Frequently Asked Questions::

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What is CXM®?
What does CXM® do?
How does CXM® record phone calls?
What index information are recorded calls indexed with?
Can CXM® be used for Quality Monitoring?
Can CXM® be used for Call Logging?
How much storage space do I need?
What are the minimum server requirements?
Who provides the servers?
Can CXM® be installed in a virtual server environment?
What are the minimum desktop PC requirements?
What is the maximum system capacity?
Who installs the system?
What are the warranty terms?
How do I get technical support?
What is the client interface?
How is the CXM® recording software licensed?
Can CXM® be used to recording conversations in a VoIP environment?
Does CXM® support recording in a multiple site environment?
What is the method for archiving recorded calls?
Is it against the law to record calls in my State?
What communication systems does CXM® integrate with?
Can CXM® be implemented with a predictive dialer?
Can CXM® trigger call recording based upon business rules or call disposition?

What is CXM®?
CXM® (Customer eXperience Management) is a software application developed by Co-nexus, Inc. that used for quality monitoring and logging.

What does CXM® do?
. Call recording and quality monitoring
. PC call recording and quality monitoring
. Performance evaluation
. Training
. Customer surveys

How does CXM® record phone calls?
CXM® can record calls through a variety of analog, digital and packet interfaces. Trunk side recording, station side recording, select observe recording, record on demand and span port recording is supported. Most major PBX are supported.

What index information are recorded calls indexed with?
Information about each recorded call is obtained through the communication systems CTI link, the D channel to the phone set, the IP header packet, link to the CRM application or through the CXM® App Alert or Record on Demand applications. Index data includes date, time, extension number, agent ID login, ANI, DNIS, queue, skill set, account code, account number or other unique data gathered from the CRM application.

Can CXM® be used for Quality Monitoring?
Absolutely. CXM® Performance Evaluation software enables quality monitoring supervisors to create customized grading forms to evaluate agent performance and identify weaknesses. CXM®'s Training software gives these supervisors the ability to creates training videos, tests and push example calls to the agents. The CXM® Agent Portal is the communication link between supervisors and agents. Through the Agent Portal agents receive up to the minute feedback on call performance and training content.

Can CXM® be used for Call Logging?
Absolutely. CXM® is a scalable solution that can easily be configured to automatically log (record) every call. Recent legislation including the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and the Federal Trade Commission's Do-Not-Call (DNC) have compelled many organizations to seriously consider logging all calls. CXM® can be configured for logging in these environments.

How much storage space do I need?
Recorded calls are compressed and stored on a server for playback. Standard CXM® compression compresses 1 second of talk time into 1.8 kb of storage space. So a typical 4 minute call center call takes up about .5MB of storage space on the system harddrives.

What are the minimum server requirements?
In the TDM recording environment CXM® is shipped with the appropriate server. In VoIP customers may provide their own servers. Minimum server requirements depend on the number of IP devices to be recorded. Consult your CXM® representative for the right specifications for your environment.

Who provides the servers?
Co-nexus offers you options. For IP recording configurations we can provide the server or you can source it yourself.

Can CXM® be installed in a virtual server environment?
Yes. However, some limitations apply depending on the recording configuration.

What are the minimum desktop PC requirements?
For call recording and quality monitoring, none. For recording playback the desktop PC must be equipped with a web browser and a sound card with the ability to replay a WAV file. Phone playback is also available as an option.

What is the maximum system capacity?
None. CXM® has no maximum system capacity however additional processing power (servers) must be added based upon recording volume. Typically, CXM® supports between 144 - 240 recording ports per server depending on the configuration.

Who installs the system?
Co-nexus, Inc. and its Authorized Dealers provide turnkey installations of the CXM® system. This includes project management, installation, training and ongoing technical support.

What are the warranty terms?
Every system comes with a one-year comprehensive warranty covering all hardware, software, associated labor and technical support. Onsite and remote labor is included.

How do I get technical support?
Contact your CXM Authorized Dealer or submit a support request directly to the CXM Technical Support team through our online support center at http://support.4cxm.com. A valid user ID and password is required. Alternatively, the CXM Technical Support team can be reached at 866.400.4CXM (4296).

What is the client interface?
Standard web browser. CXM® supports an unlimited number of playback seats.

How is the CXM® call recording and quality monitoring software licensed?
There are variety of licensing options based on the configuration and optional modules purchased. Typically, CXM® is licensed by the number of simultaneous call recording and quality monitoring ports. The license is perpetual. You are not licensed by the number of playback seats.

Can CXM® be used to record conversations in a VoIP environment?
Yes. CXM® records VoIP through packet sniffing technology. Typically, an span port is set up on the Ethernet switch that the IP devices or voice gateway is connected to. CXM® sniffs and records the VoIP packets and the associated header (call detail) information. Additional call detail information can be obtained from the CTI software of the communication server.

Does CXM® support call recording and quality monitoring in a multiple site environment?
Yes. Depending on the network configuration and routing, CXM® may be able to record the voice traffic from the main site. In other situations remote recording boxes may be required at the remote sites. These remote recorder boxes are administered from the main site and recordings can be stored centrally at the main site as well.

What is the method for archiving recorded calls?
CXM® V4.0 archiving is built on ARCSeve technology. CXM® customers archive recordings from the CXM® server harddrives to the backup drive which typically is DAT. The CXM® admin software makes it easy to schedule the recordings to be archived. The archive happens automatically at the scheduled time. The archive process does not impede the systems ability to continue recording calls. Recordings that have been archived to a backup media can be easily restored for playback.

Is it against the law to record calls in my State?
No, provided you give proper notification. Some states are one party notification states others are two party. Sufficient "notice" varies from state to state as well. For more information about the legality of call recording go to "Can We Tape?"

What communication systems does CXM® integrate with?
CXM® offers off the shelf integrations to virtually of the leading communication system manufacturers including Avaya, Cisco, Nortel, Siemens, Mitel, NEC and Intertel. CXM® supports non-CTI based integration to other phone systems. Call us to see if CXM® will work with your phone system.

Can CXM® be implemented with a predictive dialer?
Yes. CXM® can record both PBX and dialer generated calls in a single CXM® system. Integrations are available to many major dialer manufacturers including IAT, Mosaix and Access! Custom integrations are available.

Can CXM® trigger call recording and quality monitoring based upon business rules or call disposition?
Yes. With CXM® recording decisions can be made based upon decisions made by the agent during the call. Further, information entered by the agent in the data application can be automatically attached to the recording as a searchable field.