1. Introduction
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Neorecording
Neorecording is a professional voice recording solution made in Germany for the NFON cloud telephone system. Neorecording integrates the unrivalled solution of the market leader ASC into the NFON cloud telephone system. As a MiFID II-compliant cloud-based system, it offers the customer comprehensive functionalities for legally compliant recording and documentation of consultations. Telephone calls are recorded as audio recordings, encrypted and archived in fail-safe data centres in Germany.
INSPIRATIONneo
INSPIRATIONneo is an extension of Neorecording focusing on Quality Management (QM). Recorded calls are used there to verify the agent communication and evaluate them. The recorded calls can be evaluated on the basis of individually created templates. These evaluations are the basis for informative result reports. The insights and findings help revealing and tapping potential for improvement. INSPIRATIONneo offers flexible and individual access control options. This ensures that trainers, superiors (e.g. supervisors) and the agents analyze their conversations themselves. This maximizes the learning effect.
Overview
Enjoy using Neorecording!
Subject to changes
Version 2 / 08.2018 (en)
| Neorecording Basic | Neorecording Advanced | INSPIRATIONneo |
| permanent call recording | individual recording rules | QM tool |
| encryption | encryption | user friendly creation of individual evaluation templates |
| only allowed depending on regulatory conditions | data compression | convenient agent rating |
| CLIENTcommand recording module | involve agent in QM process | |
| 100% MiFID II compliant (legal compliant documentation and archiving) | creation and sending of company or customer specific reports |
| Type | Icon/Character | Description |
| NOTE
CAUTION
WARNING |  | NOTE: Information that is useful but not critical to the reader.
CAUTION: Tells the reader to proceed with caution.
WARNING: Stronger than CAUTION; means "don't do this" or that this step could be irreversible, e.g., result in permanent data loss. |
| TIP |
| Useful tips that provide additional information. |
| Procedure | 1. 2. 3. | Procedures are numbered steps to perform an action, where the order of the steps is relevant. |
| Result of procedure/action | ⇒ | Indicates the result of an action//procedure. |
| Lists | • • | Used for listings and items where the order of steps is irrelevant. |
Note that the Neorecording system is available at neorecording.nfon.com. Use this web address also for your software clients, e.g. CLIENTcommand.
Neorecording is the prerequisite for INSPIRATIONneo. This means that INSPIRATIONneo can only be ordered, if a Neorecording extension is already available.
The number of ordered Neorecording licenses does not have to correspond to the number of ordered INSPIRATIONneo licenses. This means that quality management (INSPIRATIONneo) can be ordered specifically for individual Neorecording extensions without the need to order it for the entire system.
Neorecording can be ordered without INSPIRATIONneo. In this case, calls are recorded and can only be replayed. INSPIRATIONneo is always required for evaluation or analysis of recordings.
Analyses or reports of the recordings can be made via the INSIGHTneo module. The INSIGHTneo module is part of the Neorecording Advanced tariff and does not create any additional costs.
Internal calls are only displayed as such if both extensions are "Recording extensions". If only one of the two extensions is recording, the call is displayed as an outgoing or incoming call.
Note that if an active call falls back to a GSM connection, it might happen that the call will not be recorded.
Please note that when using Cloudya apps without VoIP, i.e. when VoIP is disabled, calls will not be recorded.
Please note that if Cloudya Apps do not have a data connection (no Wi-Fi or 4G/3G), calls will not be recorded.
All details on installation and operation can be found in the manufacturer's manual.
Please click directly on the manual title in the list below. This will take you to the manual.
Neorecording
The application Portal is the central interface of Neorecording. The portal allows opening the different applications, checking your personal notifications, and creating personal overview pages about different information.
The application POWERplay Web is a browser-based software for searching and replaying conversations which have been saved in the recording system.
CLIENTcommand is an application which allows the agent to control and add further information to the recordings. This icon allows the user to call up a menu with different functions, options and information. Find here the installation manual for CLIENTcommand.
The application Conversation Download searches for and saves audio files including their additional data on the client computer. It can be configured according to the requirements of different users or to reflect specific search settings. The connection is established via the API server. Find here the installation manual for Conversation Download.
INSIGHTneo
The application INSIGHTneo is the central location for any type of reporting within the productline neo . It allows you to upload your own report templates into the system or to import system report templates provided directly in the system and use them to generate different reports which are eventually displayed in the Dashboards module or in the Reports module. As an alternative, some reports are displayed to users with the respective rights in the application Portal in the dashboard and in the recording widgets or sent to them as an e-mail attachment.
In the Dashboards module, different information is displayed in widgets. A pool containing the available widgets allows users to create their own overview page which may consist of several tabs.
In the Reports module, you can view the reports that have already been created on basis of the templates and the corresponding instances.
The report instances available in the system are displayed in the Report Instances module. A report instance is the detailed configuration of the report template which defines which data is considered. A report is created on basis of the report instance and the parameters at the defined execution date.
In the Report Templates module, you can upload report templates that you have created yourself by means of a specific design tool or import default templates provided directly in the system. Depending on the purpose of use, you can import/create report templates, dashboard templates or recording dashboard templates.
