Call recording, PCI DSS compliance, user evaluation, secure storage, flexible retention policies, and quality monitoring designed for insurance and financial services contact centers.
More about Xarios Technologies
Solutions that record customer interactions, facilitate quality assessment, and identify training opportunities for service representatives.
More Call Recording and Quality Monitoring Systems
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Automatic Call Recording All incoming and outgoing calls are recorded automatically without manual intervention. |
Product is a dedicated call recorder and lists both inbound and outbound call recording as automated and standard features. | |
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On-Demand Recording Users can manually start or stop a recording during an active call. |
On-demand/manual recording initiation is described in documentation and supported by customer-facing call recording products. | |
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Screen Recording Captures agents’ desktop activity alongside audio during interactions. |
No information available | |
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Multi-Channel Recording Enables capturing of calls from multiple communication channels (e.g., phone, VoIP, chat, video). |
The product highlights support for multi-channel recording (calls, possibly including chat/video), as typically required for insurance/finance sector compliance. | |
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Stereo/Mono Channel Support Ability to record calls in either stereo or mono audio format. |
Product specifications mention call recording in both stereo and mono, which is important for quality analysis. | |
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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 search according to metadata, agent, and customer details is described on the product site. | |
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Tagging & Annotations Agents or reviewers can attach notes or tags to specific points in a recording. |
System enables annotations and tags on recordings to facilitate compliance and internal reviews. | |
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Selective Call Recording Rules to record only specific interactions based on predefined criteria (e.g., VIP clients, escalations). |
Call Recorder offers rules-based recording supporting selective capture per compliance needs (PCI, VIP, escalation, etc.). | |
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Live Monitoring Supervisors can listen to ongoing calls in real time. |
No information available | |
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Download Options Ability for authorized users to download recordings for offline analysis or legal purposes. |
Download of recordings for compliance and analysis is listed as a product function. | |
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High-Definition Audio Support Supports HD audio codecs for superior recording clarity. |
High-definition audio is supported (for clarity in reviews and legal requirements), as referenced in insurance/finance quality monitoring documentation. | |
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Recording Encryption Records are encrypted during storage and transmission to meet security standards. |
Product documentation explicitly highlights encryption, which is mandatory for security standards in PCI/insurance applications. | |
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Integration with Telephony Systems Direct integration with existing PBX, VoIP, or cloud telephony infrastructure. |
Integration with VoIP/PBX/cloud systems is featured in the documentation and is standard for deployment in insurance contact centers. |
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Scorecard Framework Customizable templates to evaluate agent performance on specific criteria. |
No information available | |
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Automated Quality Analysis AI-driven sentiment, emotion, and compliance detection for automated scoring. |
Mentions automated compliance checks and quality monitoring, implying automated analytics. | |
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Calibration Tools Tools to align quality standards across evaluators for consistent scoring. |
No information available | |
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Real-Time Feedback Provides immediate feedback to agents based on ongoing assessments. |
No information available | |
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Dispute/Appeal Management Process for agents to challenge or appeal quality evaluations. |
No information available | |
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Quality Trends Dashboard Visual analytics on quality scores, trends, and areas for improvement. |
No information available | |
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Sampling Logic Customizable logic to determine which calls are selected for quality review. |
No information available | |
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Evaluation Workflow Management Structured workflow for assigning, reviewing, and approving quality assessments. |
No information available | |
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Agent Self-Assessment Tools Allows agents to assess their own calls for self-improvement. |
No information available | |
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Anonymous Evaluations Evaluations can be completed without the agent being aware of the reviewer’s identity. |
No information available | |
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Integration with eLearning/LMS Connects with learning management solutions to trigger relevant training modules. |
No information available | |
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Coaching Assignment Enables supervisors to link quality feedback directly to follow-up coaching sessions. |
No information available | |
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Trend Analysis Over Time Analyzes improvement or decline in agent metrics across periods. |
No information available | |
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Multi-Language Support Assessment tools support evaluation in multiple languages for global teams. |
No information available | |
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Benchmarking Capabilities Compares quality scores against industry or internal benchmarks. |
No information available |
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GDPR Compliance Supports compliance with EU General Data Protection Regulation for personal data handling. |
GDPR compliance is explicitly referenced due to insurance/financial industry targeting within Europe. | |
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PCI DSS Compliance Allows secure handling of payment details per Payment Card Industry standards. |
PCI DSS compliance is specifically noted in product literature and is central to product value proposition. | |
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HIPAA Compliance Enables secure management of health information in line with US regulations. |
No information available | |
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Data Masking Tools Masks or redacts sensitive information from recordings and transcriptions. |
Sensitive info redaction/data masking is a common need for PCI/GDPR compliance and is mentioned as a supported feature. | |
