Regulatory-compliant (PCI, MiFID II, HIPAA) multichannel call recording and monitoring with speech analytics, flexible integration, and customizable retention for insurance customer care.
Solutions that record customer interactions, facilitate quality assessment, and identify training opportunities for service representatives.
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Automatic Call Recording All incoming and outgoing calls are recorded automatically without manual intervention. |
Oreka TR advertises automatic call recording for compliance purposes, especially in regulated industries like insurance. | |
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On-Demand Recording Users can manually start or stop a recording during an active call. |
Product materials note on-demand/manual recording capability for agents and supervisors. | |
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Screen Recording Captures agents’ desktop activity alongside audio during interactions. |
Screen recording is supported as part of Oreka TR to capture agent desktop activity during calls (per product documentation). | |
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Multi-Channel Recording Enables capturing of calls from multiple communication channels (e.g., phone, VoIP, chat, video). |
Multichannel capture (voice, VoIP, SIP, and video) is a prominent feature in Oreka TR, aimed at compliance. | |
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Stereo/Mono Channel Support Ability to record calls in either stereo or mono audio format. |
Supports stereo/mono recording formats to enable flexible audio requirements. | |
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Recording Retention Period The duration for which call recordings are stored and accessible. |
No information available | |
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Recording Search Functionality Advanced search options by date, agent, customer, keywords, or other metadata. |
Advanced recording search by metadata, user, date, and more is highlighted as a key capability in product literature. | |
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Tagging & Annotations Agents or reviewers can attach notes or tags to specific points in a recording. |
Call tagging, notes, and annotations included as part of compliance and quality review workflow. | |
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Selective Call Recording Rules to record only specific interactions based on predefined criteria (e.g., VIP clients, escalations). |
Selective recording options (based on rules, client, or call type) are described in product compliance literature. | |
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Live Monitoring Supervisors can listen to ongoing calls in real time. |
Supervisors can live monitor agent calls, as standard in compliance-focused environments. | |
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Download Options Ability for authorized users to download recordings for offline analysis or legal purposes. |
Authorized users can download recordings (for QA and regulatory retention) according to product datasheet. | |
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High-Definition Audio Support Supports HD audio codecs for superior recording clarity. |
Oreka TR advertises HD audio recording quality (using G.722 and similar codecs). | |
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Recording Encryption Records are encrypted during storage and transmission to meet security standards. |
Product supports encryption of recordings at rest and in transit for regulatory compliance (PCI DSS, HIPAA, MiFID II). | |
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Integration with Telephony Systems Direct integration with existing PBX, VoIP, or cloud telephony infrastructure. |
Can be integrated with standard PBX, VoIP, SIP, and other telephony systems. |
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Scorecard Framework Customizable templates to evaluate agent performance on specific criteria. |
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Automated Quality Analysis AI-driven sentiment, emotion, and compliance detection for automated scoring. |
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Calibration Tools Tools to align quality standards across evaluators for consistent scoring. |
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Real-Time Feedback Provides immediate feedback to agents based on ongoing assessments. |
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Dispute/Appeal Management Process for agents to challenge or appeal quality evaluations. |
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Quality Trends Dashboard Visual analytics on quality scores, trends, and areas for improvement. |
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Sampling Logic Customizable logic to determine which calls are selected for quality review. |
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Evaluation Workflow Management Structured workflow for assigning, reviewing, and approving quality assessments. |
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Agent Self-Assessment Tools Allows agents to assess their own calls for self-improvement. |
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Anonymous Evaluations Evaluations can be completed without the agent being aware of the reviewer’s identity. |
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Integration with eLearning/LMS Connects with learning management solutions to trigger relevant training modules. |
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Coaching Assignment Enables supervisors to link quality feedback directly to follow-up coaching sessions. |
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Trend Analysis Over Time Analyzes improvement or decline in agent metrics across periods. |
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Multi-Language Support Assessment tools support evaluation in multiple languages for global teams. |
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Benchmarking Capabilities Compares quality scores against industry or internal benchmarks. |
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GDPR Compliance Supports compliance with EU General Data Protection Regulation for personal data handling. |
Explicitly stated as supporting GDPR compliance in marketing and compliance documentation. | |
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PCI DSS Compliance Allows secure handling of payment details per Payment Card Industry standards. |
Designed to meet PCI DSS standards for call recording (compliance section of product site). | |
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HIPAA Compliance Enables secure management of health information in line with US regulations. |
