ORECX CALL RECORDING BLOG

OrecX Key Design Benefits

Posted by Kevin Levi on Sep 1, 2020 12:14:00 PM

OrecX's modern and open audio capture platform creates strategic, technical, economic and collaborative benefits for businesses, and this is all intentional. We see call recording as a business imperative today and thus we continue to build and refine our solutions to enhance an organization's competitive advantage.

Here is an overview of our key design benefits:Aspire Cost Calculator

Modern

  • Powered by the operating systems, databases, browsers and APIs that run the world’s infrastructure
    • Evergreen platform with no threat of technology obsolescence
    • Unsurpassed speed to market
    • Adapts to cloud, premise, and hybrid environments
    • UI & REST API based on Google Angular framework

Open

  • Founded on the principles of transparency, openness and collaboration
    • Meets the broadest set of use cases
    • Inter-operates with third party systems
    • Runs with common standard Rest API
    • Unlimited ecosystem potential with third party solutions such as Speech Analytics, Voice Biometrics, AI, CX, and DX 

Modular

  • Components-based design for unmatched flexibility
    • Scales from 10 to hundreds of thousands
    • Promotes rapid iteration and ecosystem building
    • Economically efficient

Quality and Access

  • Extensive peer reviews, iterations and enhancements from global user community
    • Widest array of supported high fidelity audio capture methods
    • Extends platform value with no arbitrary restrictions on system data

Control

  • REST API for full application/system control
    • Flexible media storage – cloud, premise, hybrid
    • Complete access to your data in either real-time or post-call
    • Manage application via OrecX UI or utilize REST API for third-party control (CRM/Analytics, etc.)
    • Perform long-term strategic planning with confidence

Free 30-day Call Recording Trial

 

Audio Recording for Speech Analytics: Buyer Beware!

Posted by Kevin Levi on Jul 20, 2020 12:54:26 PM

We are often asked how a business can optimize its voice recording. The answer always centers on access versus optimization. Yes, voice quality is imperative, but in today’s recording industry, open and free access to one’s voice data is even more important. To get the most out of your voice interactions, you want to be able to share your recordings with whichever speech analytics, AI and customer experience applications you choose to for transcription and analysis purposes. Only then can then derive maximum customer insight from your data and be able to accurately improve your customer service operations. Buyer beware

Data Access

But not all recording vendors offer the type of access you need. Believe it or not, many vendors restrict access to your recordings and/or charge an arm and a leg to get it. When a cost is involved, you are paying for the vendor’s professional services team to extract it for you and then export it into an often sub-standard, proprietary format you cannot even use. And because the vendor is relying on its services organization, timing is not always expeditious. This is not fair nor okay. After all, you are paying for the voice recording solution, so the data you capture is rightfully yours, and you should have cost-free, real-time, unrestricted access to it – in an open, accessible format.

Waiting days for the vendor to extract and share your data puts you in a backwards-looking position when assessing agent performance and identifying workflow disruptions or customers at risk of leaving. You want access to your data immediately so you can act on it right away.

Voice Quality

In terms of voice quality, your recording vendor should offer you the ability to set your own audio quality settings – with support for a wide array of high-fidelity audio capture methods. Speaker-separated audio capabilities is also especially important. To eliminate over-talk and to clearly distinguish between the two parties on a call, you need stereo recording, which captures each voice on a separate channel. Upon playback, you can then listen to both channels together or individually to precisely determine who said what and when. This can be critical when attempting to settle disputes.

You also must consider the audio codecs supported by the vendor you choose. Right now, G.711 offers the highest fidelity and highest bitrate to ensure the clearest recorded audio. You should not have to settle for anything less.

Appending your Data

Your recorded voice data can provide a wealth of insight to your organization, but even more so when combined with CRM, ACD and other third-party data sources. As such, you need to be able to append your meta data with these and any other external sources to improve transcription and analytics results accuracy. When combined with other sources, the value of your data grows exponentially in terms of the contextual insight it can provide.

