ORECX CALL RECORDING BLOG

Can your Call Recorder do This?

Posted by Kevin Levi on Jul 29, 2021 11:16:59 AM

Like just about everything in life, sometimes it makes sense to make a change - sometimes for sheer betterment and sometimes simply to try something new. It doesn't mean you made a mistake. It could just mean that something better comes along. This is certainly the case with call recording software. No two are created equal, and some have capabilities others simply can't match. 

Your current business call recording solution may be doing a nice job at capturing your customer calls, but there could be limitations that keep you from getting the very most out of your customer interactions - like discovering customer insight, sales and marketing trends, compliance issues, dispute resolution evidence, workflow disruptions, agent performance issues, etc.

To be sure you're current total call recording solution is up to the task, ask yourself if your software can do the following:Best-Call-Recording-Apps_feature

  1. Record your calls on separate channels - that is both parties are captured on separate tracks so they can be distinctly heard without over-talk - this helps power highly accurate transcription and speech analytics to maximize rich discovery of customer intelligence. 
  2. Integrate 3rd party data sources (CRM,, analytics, etc.) with your call recording audio and meta data (using a common, standard REST API for simple integration) to gain a 360-degree view of the customer.  
  3. Easily record calls centrally across all your distributed locations regardless of the varying telephony infrastructure and business/technical requirements from site to site - this helps management gain a single, integrated view of interaction quality and customer intelligence across teams and regions.
  4. Continuously improve features, functionality, security and interoperability from extensive peer reviews, iterations and enhancements from a global user community.
  5. Record calls using open source SIPREC, which requires configuration of only the traffic you need to record, is extremely scalable to thousands of concurrent calls and offers auto-provisioning of users.
  6. Run in parallel with any existing recording system so you do not have to disrupt your current audio capture environment while gaining much-needed interoperability and functionality. 

If your audio capture system cannot do one or several of these things, it may be time to take a look at OrecX. 

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Topics: call recording, call recording open source

"Open" Audio Capture

Posted by Kevin Levi on Jun 10, 2021 11:45:46 AM

The goal of any voice capture platform is to record the customer and agent's voices in a high quality format and store that audio for later recall (for order verification, proving compliance, settling disputes, etc.) and to feed one's third party apps (speech analytics, voice biometrics and so on) to derive advanced customer intelligence. As such, capturing audio without any restrictions on storage, playback and portability is imperative to not hinder its ultimate utility. Yes we are open

Many recording solutions put constraints on audio recordings and their associated meta data, thereby obstructing is usage and value. OrecX is very different. Founded on the principles of openness, Oreka AC (Audio Capture) is the most open, transparent and collaborative recording platform - freeing enterprises and contact centers from any and all restraints.  OrecX gives users unbridled access at any and all times, without any additional access-related costs.  This is a unique value proposition in the recording industry and one that many vendors do not follow. Some of the biggest players in the audio capture space actually charge thousands of dollars to access one's own recording data and it can take weeks to finally receive it. By then it's largely rear-view-mirror information that is too late to prove effective. 

OrecX puts users in full control of everything related to capturing, replaying and porting voice recordings. 

This open approach and our REST API offer a myriad of benefits to organizations, including: 

  • Unlimited use case potential - use OrecX in an unlimited amount of use cases and on every operating system, database, device and communications platform (e.g. across a multi-site contact center operation, in a hybrid telephony environment, etc.).
  • Leverage existing systems - only OrecX enables organizations to utilize their existing technology infrastructure and applications (including an existing recording solution) and layer Oreka AC right into their current environment. OrecX works in parallel of existing recorders.
  • Extended value - Users can feed their voice data directly to any 3rd party application in real time to provide the most valuable and actionable customer insights possible. Voice data is most useful when it can be analyzed immediately.

There is truly no time like the present to assess your current voice capture environment and determine whether OrecX is right for your business.

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Beware of Cheap Recording Solutions

Posted by Kevin Levi on May 21, 2021 12:15:25 PM

We all want a deal. It's human nature. And when we get one, we feel great! That being said, some things are certainly worth paying for.  clunker

The best-case scenario when making purchases in business is to find a solution that is both affordable and high quality - a rarity in B2B technology. But these products do exist.

When it comes to call recording, you can find some of these affordable gems, but you can also come across a lot of cheap call recording solutions that are indeed cheap in price but also cheap in functionality and stability. These are the cheap recording solutions to be very leery of. Sure, their price may be attractive, but you aren't really getting the audio capture tools you need to meet your order verification, compliance, dispute resolution and customer service needs. Plus, many of these wannabe vendors lock you into their proprietary world by holding your recordings and audio meta data hostage if you ever want to leave.  Some providers even charge you to gain access to your data. 