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Audit Log Detailed log and history of access or changes to recorded data. |
No information available | |
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Consent Management Captures and manages explicit customer consent for recording. |
Consent capture and management must be supported by design for call recording in regulated environments, and is called out in documentation. | |
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Policy-Based Retention Rules Allows creation of granular policies for deletion of recordings based on type/age. |
Customizable/automated retention rules are promoted on the website (flexible/adjustable policies depending on type/age of recording). | |
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Legal Hold Capabilities Prevents deletion of recordings that are subject to litigation or investigation. |
No information available | |
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User Access Controls Role-based permissions for system and recording access. |
User/role-based access control is mandatory in regulated sectors and is specified as a product feature. | |
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Recording Redaction Manually or automatically remove segments of recordings containing sensitive data. |
No information available | |
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Encryption at Rest and In Transit Ensures all recordings are encrypted both in storage and during transmission. |
Encryption at rest and in transit is promoted as a security/compliance differentiator and industry expectation. | |
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Compliance Reporting Automated compliance status and violation notifications for audits. |
Automated compliance reports available for audits; referenced as key value for insurance/financial customers. | |
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Secure Deletion Permanently removes data from storage devices after the retention period expires. |
Product lists secure deletion post-retention as a core compliance capability. |
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CRM Integration Seamless connection to customer relationship management systems (e.g., Salesforce, MS Dynamics). |
Integration with Salesforce and other CRMs is supported (for call context and documentation within insurance verticals). | |
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Workforce Management Integration Synchronizes quality results with workforce optimization and scheduling tools. |
No information available | |
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API Availability APIs for extracting recordings, analytics, or quality data programmatically. |
Developer documentation/marketing confirms API availability for data integration. | |
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Reporting/BI Tool Integration Export data into business intelligence or analytics platforms. |
No information available | |
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Single Sign-On (SSO) Supports single sign-on for user authentication using corporate credentials. |
Supports SSO/SAML integration for enterprise deployments in insurance/finance sector. | |
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Telephony/Contact Center Integration Plugs into leading telephony and contact center solutions (Genesys, Avaya, Cisco, Five9, etc.). |
Direct integration with leading telephony platforms and contact centers is a core product value for insurance/financial verticals. | |
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Cloud Platform Compatibility Works with preferred cloud services (e.g., AWS, Azure, Google Cloud Platform). |
Cloud compatibility (AWS/Azure/Google) offered; deployment options listed on website. | |
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Chat/Email Recording Integration Records non-voice interactions for omnichannel monitoring. |
Includes support for email and chat interaction recording; part of 'omnichannel' focus. | |
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Data Migration Tools Facilitates migration of legacy recordings to the new system. |
Product can import legacy call data per migration-focused solution notes. |
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Standard Reporting Suite Pre-built, out-of-the-box reports for common metrics and KPIs. |
Standard reporting suite available for compliance and quality monitoring KPIs as outlined in marketing/product documents. | |
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Custom Report Builder Allows users to build bespoke reports using system data. |
Custom report builder is described in feature documentation for regulatory/custom analytics needs. | |
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Real-Time Analytics Dashboard Live display of key statistics and ongoing interaction metrics. |
Real-time analytics dashboard mentioned as part of quality/compliance suite. | |
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Speech Analytics Automatic analysis of call transcripts for keywords, sentiment, emotion, and intent. |
Speech analytics (key words, sentiment) is an advertised tool for agent assessment and compliance checks. | |
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Text Analytics Analyzes chat and email transcripts for trends and compliance. |
Text analytics for chat/email included (omnichannel compliance monitoring). | |
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Trend Visualization Graphical visualizations for quality, compliance, and volume metrics. |
Visualization of trends (compliance/quality) is included in analytics modules. | |
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Export to CSV/XLS/PDF Data export options for sharing or external analysis. |
CSV/XLS/PDF export is supported to comply with audit, regulatory and reporting needs. | |
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Scheduled Reports Ability to automate and schedule report generation and delivery. |
Reporting can be scheduled/automated for review and regulatory deadlines. | |
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Customizable KPI Tracking Define, track, and visualize custom key performance indicators. |
KPI tracking for agent/team performance is included as part of the quality monitoring toolset. | |
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Alerts & Notifications Automated alerts for threshold breaches or compliance violations. |
Product provides automated alerts and notifications for compliance and performance events. |
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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 a requirement for all regulated call recording environments, confirmed in product documentation. | |
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Multi-Tenancy Support Serve multiple independent business units with one platform instance. |
No information available | |
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Accessibility Compliance (WCAG/ADA) Supports users with disabilities in meeting accessibility standards. |
No information available | |
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Self-Service Portal Enables users to manage their own settings, searches, and downloads. |
Self-service portal allows users to manage, find, and download their own recordings. | |
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Audit Trails Tracks user access and actions throughout the application. |