Pitfalls

In summary, here are the potential pitfalls to look out for when choosing your voice capture solution:

  1. You do not want mono (single channel) recording
  2. You do not want restricted data access
  3. You do not want to pay extra to access your own data
  4. You do not want to have to wait to access your data
  5. You do not want extracted data in a proprietary format which cannot be appended with 3rd party data sources

There are literally dozens of quality speech analytics systems out there, as measured by Forrester and Gartner Group. You should not exclude yourself from realizing the full value from these systems by having a poor voice data acquisition system. Pick a solution that offers the right level of access and quality you need and deserve.

Learn about our high fidelity, dual channel audio capture solution for speech analytics. Click below.

Learn about OrekaAC

Call Recording Laws you Need to know!

Posted by Kevin Levi on Jul 13, 2020 11:37:28 AM

Call recording can provide a wealth of knowledge and customer insight to your organization. There's no doubt about that. It can help you optimize agent performance, improve customer satisfaction and resolve disputes.

However, there are certain call recording laws and rules in many countries you must be aware of in order to avoid liability issues and potential penalties. 

Laws map

Here is just a sampling of some of the most prevalent call recording regulations around the world:

United States - Truth in Lending Act, HIPAA, PCI-DSS, TCPA

United Kingdom and European Union - GDPR, MiFID II

Canada - Canadian Personal Information Protection and Electronic Documents Act

Australia - Federal Telecommunications (Interception and Access) Act

Hong Kong - Personal Data Privacy Ordinance

India - Information Technology Amended Act 

New Zealand - Crimes Act 

Romania - Telecommunications Act

 

Call Recording Laws Around the Globe

 

 

 

Opus, the High Fidelity Audio Recording Codec

Posted by Kevin Levi on Jun 30, 2020 11:12:25 AM

"In software, an audio codec is a computer program implementing an algorithm that compresses and decompresses digital audio data according to a given audio file or streaming media audio coding format. The objective of the algorithm is to represent the high-fidelity audio signal with minimum number of bits while retaining quality." (wikipedia)

Oreka AC (Audio Capture) streaming audio capture solution for speech analytics supports Opus, the highest fidelity and highest bitrate codec. This means your analytics results are the most accurate, based on crystal clear audio transcription. 

Codec landscape 2

Image source: opus-codec.org

Opus is distinguished from most high quality formats (e.g.: Vorbis, AAC, MP3) by having low delay (5 ~ 66.5 ms). It is unique from most low delay formats (e.g.: Speex, G.711, GSM) by supporting high audio quality (narrow-band all the way to full-band audio). It meets or exceeds existing codecs' quality across a wide range of bitrates, and it operates at a lower delay than virtually any existing compressed format.

Most importantly, the Opus format and its reference implementation are both available under liberal, royalty-free licenses, like open source software, making it:
  • Easy to adopt
  • Compatible with free software
  • Suitable for use as part of the basic infrastructure of the Internet
Why make Opus free?
 
With the Internet, protocol and codec standards are part of the common infrastructure everyone builds upon. Most of the value of a high-quality standard is the innovation and inter-operation provided by the systems built on top of it. When a few parties have monopoly rights to monetize a standard, that infrastructure stops being so common and everyone else has more reason to use their own solution instead, increasing cost and reducing efficiency.
 
Imagine a road system where each type of car could only drive on its own manufacturer's pavement. This creates immense restriction. Fortunately, we all benefit from living in a world where all the roads are connected and accessible to everyone.
 
This is why Opus, unlike many codecs, is free.
 
Interested in a free Oreka AC consultation? Please click below.
 
Free Consultation
 

 

Stereo Audio Capture Powers Actionable Intelligence

Posted by Kevin Levi on Jun 18, 2020 12:12:35 PM

Oreka AC (Audio Capture) provides stereo/dual channel audio recording which meets the broadest set of use cases to achieve better analytics results. Due to the open nature of OrecX and it's REST API, you also have full access to and control of your voice data to help you share it seamlessly with your speech analytics, business intelligence and/or artificial intelligence solutions. In doing so, you gain the most accurate intelligence (based on precise transcription and analysis of high-fidelity audio) that you can act on immediately to improve service, compliance and agent performance.

