Record, Playback, Manage
ShoreTel Sky RePlay Hosted Call Recording
ShoreTel Sky RePlay gives our cloud phone system subscribers the ability to record phone calls and retrieve the recording via a Web interface. All calls can be automatically recorded, or call recording can be configured for selective use with the push of a button on the telephone. ShoreTel Sky RePlay hosted call recording is a subscription based service that can be added to any user’s profile without any additional hardware required.
Note: Subscribers are responsible for following all applicable local, state and federal laws associated with call recording. Laws may vary by jurisdiction.
Recordings are easily retrieved through a simple Web interface. Subscribers can search for names, calling numbers, the time, the date, the duration of a call, and many other attributes. This provides fast and easy management of recordings. Because everything is managed in the cloud, there is no additional equipment required at your location.
- Record: Call recording can be enabled for all calls or initiated from the telephone station with push of a button. Recording can be paused during recording.
- Look Back: With the Look Back feature you can record a call from the beginning, even if the call is already in progress. You never know when something interesting is going to happen. The Look Back feature makes it easy to capture every word.
- Playback: Recordings appear in the user’s Web interface and can be searched with filters and downloaded. Playback uses any commercial media player like Windows Media Player or Apple QuickTime.
- Manage: The phone administrator manages the type of call recording for each user on the system through an easy-to-use Web interface. Users can be designated to have all calls recorded or given the capability to choose calls to be recorded from their telephone stations. All recordings can be managed for retrieval and storage. Call recording data records are accessible for searching and reporting.
ShoreTel Sky RePlay Call Hosted Recording benefits users in a number of ways:
Day-to-Day Business: Users often want to review conversations to ensure they have captured relevant information from the call. Call recording is an easy way to look back for conference call participant names and promised follow up items. The recordings can also be processed by audio to text transcription services.
Sales Enablement: Sales people need to review calls immediately or append to a CRM for future reference. With ShoreTel Sky RePlay Hosted Call Recording, the call is delivered in a WAV format and can easily be added to a record in a CRM or applicant tracking system.
Training and Coaching: Recorded calls can be used to review an employee’s performance, provide feedback and identify best practices.
Contact Centers: Recording interactions with customers is an important tool for training and transaction verification. All calls can be recorded and reviewed to ensure compliance and improve customer satisfaction.