MARVEL™ CALL RECORDING SYSTEM
Digital multi-channel telephone voice recorder

Adds security and increases quality of customer service at an affordable price. It is optimal for businesses that want a cost efficient digital voice-recording device or call logging system.
Mission-critical activities of most organizations such as financial, public safety, insurance, hospitals, and construction organizations, largely depend upon a single major business asset - the spoken word.
With this comes the need for efficient and reliable Call Recording. MARVEL Call Recording System is the present and future of PC based digital Call Recording and monitoring.
Along with the easiest-to-use graphical interface, the system can be completely managed from anywhere on your LAN using a Windows-based node.

WHY DO YOU NEED A MARVEL VOICE LOGGING SYSTEM ?

Agent Training :
It is often helpful to have the persons answering your telephone calls hear their own voice and listen to how callers hear them. This will help them improve their call etiquette.

Quality Assurance :
Call handling can be monitored on a monthly or bi-monthly basis to see where improvements are needed.

Quality Control :
MARVEL allows for call confirmation and eliminates the who-said-what disputes.

Liability :
A recording of a conversation can be priceless if your business were to ever end up in court. Being accountable to your clients can help your business earn the respect of your customers.

FEATURES :

• Full screen graphical user interface


• Operates within the Windows-NT environment


• Full color icons for easy line identification


• Cyclic recording onto hard disk as primary storage


• Selective record backup on a variety of recording media such as DVD and DLT


• Concurrently records conversations on up to 96 channels per chassis


• Redundant disk operation available


• Search records by date, time, channel number, channel group or dialed number


• Loop voltage start or voice activated


• Open Architecture for present and future integrations with similar systems


• Access recorded conversations from any networked PC. Start recording on request optionally


• Start recording on request optional


• Audio-visual notification when recording media is full (optional).

User friendly :
An easy to use graphical user interface makes using the MARVEL Call Recording System simple and easy to learn even for no specialists.

Administrator friendly :
The administrator friendly feature of Marvel Call Recording makes it simple for network administrator to repair, upgrade or reconfigure the system. Furthermore, you can move Call Recording application from one platform to another, if needed.
MARVEL Call Recording System uses only the highest-grade, industrial, non-proprietary, PC components including voice-processing boards. Our use of rock solid fault tolerant industrial computers means next to no down time and very low maintenance requirements. All of our industrial hardware components are available from thousands of standard PC sources anywhere in the world. The only proprietary component is voice-processing boards that do not differ from any other expansion card.

Secure :
The user can optionally restrict Access levels to control and management, play back and monitoring, play back only, or monitoring only

Reliable :
Built with extreme reliability in mind:

Designed as Windows NT service. The program runs on Windows NT for maximum reliability.

Optional DLT or DVD back-up system that back up between 3,500-13,000 hours of recording in one removable tape.

The System comes in a reliable industrial chassis with optional external UPS and power regulator to protect from power fluctuation. Database runs in MS SQL for maximum data security and speed of processing. The Industrial Chassis has the following features:-

• 19-inch / 7U rack mountable case which meets the global standards, made of rugged, steel chassis suitable for industrial environments


• Up to 19-slot ISA / PCI-bus passive backplane


• 4 x 5.25" removable drive bays accessible from behind the front lockable door


• 2 x 3.5" drive bays accessible from behind the front lockable door


• Lockable door for protecting the disk drives against dust and unauthorized access


• Two sets of system control panels including reset buttons and HDD LEDs power-on switch behind the front lockable door


• 5 High-speed ball-bearing fans with removable easy-to-clean dust-filters


• Adjustable hold-down clamp that protects plug-in cards against vibration


• Temperature, Fan & Power Module Sensor board with LEDs and a Beeper


• For an extra cost; the following further reliability options can be provided:

A- Dual hot-swap 300-Watt or more redundant power
    supply
B - Dual hot-swap processors
C - Dual hot-swap mirroring hard disk
D - 19" industrial Rack system

• Marvel Call Recording System is a true 32-bit multi-tasking and multi-threaded application, which means that each channel and function runs independent of one another. If, for some reason, one of the processes fails it does not affect the rest of the processes. (For instance: If one channel has a problem, the rest of the channels, database, archive and playback threads are unaffected and the single channel can be reset without restarting the system or upsetting the rest of the recordings).