Only with dual-channel, speaker separated audio can the transcription engine clearly distinguish the agent's voice from the customers'.

Audio capture diagram image

 With Oreka AC, you can:

  • Enhance voice biometrics results for improved root cause analysis and voice of the customer discovery.
  • Derive more insightful business intelligence results for enhanced process improvement and decision support.
  • Provide richer data to your AI engine to improve training, sales conversion and enable actionable alerts.
  • Increase compliance, risk management, customer satisfaction and agent performance capabilities in your call center or service provider operation.

OrekaAC supports upper-end audio sample rate formats, including G.711, OPUS, and uncompressed audio without storage limitations.  Flexible and secure access to a real-time speaker-separated audio capture platform enhances third party AI-fueled Speech Analytic solutions without impacting legacy recording applications. In fact, you can run Oreka AC in parallel with your existing recording solution.

Learn about OrekaAC

 

Value in Analyzing 5.25M Spoken Customer/Agent Words a Day

Posted by Kevin Levi on Jun 2, 2020 11:32:00 AM

According to ICMI, the average 100 agent call center takes 5,000 calls a day, each at at approximately seven minutes in length. Across all 100 agents, this equates to about 5,250,000 spoken words between customers/prospects and agents each day. Put another way, 147,000,000 spoken words can be captured and analyzed in your call center every month. Just think about the analytics potential of that huge pool of words. Speech analytics

By recording these interactions, transcribing them and then analyzing them with speech analysis software, your call center managers and business unit leaders (Sales, Marketing, Support, Product Management, R&D...) can yield invaluable business intelligence they can utilize to answer the following types of questions:

  • Are we satisfying our customers?
  • Are we adequately converting our prospects?
  • Are our agents performing properly?
  • Are our agents compliant with industry/regulatory stipulations?
  • Are our interactions putting us at risk?
  • Does our agent workflow need improvement?

When you consider that 78% of customers will back out of a purchase due to poor customer service (Glance), and that is costs on average 15 times more to retain an existing customer than to acquire a new one (invesp), it is easy to see how important it can be to adequately review and analyze your customer interactions to identify gaps in service and areas for agent skill improvement. Your company's profitability and bottom line actually depend on it.

Speech analytics software powered by high fidelity, dual channel audio capture, which features metadata augmentation (ability to collect non-audio data from CRM, ACD or desktop applications via REST API and append it to audio recordings), provides the greatest ability to correlate, discover patterns and pinpoint specific types of interactions to yield the most useful intelligence.

Imagine instantly and automatically analyzing all of your customer interactions to identify:

  • Which customers are about to defect
  • Agents that have anger issues and require additional soft-skills training
  • Sensitive customer information that should not have been discussed
  • Avoidable he-said/she-said disputes that could cost your organization a lot of money

These are just some of the many ways in which high quality audio capture combined with open and accessible speech analytics can help your organization.  

Learn more today at https://www.orecx.com/audio-capture-service/.

See voice analytics / auto-tagging in action

 

 

 

Hi-Fi Audio Capture Powers CX through Speech Analytics, BI and AI

Posted by Kevin Levi on May 20, 2020 12:19:45 PM

Enterprises and customer service organizations use speech analytics today to analyze customer interactions to assess agent performance and identify service gaps. That likely isn't news to you, but what might be is that speech analytics results rely IMMENSELY on the quality of the audio recording. That's right, with poor quality audio capture, the transcription engine struggles to discern what was said by the customer and the agent, and the results are flawed.hqdefault

What's more, many audio capture solutions are proprietary and keep their recordings restricted from porting to transcription and analytics solutions. Moreover, they also keep businesses from augmenting their recordings with 3rd party data from CRM, ACD or desktop applications e.g. This makes "openness" another huge factor in audio capture.

