Cacti

Cacti FocusRecord Total/Continuous Recording

Cacti FocusRecord is a highly reliable server-based recording solution. FocusRecord continuously records, archives, stores, and provides high-speed access to thousands of hours of customer interactions. This Cacti product allows for multi-user access with playback of voice and screen sessions and real-time monitoring of any agent, by multiple supervisors. In essence, it records all transactions or conversations made by any agent within your contact center.

Cacti FocusRecord is a non-proprietary, completely server-based (Windows NT, 2000 and 2003) system which can support up to 192 separate channels or eight T1s, or more depending on requirements, of recording on a single Voice Recording Server Module. Each server can optionally be utilized to act as a single server recording platform supporting VoIP, analog, digital, and trunk side recording. Cacti FocusRecord also supports digital station taps with D-channel signaling support for unparallel integration to your existing system. It provides you the ability for centralized archive recording using our intelligent mass storage module or other storage devices such as network storage, SAN, CD-ROM, DVD-RAM or Tape.

Cacti FocusRecord Features & Benefits

Cacti ObserveCTI Selective/Intelligent Recording

Cacti ObserveCTI provides your business with a quality assurance tool to automate the management process. This tool utilizes business-driven, selective/intelligent voice, and data recordings without the need for a proprietary voice logger.

All recordings are categorized and stored for later playback from a variety of locations, including your PC, remote location, web, or any touchtone telephone. Supervisors have access to multiple sites from their PC and can control auditing from a single location within the enterprise.

Cacti ObserveCTI Features & Benefits

Cacti Encryptian PCI/DSS Data Security Standard

PCI Data Security Standard

The PCI Data Security Standard (DSS) is a security standard that includes requirements for security management, policies, procedures, network architecture, software design, and other critical protective measures. When evaluating a new solution for recording, businesses should not only consider how the product helps to achieve PCI DSS compliance, but also if the product is secure and addresses the various aspects of the standard.

Secure Data

Cacti offers multiple levels of security for recordings, based on your unique requirements. Beginning with a detailed list of user rights and privileges, system administrators can define the criteria for each user’s ability to access certain types of recordings, evaluations, agents, and agent groups. A separate secure, password-based auditor application is required to review recordings, further ensuring that general personnel is unable to access critical data. In addition, Cacti also offers both general Level One, Basic, encryption, as well as Level Two 128-bit AES encryption to ensure that your recordings are safe. Data cannot be compromised, accessed, or retrieved without access to the system or the encryption keys, which are limited to specific system administrators.

Mask Sensitive Information

For contact centers that deal with sensitive data, a variety of options exist for masking segments, of both voice and screen, from being saved or viewed in the call recording. Cacti uses various methods including custom software development, agent/user triggers, event or application triggers, and speech analytics to replace sensitive data with “white noise.” This not only provides enhanced PCI DSS compliance, but allows recordings to be used on a broader scale for training and other quality assurance purposes.

PCI-DSS Compliance

Cacti’s server-based solutions allow all storage of recordings to reside within your internal network, enabling compliance with company requirements for both physical and network security. Each time the system is accessed, the event is logged in Cacti’s audit trail, which can be visible or hidden based on user permissions. All Cacti server software components are thoroughly tested for security and integrity in Cacti’s labs before deployment.

Cacti’s PCI Benefits & Features

• Multiple-level Security
• Up to 128-bit Advanced Encryption Standards (AES)
• Secure Server Level Storage
• Protects critical customer information (i.e., credit card information)
• Restrict user access to recordings
• Track and monitor all access to recording resources and customer information
• Masking of Sensitive customer data
• Cost effective, easy to install and maintain business tool

Cacti Converge VoIP Platform

Converge VoIP Platform is based on the proven technology of ObserveCTI and FocusRecord. Converge VoIP Platform allows your IP-based contact or call center to take advantage of both selective and full time recording in one interface. With Converge VoIP Platform, you can choose between the features of ObserveCTI, FocusRecord, or both. With integrated e-Learning capability, with a click of a mouse you can send beneficial training information to your agents. Converge VoIP Platform supports all major standards of VoIP including SIP and H.323, allowing to it work well with every type of VoIP telephony solution on the market today.

Cacti Converge VoIP Platform Benefits & Features