Working With ComputerTel - Darius Farrell

Working with You
Partner with the Experts
ComputerTel

Table of Contents
I. Who are ComputerTel?............................................................................................ 2
II. What makes us different? ........................................................................................ 2
III. Our Market Sectors & Market Space......................................................................... 3
IV. Our Products and Services........................................................................................ 4
Solutions that are part of the Carina platform
V. CARINA Recorder..................................................................................................... 5
VI. CARINA Screen......................................................................................................... 6
VII. CARINA Quality........................................................................................................ 7
VIII. Maintenance ........................................................................................................... 9
IX. Engagement Process...............................................................................................10
X. Summary ...............................................................................................................11

WORKING WITH YOU 2
Copyright © 2015 ComputerTel Ltd. All rights reserved. This document contains information which is confidential and of value to
ComputerTel Ltd., It may be used only for the agreed purpose for which it has been produced. ComputerTel Ltd.’s prior written
consent is required before any part is reproduced.
Who are ComputerTel?
ComputerTel is a well-established Telecommunications Company who specialises
in the supply of Call Recording and Quality Monitoring solutions, as well as Speech
Analytics, PC Screen Recording and associated solutions. All these systems have
been designed to improve call quality and productivity.
During ComputerTel’s 26 year existence, the company has continued to develop
and grow, winning several awards on the way. Having mainly started as a supplier
to the financial markets, where recording of telephone calls is essential, the
company has successfully expanded into a variety of vertical sectors.
What makes us different?
Development
We have a rolling programme of in‐house product development, ensuring our
customers are always able to take advantage of latest technologies. We also ensure
that our development planning is led by our Customers and End Users
requirements and wishes, shared through their feedback and input during the year.
Service
We believe that to deliver the right solution for our customers and end users, you
need to be passionate about your area of expertise. Our support team has been
widely recognised and complemented for their level of customer focus and
professionalism. To substantiate our commitment further, we operate a Customer
Charter to help our customers and end users know what to expect from us and also
how to contact us, whenever they need to.
However, we believe that there is more to great support than resolving issues and
making ourselves transparent — at every stage from the design of a solution, to
deployment and then ongoing maintenance and customer support, we are focused
on delivering an excellent and consistent experience.
Expertise
For us, our Engineering Support and Helpdesk is our forté. Our technical team
makes up over half of the total organization. We also pride ourselves on our
comprehensive knowledge of the marketplace that we have been specializing in for
over a quarter of a century.

WORKING WITH YOU 3
Our Market Sectors & Market Space
Call Recording is becoming more acceptable and customary across most verticals.
However, there has always been industries where legislation has dictated the use
of call recording.
Our solutions are scalable from 2 recording channels through to 1000+. Our
flexible position in the portfolio of recording solutions maximizes our strength and
competitive edge across the entire spectrum of scalability.
Insurance
Transport
Security
Professional Services
Retail
Health
Finance & Banking
Travel & Leisure
Government
Aggregates
Telecomms
Utilities
Market Sectors
Insurance Transport Security Professional Services
Retail Health Finance & Banking Travel & Leisure
Government Aggregates Telecomms Utilities

WORKING WITH YOU 4
Our Products and Services
Solutions that are part of the Carina platform
R
R
Mobile Recording to record mobile handsets for verification and quality
assurance, whilst your staff are on the move.
PCI DSS Recording to ensure that your recorder operates in line with the
rest of your organisational security controls and compliance adherence.
Screen Recording to provide a visual record of screen based interactions.
The combination of screen & call recording ensures a complete overview of client
communications.
Carina Quality is a comprehensive performance review & monitoring tool,
integrated with the Carina Recorder to create a unique software solution.
Carina Dashboard provides live statistics with options to filter data to match your
exact needs. Find detailed information about call volumes and activity interactively.
Speech Analytics takes the effort out of searching for information in recordings. It
offers valuable insights into customer interactions contained in the voice recordings.
Database Integration to help improve and maintain information relay and
business transaction reporting. Our Development team can assist you or we can
supply you with our API. The choice is yours.
Onsite, Virtual & Hosted Solutions are available to meet your
telecommunications needs and requirements.
Professional Services are available to meet your specific needs so that together,
we can work on the perfect solution for your current and future needs.
Training, Pre-sales and Post-sales Support is supplied in-house, to ensure
that you receive a bespoke and effective level of service and support to have your
solution working for you, as soon as possible.