Here are some customer service stats to illuminate the importance of these points:

48% of customers want to communicate with companies via phone (HubSpot Research)

So almost half of all customer interactions still rely on the telephone. Therefore, high quality, open speech analytics data that can be extracted from these calls (and combined with 3rd party data) is critical to derive the best customer insight. This requires full media/metadata access and system control - which not all audio capture platforms enable.

A 60% increase in profits is possible with a mere 5% increase in customer retention rates (Bain and Company)

It is six to seven times more expensive to land a new customer than to retain an existing customer. To help organizations retain existing customers, speaker-separated audio capture (which then feeds the transcription/analytics engine) helps to identify at-risk customers. Mono recording makes it difficult to distinguish over-talk, which is common during contentious interactions when a customer is highly dissatisfied. Stereo recording separates each party into their own channel for clear, distinguished playback - which helps uncover unhappy customers. The best audio quality supports upper-end audio sample rate formats including G.711 and OPUS.

Learn more about high fidelity, open audio capture here.

Free Consultation

"Open" Audio Capture for 'Speech Analytics as a Service'

Posted by Kevin Levi on May 4, 2020 12:56:04 PM

Several speech analytics vendors are now offering their solutions as a service. So-called Speech Analytics as a Service (SAaaS) presents a unique opportunity for businesses to mine their customer interactions for business intelligence and customer insight without the significant capital outlays and time required with premise-based approaches. Moreover, with so many agents working from home these days, SAaaS can also mine remote interactions. cloud-speech-analytics

Regardless of where the interactions take place, however, it all starts with audio capture and recording. To most effectively leverage a cloud analytics platform, you want to ensure you're choosing an audio capture solution that offers hi-fidelity audio, unrestricted access to your recordings and control over how that unstructured data is shared with a transcription and analytics engine.  

With this level of audio quality, access and control, your business can easily and effectively uncover root causes of service failures, potential compliance infractions, customers at risk of defecting, agents in need of additional training, and so on.

What's more, with the right audio capture system and SAaaS solution, you can be up and running with recording and analysis in mere days, instead of weeks or more with premise based products. Any updates to the software will be instantly accessible, and your IT team is freed up to focus on other projects.

A non-proprietary audio capture solution not only provides unrestricted access to (and control over) your recordings, but it can also be used with several speech analytics vendors at the same time. Suppose you use one vendor for real-time authentication, another to monitor 'voice of the customer', and yet a third for advanced analytics?  The same audio capture engine can work across all of these vendors simultaneously. This helps you reduce costs and streamline your analytics program. 

Interested in learning how a standalone audio capture solution can impact your business? Click the button below.

Free Consultation

 

 

At-Home Call Recording & Management

Posted by Kevin Levi on May 1, 2020 10:13:35 AM

With so many employees and call center agents working from home these days, it is important to ensure at-home staff’s work interactions are being recorded, monitored and managed. At the same time, you want to be able to analyze these conversations for customer intelligence and assess staff’s performance to ensure high customer service levels.

Most of these individuals are utilizing VoIP, softphones, mobile phones or landlines - and sometimes a combination thereof. You want to capture these conversations remotely and be able to leverage them freely and openly for compliance, customer service, order verification and dispute resolution purposes.at-home-call-center

 

Monitor, Manage & Control

Some vendors make it difficult or even impossible to share your recordings with an analytics solution, restricting your ability to get the most out of your interactions. You want full control of/access to your recordings so they can be shared with the best 3rd party AI vendors for customer experience and speech analytics.

