South Africa’s Leading Telephone Call Recording System and Quality Management Software
Recording a call using a flexible, intuitive, and affordable call logger solution is key to achieving optimal operational efficiency. No matter the reason why you need call recording in your business, be it for call centre recording, agent recording or other, our web-based telephone call recording system and quality management software will enhance your operational efficiency – guaranteed.
As the successor to Amethyst, the original version of this ground-breaking telephone recording system, Amethyst now helps you work even more efficiently in the modern, digital workplace, through enabling the ultimate in security, mobility, and scalability.
Here’s how Amethyst will help you and your team to work smarter:
Recording
Enable flexible, intuitive recording
• Calls captured from anywhere, with any PABX. • Recording multiple remote branches with centralized access and storage of recordings. • Flexibility in recording method topology (PRI, BRI, Analog, VoIP Trunks, plus Analog, Digital & VoIP Extensions). • Channels multiple recording method combinations into one single system.
Search and Playback
Find and hear your calls in seconds
• Quick and efficient retrieval of calls for immediate query resolution. • Time-scale display timeline with selective playback capabilities. • Access via any device to call recordings and reports. • Enhanced search functions including Call Type, Number of Tags and Number of AQM Templates completed. • Powerful, multi-level search, tagging and in-line note capabilities. • No 3rd party plugins needed to search and listen to calls.
Storage
Protect your greatest data assets
• Efficient and safe recording data conversions, storage, and access. • Optional cloud-based backup and storage of data. • Automatic purging and dual archiving.
Team Management
Empower your people for better results
• Unlimited, multi-level supervisor access at no additional cost. • Individualised supervisor permissions for AQM, audit trails, dashboards, diagrams, additional modules, recording search, recording playback and more. • Infinite groups and supervisor structures with multi-way group access for easy team management. • Automated group structure diagrams for accurate group, supervisor, and agent allocation. • Custom AQM Template and Questionnaire setup and easy AQM Questionnaire sharing. • Advanced Agent Status Review utilities. • Full audit trails. Access to recordings, administration tasks and AQM tasks can be traced.
Technical Management
Experience technology that just works
• Hassle-free installation with minimal downtime. • Comprehensive internet-based supervisor training. • Amethyst can run on either a physical, or virtual server. • 64-bit application for greater efficiency. • Secure email connectivity – SMTPS. • Free, comprehensive Software Developer Integration Kit (SDK). • Ongoing free same-version software updates. • Automated system health checks. • Automated software health-checks and error reporting for pro-active software management and resolution.
Intelligence and Reporting
Work smarter with better insights
• Flexible, comprehensive reports and statistics on all call recordings. • Reports and statistics available per user, extension, or telephone number. • Comprehensive, yet easy to use dashboards for fast, easy Group Access and AQM. • Advanced analysis and automated report generation. • Quick, automated report distribution via secure email. • Advanced supervisor auto-logout feature. • Playback link with access to a specific recording can be sent that will be available for a limited time.
Compliance
Align to legal and customer expectations
• Full compliance with POPI, FICA, FAIS, SOX, PCI, NCA and CPA requirements. • Automatic detection and masking of DTMF tones for POPI compliancy. • Mute sensitive or non-essential information in the recording before it is emailed or exported.
Thinking of upgrading from AMETHYSTLite?
The only differentiation between Amethyst and AmethystLite is the fact that Amethyst comes standard with Agent Quality Management (AQM), and AmethystLite excludes the Agent Quality Management system, but can be purchased as an additional module.
What is Agent Quality Management (AQM)?
AQM provides functionality for creating templates which can be used to score individual agents’ performance in their interactions with your clients. It also allows for the random selection of recordings to be marked for scoring, ensuring compliancy with HR requirements. There are also many reports that can assist in the evaluation of agents and their access compared to their co-workers.
Providing cutting-edge Telephone Call Recording and Quality Management Solutions since 2002.