WORKING WITH YOU 5
CARINA Recorder
CARINA recorder has been designed to make finding calls quick and simple, saving
you time and effort.
A customisable Quick Filter feature helps you find calls quickly and simply. With
inbuilt wildcard technology, you simply add partial information and then click “Go”,
and a customisable screen view feature allows you to see the relevant column
details that you need, so that the playback software is easy on the eye and straight
forward to review.
You can add manual notes to a recording, or group of recordings, that will help you
find them again, or draw attention to them for other users.
In the event that a complaint or incident may occur which requires investigation,
an Incident Replay function allows you to select a range of recordings and attach
them to an Incident file, which can be expanded to include additional recordings as
the investigation progresses. The selected recordings can then be played back
chronologically to ascertain the actual events. This feature helps you remain
impartial and expedite the investigation process.
A Verifier Audit function allows you to monitor activities on the recorder, including
playback, attempted deletions of calls, changes to configuration settings and other
audit based activities, for compliance and legislative purposes.
A Statistics feature will allow you to gain information on employee performance
and compare teams and individuals, based on their call recording activities. This
will help monitor individual and team performance standards to meet and exceed
key performance indicators (KPI’s).
An API is available for the recorder, giving you greater flexibility in how you
integrate the Carina Recorder with your other management tools and applications.
The Carina API allows integration with 3rd party products. A simple example of this
would be to integrate with a client’s CRM package to allow transfer of information
about the Customer into the Call Recording database.

WORKING WITH YOU 6
CARINA Screen
CARINA screen capture compliments the Carina recorder, by providing integrated
visual information on PC user activities that can be played simultaneously with the
call recordings.
Recording rules can be applied to monitor and record selected software
applications; hot key operated screens; it can also be set up to record during a
defined time period, or the system can be integrated with other solutions, to make
bespoke recording rules. This is how we have integrated our Carina Screen with
the Carina Call Recorder, to provide synchronised screen recording and call
recording playback, giving you flexibility to meet your specific requirements.
Screen capture allows you to see the bigger picture. It provides more impartiality
and comprehensive evidence gathering in the event of any disputes or complaints.
This allows you to offer a fairer method of investigation processes, leading to a
better service delivery standard for complaints and issues.
Carina Screen Capture helps make compliance and audit review easier and quicker,
by providing evidence to show that the correct process flows and operational
activities are occurring (or not) depending on the recording outcomes.
Access to the Screen recordings are provided by a simple click and play process,
saving you time and effort.
Workstation PC’s are configured and managed from a single point, thereby
eliminating the need to set up the recording rules and IP addresses on each
individual workstation PC. After installation, the configurator will automatically
discover and download its configuration and settings, saving you from the pain of
re-configuration nightmares.
Carina Screen and synchronised Carina Recorder Playback can work with client or
web-based applications. A Software Development Kit (SDK) is available to allow
you to carry out your own integration with applications, offering even more
flexibility and customisable capabilities. CARINA Screen supports various video
codecs including M-Jpeg, MPEG and XVID.