What's more, many cheap call recording products also provide recorded audio quality that is not up to par with the needs of today's sophisticated voice transcription and speech analytics technologies. These systems require high-fidelity, dual-channel recordings which enable them to accurately transcribe and analyze without failure.  

QUESTIONS TO ROOT OUT CHEAP RECORDING VENDORS

The best way to root out those cheap recording vendors who aren't up to task is to ask yourself a series of questions about your current or prospective recording vendor, such as:

1. Does this vendor have similar customers I can speak with?

2. Does this vendor enable me to export my recordings and data without cost or restriction?

3. Can I easily share my recordings with 3rd party apps like transcription, speech analytics, voice biometrics and business intelligence solutions?

4. Are the solutions modular so I don't have to pay for functionality I don't need?

5. Does this software support cloud, premise and hybrid environments to support all of my locations?

6. Are my recordings dual channel (or merely mono)?

So as the title says, beware of cheap recording solutions. If you're going to go with a low-cost vendor, just make sure it is high on functionality and stability. 

 

Importance of Sharing Voice Data with other Data Sources

Posted by Kevin Levi on Apr 22, 2021 12:01:26 PM

Oreka_Audio_Capture-1

According to techtarget.com, “Data gravity is the ability of a body of data to attract applications, services and other data.”

In the world of contact center voice interactions, captured voice data has greater value when it can be shared in real time with transcription and speech analytics applications and then combined with ACD, IVR and CRM data.

If your audio capture solution is closed and proprietary, it can affect the velocity at which you can access, share and activate your data to uncover upsell/cross-sell opportunities, identify at-risk customers, pinpoint agent performance deficiencies and so on. 

Monitor, Manage & Control

With OrecX, you have full, unrestricted access to your recordings post-call and can easily share them with any speech analytics, voice biometrics, customer experience, AI or business intelligence solution to maximize the value of your customer conversations.

Versatility

Oreka AC (Audio Capture) supports:

  • Remote site recording
  • Active recording (SIPREC, BIB, DMCC)
  • Cloud recording
  • Mobile recording (VoIP softphone technology, conferencing the recording system as a PSTN number, and mobile-ready infrastructure)

With Oreka AC, you can leverage any 3rd party speech analytics solution, easily and openly collect non-audio data from CRM, ACD or agent desktop apps via REST API, and gain media/metadata access and system control.

Audio Capture vs. Call Recording Infographic

Importance of Tech-Agnostic Audio Capture for Complex, Multi-Site Environments

Posted by Kevin Levi on Apr 7, 2021 11:42:17 AM

Many of today’s larger companies grow through acquisition and merger. Consolidation of these disparate businesses then typically necessitates integration of many different technical environments, spanning the various locations, facilities and platforms. Business Background 921*921 transprent Png Free Download - Text, Line,  Area. - CleanPNG / KissPNG

To record, store and replay customer interactions across multiple, varying facilities and architectures, organizations need an open audio capture solution that supports a diverse set of technical requirements.

Such a technology agnostic audio capture platform would need to be open, flexible and versatile enough to capture customer calls centrally across an organization and its different locations and technical environments.

Technical considerations for this type of audio capture solution provider include:

  • Telephony Platform - Must offer open-API support of any platform, such as Avaya, Cisco, Genesys, Metaswitch, Asterisk, Microsoft Teams, Mitel, Nextiva and any others. 
  • Architecture - Must be easily and rapidly deployable in cloud, premise or hybrid environments.
  • Database Support - Must support both Windows and Linux CentOS operating systems.
  • Deployment - Must be deployable across any workstation or server - both virtual and bare metal.
  • Codecs - Must support many of the leading standard and narrow band audio codecs including G.7111, G.729, G.723, iLBC, GSM6.1, etc.
  • Protocols - Must support standard recording protocols such as SIP, Cisco Skinny, SIPREC, CALEA, H.323, MGCP, IAX2, RTP, Nortel UNISTIM, etc.

Only an audio capture platform that provides this level of openness can adequately support a multi-site customer service organization. Otherwise, businesses face significant heavy lifting, complex integrations, costly deployment, and lengthy rollout timelines to get up and running and recording customer interactions.  

Audio Capture vs. Call Recording Infographic

Audio Recording is all about Control - Are you in Control?

