Masergy provides a cloud-based hosted call recording option to easily record all incoming and outgoing telephone calls without the need for additional hardware or software. There are no limits to the number of calls recorded and no limit on the length of each call.
Recorded calls are easily managed, cataloged, and retrieved, and can be played back for up to 60 days before deletion. Customers may also download any recorded call and keep them locally for as long as they wish. Customers can automatically archive their call recordings using Secure File Transfer Protocol (SFTP) or Amazon Web Services (AWS) plus all archived calls may be reviewed using the Call Recording portal. File Transfer Protocol (FTP) is also available which is non-secure and can be manual or automated.
Masergy’s call recording architecture is a scalable, fully integrated architecture which allows for changes in the business size and the number of calls recorded. There are no restrictions on the number of seats, or the recording time. The system uses a fully integrated architecture providing a single point of contact for all calls regardless of the multitude of contact points.
Masergy’s call recording supports organizations with multiple locations through one single point of access. All recorded calls are securely stored in one web location and can be accessed through the web from any location. The Masergy call recording is Payment Card Industry (PCI) compliant because of the ability to control the call recording activity with pause and resume controls.
Robust reporting of recorded calls and calls in progress can be accessed through a browser through multiple data points such as the telephone number, date or time, and other filters provided by the system. Supervisors can listen to customer service calls and by using the optional agent evaluation module, may create templates to score the agents calls to improve both customer service and agent performance.