Claimed HIPAA (health data) ready and used in healthcare/insurance customer care. | |
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Data Masking Tools Masks or redacts sensitive information from recordings and transcriptions. |
Data masking and redaction tools are offered as part of regulatory offering for PCI and HIPAA. | |
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Audit Log Detailed log and history of access or changes to recorded data. |
Audit logs are generated for all recording and access actions (see compliance/forensics features). | |
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Consent Management Captures and manages explicit customer consent for recording. |
Consent capture workflows supported; can log consent at call start if needed (important for EU/international use). | |
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Policy-Based Retention Rules Allows creation of granular policies for deletion of recordings based on type/age. |
Policy-based configurable retention is a highlighted product feature for compliance (PCI, MiFID II, etc). | |
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Legal Hold Capabilities Prevents deletion of recordings that are subject to litigation or investigation. |
Legal hold functionality is supported as part of litigation readiness (deletion prevention in flagged cases). | |
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User Access Controls Role-based permissions for system and recording access. |
User access managed via roles and permissions; standard in compliance call recording software. | |
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Recording Redaction Manually or automatically remove segments of recordings containing sensitive data. |
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Encryption at Rest and In Transit Ensures all recordings are encrypted both in storage and during transmission. |
Marketing explicitly says: encryption at rest and in transit (PCI/HIPAA readiness). | |
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Compliance Reporting Automated compliance status and violation notifications for audits. |
Compliance reporting and violations are supported for audits (PCI, SOC, HIPAA, MiFID II). | |
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Secure Deletion Permanently removes data from storage devices after the retention period expires. |
Product can securely delete expired data from storage, as required for compliance, via policy controls. |
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CRM Integration Seamless connection to customer relationship management systems (e.g., Salesforce, MS Dynamics). |
CRM and case management integrations available via API and direct connectors (e.g., Salesforce, Dynamics). | |
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Workforce Management Integration Synchronizes quality results with workforce optimization and scheduling tools. |
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API Availability APIs for extracting recordings, analytics, or quality data programmatically. |
APIs offered for extraction, search, provisioning, and analytics use (developer portal/public documentation). | |
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Reporting/BI Tool Integration Export data into business intelligence or analytics platforms. |
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Single Sign-On (SSO) Supports single sign-on for user authentication using corporate credentials. |
Single sign-on (SSO) is supported through SAML and Active Directory integrations for enterprise clients. | |
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Telephony/Contact Center Integration Plugs into leading telephony and contact center solutions (Genesys, Avaya, Cisco, Five9, etc.). |
Specifically designed for integration into contact center and unified communication platforms (Avaya, Cisco, etc.). | |
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Cloud Platform Compatibility Works with preferred cloud services (e.g., AWS, Azure, Google Cloud Platform). |
Supports AWS, Azure, and GCP as deployment platforms per technical docs and cloud datasheets. | |
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Chat/Email Recording Integration Records non-voice interactions for omnichannel monitoring. |
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Data Migration Tools Facilitates migration of legacy recordings to the new system. |
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Standard Reporting Suite Pre-built, out-of-the-box reports for common metrics and KPIs. |
Prebuilt dashboards and management reports are standard features. | |
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Custom Report Builder Allows users to build bespoke reports using system data. |
Users can build custom reports within the platform. | |
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Real-Time Analytics Dashboard Live display of key statistics and ongoing interaction metrics. |
Live analytics views part of the main agent/supervisor UI for contact centers. | |
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Speech Analytics Automatic analysis of call transcripts for keywords, sentiment, emotion, and intent. |
Speech analytics is advertised as a core feature (detects keywords, sentiment, etc.) | |
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Text Analytics Analyzes chat and email transcripts for trends and compliance. |
Supports analysis of chat/email transcripts as part of its multichannel analytics offering. | |
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Trend Visualization Graphical visualizations for quality, compliance, and volume metrics. |
Visual and trend analytics available via built-in dashboards (per product screenshots). | |
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Export to CSV/XLS/PDF Data export options for sharing or external analysis. |
Export of data/recordings available in various formats including CSV/XLS/PDF for compliance and QA. | |
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Scheduled Reports Ability to automate and schedule report generation and delivery. |
Scheduled/automated reports supported for compliance, QA, and audit use. | |
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Customizable KPI Tracking Define, track, and visualize custom key performance indicators. |
Supports user-defined dashboards and custom KPIs. | |
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Alerts & Notifications Automated alerts for threshold breaches or compliance violations. |
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Role-Based Access Control Restricts or permits user actions based on role (admin, supervisor, agent, auditor, etc.). |
Role-based access is inherent to platform's compliance and audit features. | |
