Some record the calls. Citec Rec-Sys records the Quality.

In times of international competition, quality has taken on the characteristics of variable competitiveness essential to the Business that wants to completely satisfy its customers, and while being a tool necessary for the proper positioning on the scene of global competition.

CITEC Rec-Sys is the solution of Recording Management for the Contact Centre: based on web architecture, it allows you to simplify the recording process of the calls, by providing all the useful tools to manage the customer better.

The Call-Centre agent uses the normal telephone bar on the desktop of their work station, on which are the commands necessary to control the functioning of the recording, integrated in the already existing telephone bar. With the traditional features of recording – Record, Pause, Continue, Stop – the useful possibility to check the recording carried out, through immediate playback of what was just been recorded is associated. The format of the recording is standard and accessible from most common multimedia players.

By using the web-server it is possible to monitor in graphic form, the status of the whole system:

• Flow of recorded calls


• Flow of playback calls


• Mass storage occupation


• Monitoring alarms

The architecture of the Rec-Sys system provides a set of recording modules connected to the telephone exchange and a Master Recording Server shared by all agents. The latter may be redundant to avoid introducing a possible breaking point in a context that requires a high degree of reliability.

CITEC Rec-Sys uses the “ three-way calling” function, that is allowed by modern telephone exchanges: Massive Recording fulfils the recording of the call in a centralized method, making the best out of the recording resources.

The current solutions available on the market require a power supply for each agent, with a great increase of costs and overall performance. CITEC's Rec-Sys supports a third element for the communication between the user and the agent: the recording system. In such a way, the recording channels are shared and centralized, with respect to the call centre agents and are achieved through a normal telephone call.

The advantages of CITEC Rec-Sys can be summarized as follows:

• Sharing of the recording channels, that a higher usege rate of the recording resources, breaking down the costs of supplies, installation and system maintenance. Overall resulting in a drastic reduction of the total costs for ownership and use of the system;
• Easy to use recording features – Record, Pause, Continue, Stop – and immediate playback of what was just recorded activated directly by the agent from the already existing telephone bar present on the desk top at their work station. The ease of use, avoids the costly specialised training of new functions to staff ;


• Using the most common programs for audio multimedia to playback the recording, carried out with standard formats;


• Control System, monitoring and detecting alarms on the web browser;


• Possibility to define security plans based on role;


• Check the requests of the operators;