Auto PCI-DSS Compliance

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• Users define the screen area that contains Credit Card or sensitive data to be detected automatically

• Detection sends a “pause” to the recording server 

• Upon completion of Credit Card transaction, a “resume” message is sent to recording server

 

Transaction-Based Screen Capture

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• Define the application, screen or an object to be automatically detected

• Define a method of activation (by a manager or an employee)

• Detection sends a "start" for capturing agent or employee screens

• Upon completion of the data, a "stop" message is sent to stop recording

• The transaction-based captures can be used for QA (agent, employee or processes), sales validation and other front and back office functions

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Real Time Critical Event and Sensitive Data Detection, Notification and Action

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• Real-time, automatic detection of critical and important events or sensitive data entered by an employee so immediate action(s) can be taken

• Information can include:

  • critical event or sensitive data

  • notification to be launched upon detection

  • automated action to be taken

 

On-Screen and Real-Time Monitoring

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Employees have an option for on-screen display that can show their performance in real time

• Actual duration vs. duration per item

• Total items processed

• Their current place in the process

Agent/Employee Quality Assurance (QA) and Coaching Guidance

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• Employees can be monitored and evaluated automatically in order to implement training, quality assurance and compliance programs

• E-Coaching action launches a window on employee screens with coaching and guidance content

  • ​Guide to process transactions, use alerts and notifications, or include sale notes

• Next-Best-Action displays the next best step to be followed by the employee; this guidance assists in automating staff workflow

• Scoring using positive or negative numbers that can be recorded in a performance score card 

• Comprehensive reports, charts and score cards are generated and can be stored or emailed to user-defined recipient lists

 

Business Process QA

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• Processes and workflows can be automatically monitored and evaluated to discover and resolve process deficiencies and bottlenecks

• Performs post processing and aggregates, normalizes and averages score cards across multiple users

• Identifies percentage of workflow sequence follow ups by agents or employees

• Identifies specific workflow sequences with most deviations (sequence, duration)

• Aggregated data provides actionable knowledge identifying business process deficiencies and assists in resolutions and improvements

• Results are presented to users in reports/charts