Ethical Wall

ISI Telemanagement Solutions and Verba Technologies offer companies that engage in many communication methods one unified platform that combines reporting, alarming, accounting and search capabilities with a dynamic call archiving and playback Voice and Immersive Video Recording Solution. Our UC collaboration suite is a complete compliance solution that captures voice, IM, and video and enforces any policy requirements via Ethical Wall.

The mandates to record, save, verify, audit, control, secure, and maintain the integrity of the voice, IM and video recordings captured while doing business are a part of every regulated industry. Strict adherences to company policies and trade regulations are a requirement for avoiding costly penalties and fines. ISI’s Collaboration Recording & Reporting suite—with Ethical Wall—is the unified platform compliance solution businesses need to successfully manage these multiple modalities and mitigate risk.

Use it for

  • Legal compliance
  • Avoiding conflict of interests
  • Workplace policies
  • Data leakage protection

Enforce compliance policies

  • Integrated with the Verba recording platform
  • Selective session blocking between users/groups
  • Communication mode blocking (IM/voice/video)
  • IM content filtering and redaction
  • Blocked sessions searchable in webapp

 

Ethical Wall – Market Verticals

Which regulated industries gain the most by incorporating Ethical Wall?

 


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Investment Banking

Investment Banking

  • Separating advisory and brokering departments
  • Protect the firm from insider trading liabilities
  • Title V of the Sarbanes-Oxley Act strengthens Ethical Wall requirements

Finance

Healthcare

  • Encryption of Electronic Patient Health Information with prohibited access to
    the encrypted data
  • Define participants and allow, block, or warn based on any combination of
    presence, session, or content
  • Allow for a session chaperone to set real-time permissions that can override
    communication policies in place

Finance

Corporate Finance / Financial Services / Accountancies

  • Separating client teams of competitors

Law Firms

  • Separating legal teams of potentially adverse parties

Journalism

Journalism

  • Separate Editorial and Advertising arms

IT/Security

IT/Security

  • Avoiding copyright infringements / clean room designs
  • Avoiding information leakage

Enterprise

Enterprise Procurement

  • Separate internal teams from vendors

Union Regulations

Union Regulations

  • Presence blocking requirements

And more…

 

Ethical Wall Support for Cisco and Lync/Skype for Business UC

Our platform supports both Cisco and Skype for Business frameworks with diverse ways to record
(IM, voice, video, desktop screens).

Support for
Cisco

  • All Cisco end-points supported
  • Uses Jabber Compliance API, Cisco JTAPI and CURRI

Blocking support for

  • Presence
  • IM
  • Voice/Video
    (currently no distinction is possible)
  • File Transfer
  • Screenshots

Support for
Lync/Skype for Business

  • All Lync end-points supported
  • Runs as Lync Filter on Lync FE servers

Blocking support for

  • Presence
  • IM
  • Voice
  • Video
  • File Transfer
  • Screensharing
  • Polling
  • Whiteboard

Verba Installation Policies

  1. Verba's installation process requires participation from the CUSTOMER during the preparation, installation, and training phases.
    • Servers built according to recommended specification with compatible OS.
    • Latest version of Java installed on all Verba servers.
    • SQL account requirements are satisfied (if SQL Express is not being used).
    • Phone switch configured for recording.
    • If Passive Recording methods are used, network requirements are satisfied.
    • User account created on http://support.verba.com.
    • Verba Install Pack and any other necessary install downloaded and placed on servers.
  2. The CUSTOMER agrees to have one to three system administrators available for end-user training on the agreed upon date(s). Training, by default, will be the same day of installation, unless otherwise stated.
  3. ISI and the CUSTOMER will make every attempt to meet the mutually agreed upon dates of installation. Installations must be scheduled with at least one (1) weeks’ notice. If the CUSTOMER cancels or postpones the installation within two (2) days prior to the scheduled installation date, ISI reserves the right to assess a rescheduling fee of 1/3 the standard hourly rates for such services.
  4. The CUSTOMER shall be responsible for maintaining all servers and workstations for optimal performance, including Operating System patches and client or network based security updates.

Agent evaluation, scoring

Increase customer satisfaction and improve agent performance

Organizations from all around world are seeking to improve their business through increasing customer satisfaction and agent performance in their contact centers. Verba Performance and Quality Management system helps to:

  • Ensure that defined quality standards for each interaction are met
  • Measure and evaluate agent performance
  • Evaluate level of customer satisfaction
  • Identify customer needs and expectations
  • Identify training needs for individual agents

Developing a quality assurance and evaluation program in the contact center can also provide other information exploited from interactions: customer handling skills, sales abilities and techniques, product and service knowledge, technical knowledge, intonation, escalation procedures and adherence to policies and rules.

Easy-to-use evaluation forms

  • Intuitive, user friendly, web based interface with drag & drop features
  • Entirely integrated into the Verba Recording System framework
  • Multiple question types with appearance control (radio, listbox, etc.)
  • Weighting (sections, questions)
  • Skill assignment feature for questions to provide an additional layer of evaluation
  • Form auto fail options for each question
  • Default value settings
  • 30+ configurable form and call detail fields displayed on the scorecard

Flexible selection of interactions for evaluation and scoring

  • Project based framework
  • Option for group/agent based call selection
  • Mathematically and statistically correct random selection
  • Configurable access control for supervisors
  • Score classification settings
  • Interactions for scoring are automatically presented for the supervisors in the project
  • Integrated Verba Player with all the features including enhanced playback controls, markers, etc.
  • Support for sharing and discussing scorecard information with agents
  • Supervisor calibration

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Screen capturing

Screen capture for quality management

Verba Screen Capture module is an optional building block of the Verba Performance and Quality Management system. Contact center supervisors, managers are now able to monitor and evaluate agent performance by recording the content of the agents' computer desktop screen during the calls.

Lightweight and centrally managed capturing agent

The lightweight screen capture agent module is installed on the agent computer and it automatically records the screen activity during the agent's calls. The recorded screen capture video files are automatically uploaded to the Verba Media Repository server, where the files are merged with the audio counterparts, providing a single, synchronized media file for playback. The upload process is configurable and it supports scheduling. As all other system components, these screen capture modules are also configured and managed centrally. Administrators can simply apply a common settings for all agent computers by a single mouse click, through a configuration profile on the web based management interface.

Efficient screen capture video codec

Verba Screen Capture module utilizes a new video encoding mechanism called Verba Screen Codec (VSC). The codec was developed in house and leverages the latest compressions and optimalization techniques. The VSC provides lossless and lossy encoding options with the ability to configure the resolution, color depth and quality. Compared to other lossless screen capturing codecs or lossy general video codecs, VSC provides a significant benefit in terms of speed, resource consumption and file size.

Flexible API

Payment Card Industry Data Security Standard (PCI DSS) or other policies require to control the screen capturing by pausing and resuming the process when certain conditions are met, e.g. card holder PIN code is entered by the agent on the screen. In order to comply with these requirements, Verba Screen Capturing module has a powerful, standard based Application Programming Interface (API).


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