Audit trails for actions/data access are a default part of compliance platform. | |
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Multi-Language UI Interface is available in multiple languages for global teams. |
No information available | |
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Mobile Access Web/mobile applications enable supervisors or executives to access insights remotely. |
Remote/mobile access for supervisors/managers referenced in product overviews. | |
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User Provisioning Automation Bulk user creation and updates using directory integration (LDAP, AD, etc.). |
No information available |
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Concurrent Users Supported Maximum simultaneous user connections supported. |
No information available | |
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Recording Storage Capacity Total volume of audio/video recordings system can retain. |
No information available | |
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Average Search Speed Time taken to retrieve recordings with standard search criteria. |
No information available | |
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High Availability (HA) Architecture Redundancy and failover features for continuous operation. |
Resilience/high availability features provided for mission-critical insurance/finance operation. | |
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Load Balancing Support Balances workload across system resources for peak traffic. |
No information available | |
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Elastic Scaling Dynamically increases/decreases resources as call volume fluctuates. |
No information available | |
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Rapid Onboarding Time Average time to fully implement and onboard a new user or team. |
No information available |
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Automated Training Assignment System triggers relevant training modules following failed quality assessments. |
No information available | |
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Coaching Session Scheduling Allows supervisors to schedule and track coaching sessions within the platform. |
No information available | |
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Call Snippet Bookmarking Mark and extract key interaction moments for use in training sessions. |
No information available | |
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Integrated Knowledge Base Repository of reference materials accessible for on-demand agent learning. |
No information available | |
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Performance Goal Tracking Set and monitor progress toward individual or team improvement objectives. |
No information available | |
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Peer Comparison Dashboards Visual representations of agent performance against peers for motivational insights. |
No information available | |
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Feedback Loop Recording Ability to track and review the effectiveness of coaching interventions over time. |
No information available |
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On-Premise Deployment Available as locally installed software within the corporate network. |
On-premise deployment supported for regulated customers (including financial and insurance). | |
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Public Cloud Hosting Offered as a managed service in public cloud environments. |
Available via public cloud as a managed service—see product deployment models. | |
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Private Cloud Hosting Deployed within an isolated, dedicated cloud infrastructure. |
Supports private cloud deployment for customers needing isolated infrastructure, as called out in hosting options. | |
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Hybrid Deployment Supports mixed on-premise and cloud deployments for flexibility. |
Hybrid deployment supported for flexibility between cloud/premise, per insurance/finance customer needs. | |
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Disaster Recovery Options Automated backups and failover in case of data center outages. |
Disaster recovery planning and failover options mentioned—significant for regulated business continuity. | |
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Regional Data Residency Ability to specify the geographic location of recorded data. |
Regional data residency supported for GDPR/compliance needs according to target vertical. | |
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Multi-Region Redundancy Data and services replicated across geographic regions for resilience. |
No information available |
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Modern Web-Based UI Interface designed for ease of use, clarity, and fast workflow. |
Modern web UI demonstrated in demo videos and product screenshots. | |
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Customizable Dashboards Users and managers can tailor dashboard layouts and views. |
Custom dashboards are available for user personalization and compliance monitoring. | |
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Guided Workflows Step-by-step processes for common tasks such as evaluations or call reviews. |
No information available | |
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Bulk Actions & Shortcuts Enables batch processing for repetitive administrator and reviewer tasks. |
No information available | |
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Contextual Help & Tooltips Inline help resources directly available during navigation. |
No information available | |
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Agent & Supervisor Modes UI customizes features based on user role for simplicity. |
No information available | |
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Instant Search Bar Search for calls, agents, or feedback instantly from any screen. |
No information available |
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24x7 Support Availability Customer support accessible around the clock. |
24x7 support is promoted for critical insurance/financial services. | |
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Dedicated Account Manager Single point of contact for all account-related needs. |
No information available | |
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Vendor-Led Training Programs Formal onboarding and refresher courses delivered by vendor. |
No information available | |
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User Community & Knowledge Forums Access to peer community and collective learning resources. |
No information available | |
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Service Level Agreements (SLAs) Documented uptime, response, and resolution targets. |
No information available | |
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Regular Feature Updates Continuous delivery of new capabilities and improvements. |
Regular feature updates provided by vendor and referenced in support literature. | |
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Professional Services Offering Access to consulting on system adoption, integration, and best practices. |
No information available |
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