hotline to provide medical advice for parents and patients who have questions that wouldn't otherwise require an actual office visit.

Centralized Physician Dictation Service provides doctors and physicians the ability to call into an office from anywhere to dictate charts, facilitate orders, and follow-up on patients. This is particularly useful for medical personnel who practice from more than one office or hospital. Healthcare centers can also use Voice and Immersive Video Recording to practice the use of telemedicine, which is becoming more and more prominent in today's Digital Age. Telemedicine allows healthcare centers to provide clinical healthcare to patients from a distance, which can drastically improve medical services to patients living in rural or hard-to-reach areas. Immersive video can be particularly useful in providing documentation to patients as a DVD of Session can be delivered to them for their reference.

Most importantly, Voice & Immersive Video Recording supports Multi-level Security. Your customers have the ability to prevent downloading recording and includes a Full Audit Trail of Activity feature that is attached to every voice and video recording. ISI has required intensive HIPAA Privacy and Security training boot camp training for several key staff members, and has obtained Certified HIPAA Professional (CHP) and Certified Security Compliance Specialist (CSCS) certifications in an effort to ensure that ISI has Subject Matter Experts on staff. This training gives ISI the knowledge and skills to create information security policies that align with HIPAA requirements.

Additional information about ISI can be found at www.isi-info.com, requested via e-mail at [email protected], or by calling (847) 706-5070.

Click here to view to see this press release and others on ISI's Website.

About ISI Telemanagement Solutions (News - Alert)  

ISI Telemanagement Solutions, Inc. is committed to providing solutions designed to increase organizations' efficiency, productivity and profitability, by providing reporting and recording tools for enhanced telecom management. We understand that each company's needs are unique and, therefore, we provide a robust set of tools to address every situation.

ISI's Solutions portfolio brings together time-proven technologies to report and record on your voice and video communications, including real-wireless and landline Call Accounting & Reporting, Telecom Audit & Optimization, Voice & Video Call Recording, Invoice & Inventory Management, and Wireless Management. ISI's facilities, processes, and data security comply with ISO 9001:2008, SAS (News - Alert) 70, HIPAA, Safe Harbor and other important standards.