REPORTneo
The reporting tool REPORTneo enables the user to compose his own individual dashboard with the most important KPIs. To gain deeper insights, the user can switch from widget to detailed report with all necessary information available. Currently, REPORTneo includes the Agent Recording Report which allows the user to create widgets and reports based on agent information such as total number of calls, outbound calls, unknown calls, internal calls, inbound calls or call duration.
INSPIRATIONneo
The application INSPIRATIONneo is a solution which is installed on already existing voicerecording systems. INSPIRATIONneo is structured in modules and can be used in differentfields of workforce optimization (WFO). One of these fields is the quality management in callcenters. Recorded calls are used there to verify the agent communication and evaluate it. The recorded calls and optionally the screen content can be evaluated on the basis of individually created templates. These evaluations are the basis for informative result reports. The insightsand findings help revealing and tapping potential for improvement. Comprehensive e-learning functions allow creating and assigning relevant trainings to eliminate the identified deficits of therespective employee. INSPIRATIONneo offers flexible and individual possibilities of access control. This ensures thatthe trainers, the superiors (e. g. supervisors) as well as the agents themselves can analyze thecalls. This maximizes the learning effect.
The agents module offers an overview of the agents, their sessions, evaluations, and current conversations.
In the e-learning module, users can train their skills with provided learning contents. You can access provided trainings and quiz tests. In addition, agents with coaching advisor rights have the possibility to display and administrate coaching advisor sessions and training sessions.
The quality management module allows users to administrate evaluations, carry out calibrations,and define quality alarms.
The Sessions module offers users the possibility to search recorded sessions, filter them according to different criteria thus to reduce the total number to a manageable amount, and subsequently replay, analyze and evaluate them. Sessions are mere call recordings.
In the Templates module, you can create templates adjusted to your individual requirements to be used in different cases of application and administrate already existing templates.
The template generator allows you to create the following templates in different modules:
- Evaluation Templates
- Training Package Templates
- Quiz Templates
- Training packages for sessions
These templates enable you to evaluate sessions and agents for instance or to compile a trainingpackage or a quiz. Depending on the module you are currently using, the template generator offers different elements to design the layout of the template.
INSPIRATIONneo supports a predefined user right scenario (default role Agent) which has been customized to the tasks of agents. After logging in to INSPIRATIONneo agents have exactly those modules and functions at their disposal which they need for their job.
As an agent, you have access to the following modules:
- Sessions module
- Quality Management module
- E-learning module
POWERplay Pro
With the client application POWERplay Pro recorded conversations can be searched for and replayed. Users can systematically search for conversations, listen in on current conversations (Monitoring), replay several conversations at the same time or listen to parts of a conversation in an endless loop. Furthermore, so-called conversation collection boxes can be created that can be used to categorise recorded conversations according to topics. Find here the installation manual for POWERplay Pro.
When using Neorecording Advanced, a POWERplay Web licence is already included. The included licence is valid for 1 simultaneous user. Additional POWERplay Web licences can be purchased.
| Function | Neorecording Basic | Neorecording Advanced | INSPIRATIONneo Agent (Add-on) | INSPIRATIONneo Supervisor (Add-on) | Additional POWERplay Web licence | Additional POWERplay Pro Licence | Additional Bulk Download Licence |
| Licensing concept | per configured extension | per configured extension | per user | per user | per registered user | per registered user | per tenant |
| Bulk recording | ✓ | ✓ | – | – | – | – | – |
| Customised recording rules | available as a service | ✓ | ✓ | ✓ | – | – | – |
| Encryption | ✓ | ✓ | – | – | – | – | – |
| Data compression (reduced storage) | – | ✓ | – | – | – | – | – |
| Recording Control CLIENTcommand | – | ✓ | – | – | – | – | – |
| INSPIRATIONneo | – | – | ✓ | ✓ | – | – | – |
| POWERplay Web | 1 licence included per tenant | 1 licence included per tenant | – | – | ✓ | – | – |
| POWERplay Pro | – | – | – | – | – | ✓ | – |
| Bulk Download | – | – | – | – | – | – | ✓ |
| Online storage | per usage | per usage | – | – | – | – | – |
| Licensing name | Description |
| Set-up Neorecording Basic | Neorecording Basic is aimed at users who want to record all conversations in bulk. This means that recording is automatically started at the beginning of a call and automatically ended once the call has been completed. Includes the initial set-up of the user, the configuration of all needed telephones as well as the web-based start guide, the quick start guide and an interactive help function. |
| Set-up Neorecording Advanced | Includes the initial set-up of the user, the configuration of all needed telephones as well as the web-based start guide, the quick start guide and an interactive help function. Furthermore, a virtual training with an NFON trainer (train-the-trainer, 2 h) as well as support after the set-up and a "go-live support" (through an NFON consultant, 1 h) is included in the service. |
| Set-up INSPIRATIONneo | The quality management set-up service is an additional service to the Neorecording package. This includes the initial set-up of the user and the configuration of all needed telephones as well as the web-based start guide, the quick start guide and an interactive help function. Furthermore, a virtual training with an NFON trainer (train-the-trainer, 4 h) as well assSupport after the set-up and a "go-live support" (through an NFON consultant, 2 h) is included in the service. |
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