 

Key Features

  • Remote site recording
  • Quality monitoring (with scorecards)
  • Live monitoring
  • Create teams/groups on the fly
  • Browser-based access to recordings
  • Pause/resume
  • Active recording (SIPREC, BIB, DMCC)
  • Cloud call recording
  • Mobile recording methods:
    1. VoIP softphone technology
    2. Conferencing the recording system as a PSTN number
    3. Working a mobile-ready infrastructure like SIPREC
  • Screen recording
  • Call exporting
  • PCI and HIPAA Compliance
  • VPN support
  • Fine-grained privileged access to recordings

 

Questions to Ask Yourself

There are several questions you can ask yourself to assess your need to record your at-home agents:

1. Are your agents processing orders with credit cards? [PCI-DSS]

2. Are your agents collecting sensitive customer information? [GDPR]

3. Are your agents offering medical advice? [HIPAA]

4. Are your agents offering legal advice?

5. What types of potential customer disputes could arise?

6. What telephone script are your agents using to collect debt? [Fair Debt Collection Practices Act]

7. Are your agents properly disclosing interest rates on loans? [Truth in Lending Act]

8. What types of orders are your financial agents taking? [MiFID II]

9. What times of the day are your agents making telemarketing calls? [TCPA]

10. What types of promises do your agents make regarding refunds?

 

Examples of At-Home Interactions you Should Record

Financial:

  • Stock orders from investment clients
  • Financial advice from stockbrokers and financial planners
  • Collections calls on overdue debt

Insurance:

  • Conversations around specific reimbursement amounts for a filed claim
  • Annual premium quotes for new coverages
  • Registration of a new vehicle
  •  

Medical:

  • Primary care physicians prescribing over-the-counter medication
  • Doctors offering medical advice to a patient
  • Physician assessing a patient’s symptoms

Consumer

  • Interactions involving a heated discussion
  • Transactions in which a large refund was promised
  • Conversations during which the customer promised to pay

ebook - Call Recording Laws Around the Globe

Expand Your Speech Analytics Possibilities

Posted by Kevin Levi on Apr 14, 2020 12:13:24 PM

Speech analytics relies on spoken word transcription (from recorded calls) of the customer and the agent to arm contact centers with customer intelligence such as buying behavior, competitive insight and so on. What many don’t realize is that when it comes to the transcription engine, ‘garbage in equals garbage out’. That is, if the engine cannot clearly distinguish what is being said by each party, it cannot accurately transcribe the conversation and yield usable intelligence.Man-Callcenter

Consider a talk-over scenario when both parties are talking at the same time. The transcription engine has a difficult time deciphering the two streams of voice. Also, suppose the quality of the recorded interaction isn’t crystal clear, the same thing happens. The transcription engine can’t accurately distill what it hears.

The ability to yield accurate audio all comes down to the call recording software. When selecting a call recorder to feed your speech analytics software, you need to consider various elements, including:

  • Stereo recording – Dual channel stereo call recording provides much higher audio quality upon playback. The transcription engine hears each call participant through its own channel/speaker – the agent on the right and the customer on the left, for example. This dramatically enhances the sound and quality and avoids talk-over. This could be particularly important if a discrepancy arises or if a potential HIPAA or PCI compliance infraction may have occurred. You need to be able to prove who said what, and when.
  • Enhanced audio quality – In addition to speaker-separated audio, you want your recording solution to support upper-end audio sample rate formats including G.711 and OPUS. This provides a higher level of audio output.
    • “G. 711 is a narrowband audio codec that provides toll-quality audio at 64 kbit/s. G. 711 passes audio signals in the range of 300–3400 Hz and samples them at the rate of 8,000 samples per second” [wikipedia].
    • “OPUS is a lossy audio codec which provides remarkable audio quality, especially at low bitrates” (auphonic).
  • Metadata augmentation – The ability to augment your speech analytics data with additional data sources enhances the value you derive from your analytics. Collecting non-audio data from CRM, ACD or agent desktop applications enables your call recorder to further append audio recordings with such intelligence, beyond the spoken word garnered from the transcription engine. This improves your ability to correlate, discover sales and marketing patterns and easily pinpoint specific types of interactions.

What this article shows is that there are various elements that come into play which can dramatically affect the value your speech analytics solution provides. It’s not solely dependent on the capabilities of your speech analytics software or the transcription engine it utilizes. The call recording software is vital to the entire process.

Learn about OrekaAC Streaming Audio Capture Service to bolster the value of your speech analytics solution. 

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