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Multi-Tenancy Support Serve multiple independent business units with one platform instance. |
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Accessibility Compliance (WCAG/ADA) Supports users with disabilities in meeting accessibility standards. |
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Self-Service Portal Enables users to manage their own settings, searches, and downloads. |
Self-service access for configuration, search, and download is a supported feature. | |
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Audit Trails Tracks user access and actions throughout the application. |
User activity audit trails are maintained for regulatory compliance and security. | |
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Multi-Language UI Interface is available in multiple languages for global teams. |
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Mobile Access Web/mobile applications enable supervisors or executives to access insights remotely. |
Mobile and browser access are supported for supervisor and admin roles. | |
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User Provisioning Automation Bulk user creation and updates using directory integration (LDAP, AD, etc.). |
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Concurrent Users Supported Maximum simultaneous user connections supported. |
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Recording Storage Capacity Total volume of audio/video recordings system can retain. |
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Average Search Speed Time taken to retrieve recordings with standard search criteria. |
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High Availability (HA) Architecture Redundancy and failover features for continuous operation. |
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Load Balancing Support Balances workload across system resources for peak traffic. |
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Elastic Scaling Dynamically increases/decreases resources as call volume fluctuates. |
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Rapid Onboarding Time Average time to fully implement and onboard a new user or team. |
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Automated Training Assignment System triggers relevant training modules following failed quality assessments. |
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Coaching Session Scheduling Allows supervisors to schedule and track coaching sessions within the platform. |
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Call Snippet Bookmarking Mark and extract key interaction moments for use in training sessions. |
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Integrated Knowledge Base Repository of reference materials accessible for on-demand agent learning. |
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Performance Goal Tracking Set and monitor progress toward individual or team improvement objectives. |
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Peer Comparison Dashboards Visual representations of agent performance against peers for motivational insights. |
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Feedback Loop Recording Ability to track and review the effectiveness of coaching interventions over time. |
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On-Premise Deployment Available as locally installed software within the corporate network. |
On-premises deployment is available for clients with strict data control requirements. | |
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Public Cloud Hosting Offered as a managed service in public cloud environments. |
Public cloud and multi-cloud options described in product technical guides. | |
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Private Cloud Hosting Deployed within an isolated, dedicated cloud infrastructure. |
Private cloud deployments can be provisioned on dedicated instances or VPC per client request. | |
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Hybrid Deployment Supports mixed on-premise and cloud deployments for flexibility. |
Hybrid deployments (on-prem plus cloud) are supported for migration and resiliency. | |
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Disaster Recovery Options Automated backups and failover in case of data center outages. |
Disaster recovery, redundancy, and failover features are available (see compliance docs on data center outage scenarios). | |
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Regional Data Residency Ability to specify the geographic location of recorded data. |
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Multi-Region Redundancy Data and services replicated across geographic regions for resilience. |
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Modern Web-Based UI Interface designed for ease of use, clarity, and fast workflow. |
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Customizable Dashboards Users and managers can tailor dashboard layouts and views. |
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Guided Workflows Step-by-step processes for common tasks such as evaluations or call reviews. |
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Bulk Actions & Shortcuts Enables batch processing for repetitive administrator and reviewer tasks. |
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Contextual Help & Tooltips Inline help resources directly available during navigation. |
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Agent & Supervisor Modes UI customizes features based on user role for simplicity. |
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Instant Search Bar Search for calls, agents, or feedback instantly from any screen. |
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24x7 Support Availability Customer support accessible around the clock. |
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Dedicated Account Manager Single point of contact for all account-related needs. |
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Vendor-Led Training Programs Formal onboarding and refresher courses delivered by vendor. |
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User Community & Knowledge Forums Access to peer community and collective learning resources. |
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Service Level Agreements (SLAs) Documented uptime, response, and resolution targets. |
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Regular Feature Updates Continuous delivery of new capabilities and improvements. |
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Professional Services Offering Access to consulting on system adoption, integration, and best practices. |
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