WORKING WITH YOU 7
CARINA Quality
CARINA Quality provides a completely bespoke evaluation software package that
allows employee assessment and training reviews to be comprehensively actioned.
With the addition of a wide-ranging library of reports to choose from, management
information is available at your fingertips.
CARINA Quality is completely customisable, so the finished product works perfectly
for you and your Company.
Integration to the CARINA Recorder, allows direct access to call recordings for
assessment and evaluation purposes, making the process easy and practical.
Selected calls are linked to an assessment and can be tagged to highlight the
specific part of the call that the assessment relates to, saving you time and effort
when finding the specific part of the call again. You can even view all call tags
within an appraisal to verify the information and play the call again from these
specific points of reference.
A Random selection of calls can be found, or a specific selection, by using a filter
option. You can even choose the number of calls you want to use, up to a
maximum of 5, per assessment. A notification display shows if a call has been used
previously in an appraisal, prior to its selection confirmation, which ensures that
impartiality and audit review processes are applied.
Mandatory competencies can be defined, to assist with regulatory and compliance
related performance. Instant assessment failure triggers can also be set, if
required.
Once implemented, any changes to the original set up configuration can be done
securely under an administrative password, with no need for supplier intervention.
CARINA Quality considers the case of evaluations for casual workers or project
related staff. The historical data of past employees is easily accessible, when
required. Until their return, they are marked as “Left Company”, but their details
and past assessments remain in the database for future access, when required.

WORKING WITH YOU 8
In order to complete an appraisal, an audit check box will appear to ensure that all
areas of the assessment have been completed, before the assessment can be
classified as completed. This ensures that the process flow is accurate and
comprehensive, resulting in a more reliable form of reporting and information
relay.
You can set up a schedule for the number of appraisals that need to be carried out
over a set period. A report can then be provided to show you progress details, for
either an individual appraiser or a team. You can also view historical schedules to
show that management objectives are being met.
A Dashboard compliments the package to offer specifically defined real-time data to
monitor the performance of your employees and the operation.
The Dashboard shows a visually dynamic range of real-time information that is
essential for Management review and performance planning purposes. A simple
click of the mouse allows you to drill down further to understand specific details
derived from the dashboard data.

WORKING WITH YOU 9
Maintenance
ComputerTel offer annually renewable and 3 or 5 year maintenance solutions.
Silver level contracts for years 1 and 2 are included in all our quotations. Other
options, including bespoke contracts to meet client requirements are also
available.
Contract level Silver Notes
Helpdesk 8:30 - 17:30
Remote access Yes
Parts included Included
Preventative maintenance
visits
1
Response Times
Helpdesk 1st contact
08:30 to 17:30
30 min
Telephone support:
06:00 to 08:30, 17:30 to 22:00
N/A
Telephone 24/7 N/A
Remote access 08:30 to 17:30 4 hours
Time to Site by type of fault:
Green 5 days No loss of recording and
workaround possible
Orange 3 days No immediate loss of
recording or no workaround
for user problem
Red 4/8 hrs Confirmed loss of recording
functionality or recording
unconfirmed or severe loss of
user functionality

WORKING WITH YOU 10
Engagement Process
We aim to make dealing with ComputerTel as simple as possible. With this in
mind we have a single point of contact who has direct access to our complete
business resources.
Darius Farrell 01474 561111
D.farrell@computertel.co.uk

WORKING WITH YOU 11
Summary
At ComputerTel our people are passionate about making sure that our products
are developed and designed to the highest standards. We are also passionate
about the way in which we support our products and how we engage with our
customers.
We are proud to have been awarded several industry awards. These have been
achieved through the commitment of our employees, of their understanding of the
UK recording market, a desire to meet and exceed our clients’ requirements and
develop the technology to match their needs, as well as embrace and nurture
successful partnerships.
It is with this foundation that we wish to work with you and build upon, grow and
maintain a mutually beneficial business partnership in the future.

Working With ComputerTel - Darius Farrell

Recommended

Recommended

More Related Content

What's hot

What's hot (11)

Similar to Working With ComputerTel - Darius Farrell

Similar to Working With ComputerTel - Darius Farrell (20)

Working With ComputerTel - Darius Farrell