Midas infrastructure bases on Client/Server architecture. Entire system settings and monitoring features are managed through Enterprise Manager Application.
Easy to use, stylish design…
Ideal solution for call centers with optional modules such as
Agent Performance Management, Agent Message Warning System.
The client program offers users features such as: locating the last call on
a chosen channel, real time listening and monitoring, note & comment entry
while real time monitoring, channel short cuts, and many other useful, user
friendly easy to use features. Multiple Midas servers can be
processed using a single client program.
Multiple Midas server support enables authorized personal
to access, listen and monitor recordings from a central location.
Multilevel authorizations can be assigned to users to live monitor and
archive playback based on “Agent”, “Channel” and/or “Service Class”.
Users can double click on the call for live monitoring and note &
comment entry while monitoring. Later on a search can be made based on entered
comments from Archive monitoring screen.
Call information can be observed trough live monitoring screen. (Extension
number, Name of the agent, Agent Login ID, Called ID, Called ID, ACD name, call
duration, etc…)
Activities on the channels (Talking, On Hold, Login, Log Off, Break,
Avaliable, etc…) can be monitored live.
Listing of the archived recordings can be made based on Date, Channel name and/or Agent name. Thus enables users to access the desired recording faster. Additional to above listing options, a rich search criteria can be used.
Highly developed user friendly graphical user interface enables users to locate desired calls efficiently and get detailed information regarding the call with multiple grouping options (Agent based average talk time, total talk time, etc…)
Call Trend Analysis is another unique feature Midas offers to its users. With this feature authorized users can analyze calls by setting different parameters based on “Group Panel” or their own needs. Within these tables users can observe and examine “Average Talk Time”, “Average Response Time”, “Total Talk Time”, and many useful information that does not exist in any other digital voice recorder in the market. Not only that, the created tables can easily be transferred to Excel with “Transfer to Excel” feature to be edited in any format of your choice.
7 days 24 hour non-stop work
Companies use CRM integration to add data such as “Customer Number” and/or
“Company Name” on to the conversations made. Audio files recorded via Midas Web
Service can also be exported to wav format to be used by other applications.
Midas uses the most common compression format known as “GSM” to compress
and store audio signals to save space on the disc. A minute long conversation
saved with GSM format consumes only 100 KB space on a disc. To ensure
information security and to prevent audio files to be accessed via regular
audio processing applications each file is encrypted with a unique algorithm
designed by TELEBILGI. This is especially a crucial feature for places with a
high level of security requirement such as police departments.
Supported compression formats;
13.3 Kbps GSM
16/24/64 Kbps ADPCM
G729
Alaw
MuLaw
With CTI integration Midas offers many advanced features, one in particular: “Free Seating”. For Call Centers associating the call data with the agent information on to the conversation is an important necessity for supervisors to evaluate “Agent Performance”.
Supported CTI integration;
Avaya TSAPI
Avaya TAPI
Genesys TSLIB
First IP-based solution in Turkey : MIDAS
The optional module “Telescope” offers users to create and design forms based on their own criteria. The users can set the questions, answers and the point values. Forms can be associated with voice recordings and/or number of calls.