Posted by Kevin Levi on Mar 29, 2021 11:46:49 AM

The primary goal of voice recording in today's contact centers - for many - is to capture customer interactions and then feed them to a transcription and analysis engine to uncover key words and phrases that indicate underperforming agents, distressed customers, compliance infractions, etc.  In order to be able to perform these functions, contact centers must be able to freely and readily access their voice data without impedance from the voice recording vendor.taking-control

Many recording vendors restrict access to voice and associated meta data or charge for it. Others output the data in a proprietary format that makes it difficult to share it with 3rd party apps for transcription, analysis, biometrics, and so on. 

In short, you want to be in control of the recording application itself and have access to your recordings and what you can do with them once you gain access. And perhaps equally as important, you don't want to have to pay additional money to access your recordings. They're yours after all, and you should have unbridled access to them, whenever you want them. Better yet, you want them in real time so there is no delay in audio processing. Analyzing a call two days later and determining a customer may be in distress, is too late. You want that data immediately so you can thwart customer defections before they occur. The same goes for underperforming agents. You want to be able to pinpoint those shortcomings and provide adequate training right away.

The most versatile audio capture solution providers today offer a REST API to provide complete control over all aspects of the application within the existing platform framework or with third party applications. Does your vendor offer this?

In order to determine how much control you have over your voice recording application and the level of access you have to your voice data, try asking yourself these questions:

  1. What is the process and timeframe for accessing your voice recordings and associated meta data?
  2. Does your vendor charge for access? If so, how much?
  3. Is your voice data shared with you in a proprietary or open format?
  4. How quickly and easily can your voice data be ported over to your speech analytics, voice biometrics and customer experience applications?
  5. Am I able to capture voice audio in both single and multi-tenant environments?
  6. Can I capture voice audio across my organization in cloud, premise and hybrid environments?

Don't stand by and let your audio recording vendor's inflexibility hamper your analytics efforts. Solutions do exist that provide the open capabilities you need to best compete today. 

Audio Capture vs. Call Recording Infographic 

 

 

 

Speech Analytics: Garbage in, Garbage Out

Posted by Kevin Levi on Jan 5, 2021 11:09:26 AM

It's the new year, and it's time to ramp up your collection of customer insight from your recorded conversations in order to garner competitive intelligence, identify at-risk customers, uncover workflow issues, discover underperforming agents and detect possible compliance infractions. 

All of this is possible with high quality audio recording. As the saying goes, garbage in garbage out. In order to yield the intelligence you need from your call recordings, you require high fidelity, dual channel audio capture and recording. This is the only way to ensure your speech analytics solution is adequately interpreting and transcribing both your agents and your customers.  Speechanalytics_

To ensure you have the right audio capture solution in place to power your speech analytics, here are five questions you need to ask yourself:

  1. DUAL CHANNEL - Does my current audio capture software capture the agent and the customer on separate channels? This is imperative to discern who said what during over-talk, e.g. When your agent and your customer are talking over one another, mono recording solutions can't determine who is saying what, and important insight can be missed from your interactions.
  2. HIGH FIDELITY - Does your current call recording solution support upper-end audio sample format rates like G.7111 and OPUS? If not, your recorded audio may be flawed.  
  3. REAL TIME - Does your recording solution capture call audio in a real-time streaming manner so your transcription and analytics engine can process the call as it happens, or post-call? You need real-time audio capture to gain insight your supervisors and managers can act on immediately. 
  4. VERSATILITY - Does your audio capture software support a wide range of telephony environments (such as IP and SIPREC), and can scale to thousands of simultaneous calls? This is important so every call can be recorded across all of your locations. 
  5. OPEN - Does your recorder support the collection of non-audio data (such as CRM, ACD or agent desktop applications) via REST API, which can be appended to audio recordings? This is critical in order to correlate, discover patterns and pinpoint specific types of interactions. 

As the new year gets under way, now is the time to ensure you are adequately capturing your audio interactions and not missing critical customer insight.

To learn more about the capabilities or inabilities of your current audio capture environment, click below for a free consultation.

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The Many Advantages of Modern and Open Call Center Platforms

Posted by Omar Ramsaran on Nov 18, 2020 12:27:47 PM

Despite their limitations and continued decline, closed call center software solutions still exist, even though they can be difficult to modify, support and integrate into an existing telephony environment.  Open systems, on the other hand, offer tremendous benefits to call centers, and therefore these solutions are becoming more ubiquitous. open platform

These benefits range from ease of integration and the ability to repurpose hardware to leveraging existing IT skills and staff to administer and support the platform. 

