Avaya Call Recording

On-Premises Recording With Call Transcripts, Real-Time Sentiment Analysis and Recommended Actions

Learn from customer conversations about what customers are calling about, where your agents are falling short, and how to respond to negative sentiment real-time.

Comstice Audio Recording Benefits

Use Conversations for Training

Analyze call transcripts for new opportunities, feature requests, and common issues.

Monitor Customer Sentiment

Mark customer sentiment on calls to find and eliminate the root causes of negative sentiment.

Recommend Actions Real-Time

Recommend actions to agents real-time with call transcripts to reduce agent training times.

Recommended Actions

  • Using the local AI engine, Comstice Audio Recording can recommend actions based on call transcripts.
  • This helps agents handle calls from many skills with minimal training required.
  • For example, if the customer is asking for a refund, the system can recommend to the agent to offer a refund.
  • It can also recommend to the agent to offer a discount or a free product if the customer is unhappy with the service.

Call Center Recording Features

You can use your compliance recording for internal training, agent performance management, sentiment analysis, and recommended actions.

On-Premises Recording

Record audio conversations using an on-premises audio recording solution for maximum data privacy.

SIPREC Support

Record all the SIP calls in the trunk level using SIPREC Recording standard.

Real-Time Sentiment Analysis

Convert audio recordings to call transcripts and recommend actions for the call context.

Built-In SIP SBC

No additional SIP Session Border Controller needed. Comstice Audio Recording includes a built-in SIP SBC.

Call Transcripts

Convert audio recording into a text-based call transcript for different use cases.

Keyword Search

Search for contract numbers, certain keywords, or lack of keywords on the call transcripts.

Sentiment Report

Create a sentiment report for positive, neutral, and negative sentiment based on the call transcript analysis.

Performance Evaluations

Analyze every single call handled by each agent for performance evaluation and training.

Bundle Avaya Audio Recording With

Integrate Comstice Call Recording solution with the following solutions for a complete productivity uplift at customer service.

Comstice Workforce Management](/content/cisco-uccx-wfm/index.html)

Bundle Call Recording with Comstice WFM for automated quality assurance tests and reports.

Comstice Mobile Softphone](/content/cisco-cce-outbound-campaign-manager/index.html)

Bundle with Comstice Mobile Softphone to record mobile business calls of your employees and partners.

Comstice Reporting and Analytics](/content/cisco-uccx-reporting-analytics/index.html)

You can listen to the audio recordings of the calls in the historical reports and cradle to grave reports.

Download Data Sheet for Features, Architecture, and Project Plan

Get all the details about Comstice Call Recording for Avaya Communication Manager and Contact Centers including features, comparison with the alternatives, architecture, server specifications, and the sample project plan.

Download Data Sheet

Comstice Audio Recording FAQ

  • What is the license model for Comstice Audio Recording? It is licensed based on the number of agents that will be recorded. It is tiered pricing; it is not per agent. You can have a subset of the call center for the recording as well.

  • Do I need additional licenses on Avaya side to use Comstice Call Recording? If you are looking for DMCC-based recording, you will need Avaya DMCC licenses. If you are looking for SIPREC-based recording, usually, there is no additional license needed. Only a SIP Trunk and CDR integration will be created.

  • How does Real-Time Sentiment Analysis work? Real-Time audio stream is sent to Comstice Audio Recording Server. Real-Time call transcript service creates the transcript real-time.

It also runs a locally hosted language model to analyze the sentiment as well as the context of the call, i.e., what seems to be the problem. It then lists the KB articles relevant to the problem and shares with the agent.

  • Does the solution include a Knowledge Base? No. Comstice offers a Knowledge Base solution or you can use your existing KB platform.

  • Is there anything hosted in the cloud such as LLM? The solution is designed to be used on-premises. No cloud dependency. Comstice can host it for your organization as well. It runs on a Linux VM as Docker containers.

  • Can I control the level of access that my team members and supervisors have? Yes, you can. You will create profiles to assign permissions about which agents, skills, and users can search in the audio recordings.

  • Can I access audio recordings from Comstice Quartz Cradle to Grave Reports for Avaya? Yes, you can play the audio recording of the call you have searched from Comstice Quartz.

  • Can Comstice Audio Recording solution integrate with CRM solutions like Salesforce to copy the call activities into Salesforce along with recording links and call transcripts? Yes. It can create phone activity for the phone number, copy the recording link, call transcript, and sentiment information into Salesforce.