Unisys South Africa has made available Eyretel`s MediaStore, a Year 2000 compliant digital recording system, which facilitates the storage, capture and retrieval of voice information. The product is being installed in the Sandton Crisis Centre, and provides a crucial link in aligning the centre with the soon to be integrated nation wide 107 emergency number.
MediaStore is an event-driven recording device, which combines with a content-based database, providing up to date and accurate client information. This product sustains a platform to improve crisis centre business management performance, including training management, simulation, enhanced quality control, productivity and better uses of their limited resources. The solution allows companies to tailor the product to their specific budget and business requirements.
MediaStore guarantees all incoming and outgoing radio and telephone calls are digitally recorded and available for instant replay, even at remote locations. When an emergency call comes into the centre, the Harris call center at the Sandton Crisis Centre channels the call through to the first available operator. The caller`s details will automatically be displayed on the operator`s screen and all communications between the caller and the emergency service operator are recorded.
MediaStore offers crisis managers the opportunity to effectively equip staff with the necessary skills. With the growing road crime and accident rates in South Africa, emergency centre staff needs to be constantly monitored to ensure consistency in handling and relaying information. The system allows management to review calls and to highlight any disparity in responses. With this new product in place, management can improve the quality of training and client service.
"The training of operators is fundamental to the success of any crisis control centre. The instant availability of accurate, detailed information, recorded with clients, can prove to be an invaluable training aid. All recorded messages can be screened or replayed to effectively improve client service in all areas, from response time to transfer of information. The solution provides practical examples that allow staff to fine-tune both their personal skills and emergency procedure knowledge. In addition, any advice or information supplied that is queried can be instantaneously recalled. This helps to insure the crisis centre against a legal claim or formal enquiry.
"This new product is the first voice recording system to utilise PCI data transfer technology, giving companies who have crisis/emergency control centres, the capacity to handle 128 concurrent channels, even at peak traffic levels. The system contains a 32-second buffer, where all calls are automatically pre-recorded. This means that valuable information available even before the operator is on the line is accessible, this could include background noises, verbal threats or things like gunshots and screams.
There is no single point of failure, ensuring that no calls go unrecorded, even in the event of disk failure. This customer-specific solution allows for call information to be accessed quickly and easily, and has capacity for future expansion", said Unisys SA programme manager Allan Wattrus.
Eyretel recorders have been tried and tested by other leading emergency services in both the private and public sector worldwide. Designed by engineers specialising in digital voice recording, the product offers a simple to use yet highly reliable system. MediaStore provides an excellent platform for building multimedia solutions. It has the capability to record voice, data and video and to provide output through different media.
"We work in long-term partnership with our customers so that they continue to achieve the optimum return on their investment in recording solutions", added Unisys programme sales manager Keith Bothma.
Eyretel`s new business solution the MediaStore will be on display and demonstrated at Call Centers `98 at the Northgate Dome from 6-8 July.
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