Specific advantage highlights include:

  • Platform and operating system agnostic - same software is used regardless of platform (Windows, Linux, etc.)
  • Adds value to your voice data by integrating with speech analytics, AI and machine learning applications (to derive even deeper insights into customer interactions). 
  • Ability to plug directly into recording interfaces that telephone vendors have built into their platforms, such as SIPREC
  • Smooth integration into your existing IT infrastructure at the physical (hardware) and human (technical skills) level - system administrators, network administrators and telephony platform managers can easily install and support the software, since their existing skills can be applied.
  • Repurpose your servers - you can reuse an old server to begin capturing interactions or provision a VM in your favorite cloud provider, such as AWS, Google or Azure.
  • Unlimited scalability - network and database connectivity is based on fundamental technologies such as TCP/IP, SQL, http, REST and disk imaging, enabling your organization to easily scale up capacity simply by adding additional capture servers.

Training is another key area in which open standards software has advantages. System administrators can easily monitor processes and network activity, and networking and telephony managers can trace data and easily understand how information is flowing. In most cases, only an Admin Manual is needed to perform these functions.

These are just some of the many reasons why modern, open standards call center software continues to build a stronger and stronger business case for wide-scale deployment.

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Remote Agent Recording is Now Imperative

Posted by Kevin Levi on Oct 14, 2020 12:18:39 PM

According to Gartner Group, "71% of contact center agents are currently working from home." Gartner also reports that "35% of the customer experience workforce will work from home by 2023, up from 5% in 2017."

"When COVID-19 hit, most CX organizations did not have plans for enabling staff to work from home," according to CIO.com. "Within days of shuttering call centers, companies had to have CX professionals fielding customer calls remotely. Many struggled to replicate their CX working environment, including the proper hardware and software necessary to provide call support." remote-agent

Businesses across all industries have had to scramble to find ways to record their customer interactions with off-site agents. Customer service organizations need to be able to monitor, assess and train their agents to maintain high customer service levels, mitigate costly disputes and ensure compliance with HIPAA, PCI, GDPR, MiFID II, etc. To make this happen without installing expensive remote hardware, businesses need an easy way to securely capture, store and replay their remote agent interactions.

When purchasing remote agent recording software, there are some important features you will want to have, including:

1. Support for VoIP, softphones, mobile and landlines

2. Ability to share recorded data with third party applications like speech analytics and customer service analytics

3. Remote live monitoring

4. Browser-based access to recordings

5. Pause/resume or mask/mute capabilities

6. Voice and screen recording with integrated playback

 In short, the pandemic forced immediate change in the call center industry - changes that will persist for years to come. To keep pace with your competition and to continue to serve your customers well, you need to ensure you have the right remote agent recording tools in your arsenal. Your existing call center tools likely won't suffice anymore.

At-Home Call Recording & Management

COVID'S Impact on Call Center CX

Posted by Kevin Levi on Sep 28, 2020 10:20:18 AM

The whole call center operation has literally transformed over the last six months, with most agents working from home. What impact has this had on customer service, if any?

Well, it seems customers are largely giving businesses a pass in terms of CX in the age of COVID - at least for now. According to a report by SITEL":

  • "More than four in five (85%) consumers have not submitted a complaint to a brand’s customer service department during the COVID-19 pandemic, while 14% have (down 18% pre-COVID-19-19)."
  • "More than two-in-five (43%) consumers (down 30% from pre-COVID-19) would stop doing business with a company during the COVID-19 pandemic if they received poor customer experience, compared to 34% who would not (up 21% from pre-COVID-19)."

  • "Just 16% of consumers have stopped doing business with a brand or company during the COVID-19 pandemic because of a negative customer experience (down 23% since pre-COVID-19)."

What this tells us is that there is a temporary window in which customers are giving businesses the benefit of the doubt as they work out any COVID-related customer service issues. Many organizations are having to do more with less, having had to lay off many employees due to revenue struggles. Most companies have had to shift to an almost-exclusively at-home workforce, which inherently imposes many configuration, workflow and oversight challenges.

Perhaps a derivative benefit of this customer service scrutiny reprieve is that it gives businesses a chance to rethink their entire customer service operation. If they had any inklings of making changes to the way they service customers, now is the time. 

Now is the time, for example, to shift to a cloud-based customer service infrastructure. This alleviates much of the maintenance and troubleshooting associated with premise-based systems and also reduces capital spending.

Answers 
Phone 
Online Chat 
Email 
Mobile App 
Social Media 
I don't know 
Percent 
23.65% 
23.70% 
33.65% 
6.50% 
7.75% 
4.75%

As the telephone remains the number one preferred means of customer communications with businesses during COVID, call recording and quality monitoring solutions should also be looked at. Now is the time, for instance, to migrate to a more open cloud call recording environment. 

It goes without saying that this absolution won't last forever. Once COVID is under control, customers will likely go back to a heightened sense of scrutiny. The time to act is now.

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