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Multimedia Recording, Evaluation, and Archiving for Contact Centers & Public Safety Systems

Training and Quality Control

State-of-the-art recording systems from Milner can increase the effectiveness and efficiency of call center management. We offer and support high performance multimedia recording platforms for contact centers with a variety of configuration options, ranging from a single recorder/playback unit to multiple, networked recording servers for larger or multiple sites. With our flexible solutions, you can choose what you want to record, select the best recording and playback methods for your environment, and pick the tasks you want to perform, such as training, quality monitoring, replay, and archiving.

Compliance and Liability

Government and industry regulations—including the Payment Card Industry Data Security Standard (PCI DSS)—have prompted many contact centers to record and archive customer interactions. But full-time recording is only one part of the compliance recording challenge. Maintaining, storing, and retrieving recordings for sales verification, dispute resolution, and business intelligence are equally important. With this in mind, Milner offers high performance recording solutions that are designed for contact centers of all sizes, whether they use traditional time-division multiplex (TDM) recording or Internet protocol (IP) recording—or both.

Public Safety

Although regulatory standards are still being developed, all of our Public Safety Systems are designed to comply with Next Gen 911 recording guidelines. Our mobile, stationary and portable digital video surveillance recording (DVR Systems) utilize the latest enhancements to reliably produce exceptional quality digital recordings. Milner systems can capably manage the communication challenges of very complex emergencies with VoIP, Chat, text, and live video feed from any internet-based device. Personal safety and medical alert systems can all be flawlessly integrated into this superior 911 recording system to provide the ultimate public safety responsiveness.

With hundreds of successful implementations, Milner helps contact centers optimize their service quality and improve operational effectiveness—reliably, securely, and cost-effectively.