Remote monitoring and call recording

[todd1019]

We are in the market for an ACD call recording package that would allow our clients the ability to dial in and remote monitor. We have an Option 81c with Symposium 4.2. Has anyone looked at our used the telstrat call recording package? Does anyone recommend a package that would meet the needs above. We have looked at Witness but it is pricey.
Has anyone implemented remote call monitoring with purchasing a third party product?

Any input would be great.
Thanks

 

[McGruff753]

I have heard nothing good about Witness. My boss used to work with Witness and he said it definately had it's problems. Others may love it, but I have not found such a person. We currently use eTalk (formerly Technokron) and it also has it's problems. We are moving away from eTalk and the talks have included Witness (cringe).

 

[tipopen]

Witness is the "Cadillac" Telstrat IDVR is the "Chevy".

If all you are looking to do is what you mentioned above, Telstrat will be a good fit. If you are looking for a way to measure and evaluate your agents, Witness would be what you would desire.

 

[todd1019]

We really are not interested in the ability to measure and evaluate the agents with the call recording system. If it had that capability as witness does that would be added benefit but my company is not willing to pay for all the extra fluff at this time. We are trying to cover a practical requiremnt of one of our clients. The requirement by the client is to have the ability to remotley dial into our system and listen to live or near real time (I know some of these systems have a few second delay where the person monitoring the call is really listening to a recording)conversations between our agents and their customers. We have several clients the require certain calls to be recorded.

 

[coniglio]

A colleague of mine sells recording devices. I can't give you much info about the devices she sells but I did cut and paste your post and emailed it to her and she said you could contact her. Her email address is kovanyc@mindspring.com.

 

[todd1019]

I am looking at a new product from nortel.

Remote Agent Observe.