Optional Modules

Public Safety

The Cybertech Incident Replay Application is used in control rooms to rapidly search and replay recordings from a variety of communication sources including radio and telephone, both fixed and mobile. This intuitive and easy to use application allows control rooms to analyse specific emergency situations where the simultaneous replay of all communications is required to accurately recon¬struct scenarios. Significant time savings can be made in the collection of the evidential information enabling incidents to be resolved faster. In addition, operational efficiency can be optimised by having a clear overview of how teams interact. It also provides a powerful tool for training new team members by allowing them to quickly and easily review real life scenarios.

Financial Services

Until recently, storing a recorded call on removable media and having a process to manage that media was sufficient for most compliance recording applications, and is the standard by which most of the systems currently in production are designed.
However, due to the introduction of regulations around customer privacy, and the need to insure recordings are available for litigation purposes, legacy systems may no longer meet compliance standards.

Cybertech solutions meet regulatory requirements worldwide by providing faster access to recorded calls to enable rapid dispute resolution and clarification of events. This is achieved through automated authorization processes, and by delivery of instant call retrieval and replay to the workstation. The system is accessed through standard Web browsers, with the entire authorization process fully documented for a complete audit trail of every event. This includes the time a request is made to replay a call, which authorizations are given a call to be released, and the time of playback.

Call Centers

The Cybertech Evaluation Application is a fully integrated, browser-based Quality Monitoring tool for recording and evaluating calls and screens. It identifies areas where performance can be improved and will play an important role in enhancing the delivery of the highest levels of customer service. Using the same intuitive user interface as other Cybertech systems, it makes the creation of individual projects and campaigns a simple process.