Scaleable:-

Call Recording System is scaleable to fit the needs of your business. Start with a 4-channel System and easily expand to hundreds of channels. It supports up to 96 Channels per chassis, while up to 10 chassis can be stacked in one Industrial Cabinet to add up to 960 Channels per Cabinet.

Compression:-

Uses latest GSM compression standards to save thousands of channel/hours per removable media.

Remote Access :-

Can be remotely accessed and remotely monitored from distance by telephone line (optional).

Selective Recording (Call Sampling) vs. Full-Time Recording :-

The MARVEL Call Recording System records full-time and allows you to pre-define call sampling for evaluation. The system will present calls to you for evaluation based on your criteria. For example, you could choose to review two calls per week, per agent, by day and time or choose to review three calls, per agent, that go over three minutes.

With the MARVEL Call Recording System there is no reason not to record full-time. A minimum of 39,000 hours of calls will be saved on the system's hard drives for instant playback and retrieval. In addition, your calls can optionally be archived on removable media.

While helping you manage your call sampling for evaluation, MARVEL Call Recording System allows you to record every call, every minute of every day. This gives you the flexibility to:

1. Have a clear picture of what's happening in your contact center or call center. If your recording equipment only allowed for selective recording, you could be missing important data that could indicate problems in your contact center or call center.

For example : If you come to know that one of your agents that you listened to his calls has transferred more calls than those done by any agent else, you provide him training on his weaknesses and within a few weeks his transfer rates are where they should be.

2. Have exact documentation of a call for dispute management. Recording every call could save you a bundle.

For example : After five weeks of working around the clock, you deliver 5,000 units of a custom made product SR34 per unit to your customer. Unfortunately your customer now claims he only ordered 500. You stand to lose SR 153,000. Fortunately, you have recorded the entire transaction. Your customer clearly said 5000 units. In this case your customer would admit his mistake.

3. Evaluate agents fairly. When you only record sample calls, you are not getting a true picture of an agent's performance.

For example : You choose to record one of your agents' calls at 4:00 p.m. of every day, when evaluating his work you notice that he audibly yawns four to six times per call and makes several simple mistakes. If you had recorded every call, you could select 10:00 a.m. on any of the same days and get a very different picture of his work. He's enthusiastic, helpful and very accurate. You switch him to the early shift and he becomes your most complimented agent.

FULLY DIGITAL :

MARVEL Call Recording System can be directly connected to the digital station port of most PBX, ACD, and Key telephone systems including Avaya, Nortel Networks, NEC, Nitsuko, Siemens, Ericsson, Intercom, Alcatel, and others, without having to install separate digital-to-analog voice logger patches.
This greatly simplifies installation, reduces service problems and costs, and eliminates cumbersome, optional, equipment. In addition, you do not have to run a dedicated pair of wires from each station or connect to a local step-down transformer, as is required with the obsolete logger patch.

VARIETY OF ARCHIVE MEDIA :

MARVEL Call Recording System supports DAT & DVD media for archiving recorded calls. However, we recommend DVD-RAM, and retrieving calls from DVD is almost as fast as retrieving calls from the hard drive.

CLIENT/SERVER FEATURES!

With MARVEL Call Recording System's Network Client, employees are able to search and playback calls right from their own Windows NT, 95, 98 or above workstations! All of the same powerful search and playback features found in MARVEL Call Recording System's Server are available to anyone on the network. Every MARVEL Call Recording System provides search and playback from any authorized workstation.

COMPLETE SYSTEM STATUS :

All of MARVEL Call Recording System vital status information (from archive media to current activity of every phone or radio) is displayed on a single, easy-to-understand screen. Reporting modules are also included for displaying and printing this information.

MARVEL Call Recording System is designed to allow for unattended operation. If there are any problems or an attendant is required to change the archive media, MARVEL Call Recording System will notify the attendant via visual/audio alarm, e-mail or even pager if service is available!

D-CHANNEL MONITORING :

Data detection from the majority of digital phone stations is a feature that is peculiar to MARVEL Call Recording, and is hardly found in other peer systems. Such feature enables you to know the caller information and the status of all buttons of the phones, which are being recorded. This capability was not available before unless through expensive sophisticated connectivity systems.

D-Channel Monitoring delivers:

• Dialed Number


• Agent Identification


• Directed Number Identification (Caller ID)


• Start/Stop for each channel


• Key Presses and much more…

REPORTS :

Reports can be generated from both the Server and the Clients using MARVEL Report Designer. A group of default reports are also available.