ArcAngel Talks Sense - Arcangel Technology

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ArcAngelTalks

Sense

Call Recording Call Management Call Control

Introduction to Sense

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We focus on innovative

products and services that

are designed to improve the

business performance of

our customers.

Tto

To record telephone calls hardware

needs to be connected where the

call is passing through. This could be

between the PABX and the network

termination box where the lines

enter the building. It is also possible

to record between the PABX and

extensions if internal calls need to

be recorded. This is generally the

Our knowledge of customer

requirements and experience over

the years has helped develop the

Sense Call Recording Platform.

Sense is unique, realistically

Our products are used extensivelyby banks and building societies,financial institutions including stockbrokers, traders, and dealers, loanand credit companies.Local and Central Government,insurance companies and manysmall medium and large businesses.

most expensive way to record asmanufactures need to reverseengineer the proprietary secrets ofevery type of handset available.Unlike us many call recordingsuppliers buy their hardware fromone source and software fromanother.

priced and will work with on anytype of PABX thereby protectingyour investment.

Sense client is a trunk side recorderwith wallboard option whilst SenseCall Analyser is a unique callmanagement and recording systemthat utilises information from theSMDR (call logging) port of a PABXto provide extension information,call management and reporting allviewed and replayed in one screen.

Many companies are enjoying thebenefits of this unique systemincluding Best Invest (Brokers) Ltd ,Carlyle Finance, Chippenham NHS,Cornish Mutual Assurance CompanyLtd, Credo Management Services,Lloyds TSB, Dairy Crest, First PointInsurance Management, IIU Capital,Heavy Duty Parts Ltd, MET ParkingServices, Access Self Storage and arapidly increasing range ofbusinesses in the U.K. and Europe.

About ArcAngel

About recording

About Sense

Makes Sense

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Sense Call Recording and Call Management

Proven business results for a rapid return on investment.

Reduce Costs

Less errors, complaints and misunderstandings

More new customers

Improve the quality of inbound and outbound calls

Improve customer retention

Monitor conversations, train to improve listening skills

Increase transaction values and frequency

More up selling and cross selling calls

Happier Staff

Protect against abusive callers and improve staff retention Minimise

Liability

Protection against unreasonable or negligence claims

Value your best people and upskill

Use your very best calls to accelerate training and learning

Comply with Regulatory requirements Prove best practice and comply with the FSA and other regulatory bodies

quipment/whysense.htm

Common Sense

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For Owners and Directors

In this competitive world it makes sense to record your calls to ensure that your hard-won orders are captured

precisely. Misheard instructions or incorrect delivery information will result in wasted time, effort, money and

perhaps even damage a reputation you’ve spent years building.

ArcAngels call recording system Sense is available with a unique integrated call management interface called CallAnalyser. Sense is part of an ever-enlarging family of products produced by other independent companies which aredeveloping around the Sense platform. These include integration with the systems of leading PABX (telephone system)manufacturers, CRM (Customer Relationship Management) suppliers, call management suppliers and automotive industrysoftware provider.

Solving costly disputes andavoiding litigationImproving your employees callhandling skillsIdentifying your most and leastproductive employeesIdentifying lost business due tomissed or slowly answered callsEnsuring order taking is accurateand delivery instructions preciseManaging your staff resourceeffectively by identifying busy callperiods

Call Management , reporting andreplay all from one screenEasy call retrieval through callerand extension identificationExclude any extension from beingrecorded or played backLive call progress includinganswering times and abandonedcallsCalls are password protected andencrypted for tamper proofprotectionFirewall option to protect againsttoll fraud

Proving unreasonable claims relatingto customer harassment of staff

Complying with the requirements ofregulatory authoritiesEliminating misuse throughunproductive or personal calls

Employees have access rights to callsas determined by youRecord your own calls and replayprofessional adviceIdentify geographical location of callsand call costsLow entry cost –test the benefits withshort term rentalReduce capital expenditure throughleasing with tax advantagesWorks with any phone system toprotect your investment

Ideal for

Features

Perfect Sense

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For Sales and Customer Service ManagersIt makes good sense to monitor and coach your employees in order to improve theirperformance on the phone. Use well handled, positive, recorded calls as examples of thestandards you require and watch morale grow, your customers’ experience improveand the company prosper.

ArcAngel supplies products to support the smallest ofcustomer service operations to major call centres. Oursystems can also include agent evaluation and appraisalsoftware, screen capture, automatic client reports andmuch more. Retell’s Sense is part of an ever- evolving family ofproducts produced by other independent companies that aredeveloping around the Sense platform. These includeintegration with the systems of leading PABX (telephonesystem) manufacturers, CRM (Customer RelationshipManagement) suppliers and call management suppliers.

