The DGVox’s rugged and scalable hardware is specially designed to meet the stringent requirements of Government, Defence and Security Agencies. It ensures unmatched performance even in extreme operational environments and its user-friendly software interface is ideal for continuous monitoring and accurate reporting of security enforcement practices.
Banking and Financial Services Industry
DGVox is a secure and reliable voice logger designed to meet the stringent legal and transactional needs of the banking and finance industry. It ensures unmatched performance with web-enabled centralized monitoring capability, and offers a choice of compression rates to ensure secure, fast and reliable storage and retrieval. Special features and customisations available for Banking and financial industries include the following.
Customer Identification and Authentication In addition to Customers’ Caller ID and time of call, DGVox deploys optional sophisticated tracking engines to capture Client ID/ PIN with each transaction, ensuring each recorded voice file is tagged and identified to specific client accounts for legal compliance and transactional efficiency.
Agent ID Tracking Agent ID is captured and tagged with voice data, ensuring authenticity and clarity to each transaction recorded over the voice platform.
Integration with Applications and Databases The open source database architecture allows fast and easy integration of DGVox with the client’s database, allowing quick search and retrieval of comprehensive account details.
Dealing Room Recording Solution DGVox deploys a specifically designed dealing room recording functionality to authenticate, track and report Forex, Bullion and Stock deals over the voice platform. The DGVox’s Dealing Room Recording modules, compatible with the leading Dealer Room telephone System, ensures precise and authentic voice signatures are tagged with Dealer ID and client account information.
Secure Access & Audit trail Access to the DGVox software and servers are monitored using fine-grained controls. Multi-level alphanumeric passwords can be set for access to various levels and functions. Multi-user access control provides easy grouping and administration of voice channels, which ensures comprehensive user-management capability. This enables you to control and assign each user profile with tailor-made multi-tasking capabilities.
Centralized Monitoring with Web-enabled Remote Administration The advanced web-enabled software engine allows centralized administration for secure and single-point data mining. The remote live monitoring and reporting features allow management of the data from anywhere around the globe.
Utilities and Transportation Industries
The DGVox is a voice logger uniquely designed to meet time-bound reliability, security and precision requirements for the utilities and transportation industries. It ensures unmatched performance in different operational environments, and offers a wide choice of compression options to ensure secure, fast and reliable tracking. DGVox is designed for use in utilities like large power plants to mobile units like locomotives and trucks. Following are some of the special features which make DGVox suitable for this industry.
Multiple Carrier Interface DGVox supports multiple voice platforms ensuring seamless support over wired and wireless communication networks. Conventional analog and digital telephone networks, VHF/UHF radios, VOIP and PA Systems are few of the supported platforms.
Integration with Command Centers DGVox can be easily integrated with command centers of Transport and utility industry . The APIs available with DGVox can be used to integrate the DGVox call information to be linked with the location information of the communication end points.
Real Time Notes & call evaluation. DGVox provides facility to enter the call notes and tagging of the calls on a real time conversation . Also the call can be evaluated by the Agent quality monitoring module to evaluate the call takers.
Screen capture Call taker’s screen activities can be recorded as a video file and will be tagged with the voice call . This way all the activities of the call taker will be monitored during the call. This can be used for evaluation , training and analysis of any events happening in the Transportation and utility segment.
4. BPOs and Contact Centers.
The DGVox is a multi-platform voice logger specially designed to adhere to the stringent norms of the ITeS industry. It also offers Agent Quality Monitoring and Screen Capture options. The web-based interface allows remote management capabilities with access to Agent Activity logs for thorough and accurate audit and evaluation.
AQM - Agent Quality Monitor The DGVox provides comprehensive agent evaluation tools that may be used for quality evaluation purposes to optimize productivity. The AQM module is equipped with a broad range of templates for generating evaluation forms and agent reports. This optional feature is available with free seating management. DGVox also provides an option to integrate with third party evaluation tools.
Screen Capture Module The screen capture module of DGVox enables the administrator to capture and evaluate the on screen information available on the call agent's screen. This powerful tool helps to monitor, evaluate and validate the information available to the call agent in order to optimize productivity and customer satisfaction.
Integration - Avaya®, Cisco® & more Avaya, Cisco and many other leading phone models have CTI platforms that are scalable, reliable and secure. It manages the extensions where the calls are to be recorded, and provides the underlying call and media control capabilities. Through this direct integration with these CTI platforms, DGVox is able to capture and analyze all relevant information including call details, agent details and agent activities such as hold, transfer precisely. DGVox provides agent quality monitoring using these details.
Project/Task based Grouping Voice channels can be grouped based on project, task, department or specific skill sets. This optional feature ensures accurate and comprehensive reporting with advanced user management capabilities.
Open APIs for Seamless Integration The advanced configurable software engine provides an ideal integration with open APIs for seamless deployment on any existing IT backbone. This optional feature ensures minimal restructuring and downtime, in addition to savings on procuring new infrastructure. Evaluation tools, CRM, other applications and databases can be easily integrated using DGVox’s open APIs.
Secure Access & Audit Trail Access to the DGVox software and servers are monitored using fine-grained controls. Multi-level alphanumeric passwords can be set for access to various levels and functions. Multi-user access control provides easy grouping and administration of voice channels, to ensure comprehensive user-management capability. This enables you to control and assign each user profile with tailor made multi-tasking capabilities.
Remote Live Monitoring The web-based monitoring module allows for voice streaming over the internet. This means that live voice can be monitored over the internet from anywhere around the globe. Our proprietary compression algorithms can be invoked to minimize the size of voice files, thereby ensuring minimal bandwidth usage.
Scheduled Recording The Scheduled Recorder Setting is used to customize the time period, when the call is to be recorded or not to be recorded, depending on the DGVox user's requirement. There are three options on each day to set the period. The recording can be scheduled for all users or for an individual user. For the individual user setting, you have to select the channel ID of the desired user. This feature automates the recording function and eliminates the requirement of human interaction up to a larger level by setting pre-defined recording priorities as per the DGVox administrator's requirement.