Improving the call handling skills of youremployeesIdentifying productive and unproductiveemployeesImproving customer satisfaction, loyaltyand retentionCultivating a happier environment throughpositive feedbackAccelerating training and learning especiallyfor new starters

Call recording, replay management andreporting all in one screen.One click on column header to identifyextensions, locations, caller IDPassword protected access to recordingswith pre-determined user rightsLive wallboard screen showing call activityby organisation group or employeeCall result coding to identify customeraccount or successful/unsuccessful calls.Identifying busy periods and allocatingstaff resources effectively

Protecting staff against abusivecallers and harassment fromcustomersProving “who said what” in a disputeand avoiding costly investigationsAvoiding gifts or costs associatedwith pacifying unreasonablecustomers

Bespoke reports on lost, slowlyanswered calls and abandon callsSearch filter includes Caller LineIdentity(CLI) and dialled numberAutomatic warning indication ofunwanted call activity or costsEasy identification of most productivegroups or employeesStaff can replay their own calls locallyfor clarificationStereo playback of calls for clearersound quality

Ideal for

Features

Investment Sense

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For Finance Directors and Compliance Managers

Call recording is an essential part of business life for thousands of companies. In fact it is a regulatory

requirement for many in the finance, security and insurance sectors. It makes sense to protect your company

against costly, time consuming ‘who said what’ disputes. Sense is designed to record and manage your calls

leading to improved business performance and a rapid return on investment.

ArcAngel is more than a call recording company. Our mission is to make business life easier with a range of products designed to

improve performance. We supply products to every type of industry and every size of business and offer a range of ownership

options that will reduce capital expenditure and return your investment rapidly.

Eliminating unnecessary and costlyconcessions to customers

Completing more transactions properly andless transactions twice

Avoiding time consuming disputes or thepotential for litigation

Reducing aborted deliveries due toinaccurate order details

Choice of system-choice of cost

Low entry cost with short- term rental

Leasing to reduce capital expenditureand increase tax advantages

Low cost , easy expansion with nopractical or artificial limits

Save on installation , your IT managercan install or we install

Blackberry and Windows mobilerecording option

Check the costs savings on our Returnon Investment calculator

Complying with Financial ServicesAuthority (FSA) regulations

Avoiding punitive measures by the FSAdue to non-compliance

Help with PCI Compliance

Replaying professional advice with noadditional costs

Restructuring your business process byreplacing note taking

Ideal for

Features

Technical Sense

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For IT and Comms Managers

Sense can be purchased as a full recording system with

server and software or as an interface to connect

into customer supplied hardware.

ArcAngel has a recording system covering every customer requirementincluding DASS2, DPNSS, QSIG, SIP trunks, digital, VoIP, analogue extensions andmixed protocols. A Sense integrators guide is available on request for moremajor integrators

ISDN 30,ISDN 2, analogue, and SIPintegrated recordingBlackberry and Windows mobilerecording moduleSense recording interface only or fullsystem with server240 channels per PC with anycombination of PRI, BRI and AnalogueCompressed and 3DES encrypted asstandardFull D channel decoding for dialled andcalled numbersSame hardware family for ISDN 30,ISDN2,analogue

Sense Client Interface:

Easy self install for line side recording

Integrate with you own storage media

Same form factor as a standard DVD/CDdrive bay

Unlimited client licences as standard

Live wallboard feature with call statistics

Live calls in progress showing ringing time,duration and abandoned calls

Easy expansion with same software for

one to hundreds of channels

Each Analogue interface accommodates 8linesEach ISDN 30 E1 interface accommodates30 channelsEach ISDN 2 BRI interface accommodates 4lines/8 channels (4 ports)SQL Server 2005Standard Edition optionSQL Server 2005 Express Edition not limitedby the 4 GB limitHigh impedance parallel tap mode asstandard

Sense Call Analyser:

Full system with integratedcallmanagementIncludes server ,TFT monitor, keyboardand mouseCall management reporting andplayback in one screenIdentify extensions, geographicallocation, call costs and toll fraudUtilises information output from theSMDR (call logging) port of the pabxAlarms alerting user to disconnectionor power failure and toll fraud

Interface fits in DVD drive bay

Information

Options

ArcAngel Technology Ltd

Unit 10

The Enterprise Centre

Penshurst

Kent TN11 8BG

Tel : 01892 870335

Fax : 01892 870023

Website: www.arcangel-technology.co.uk