ORECX CALL RECORDING BLOG

10 Advantages of Cloud Recording

Posted by Kevin Levi on Sep 28, 2021 12:03:14 PM

You have two primary options for recording your customer conversations today - premise and cloud. Premise recording stores your recordings in-house on physical servers at your locations. Cloud recording stores your calls on the web on secure servers hosted by cloud providers.Untitled Design (48)

There are advantages to both, but we are going to focus on the many benefits of cloud recording.

  1. Recordings accessible from anywhere - Unlike the physical restrictions of premise recording, with cloud recording you can make your recordings accessible to authorized users from anywhere with a web browser - and include any necessary security protections.
  2. No capital expenditure on hardware - Premise recording requires installation and configuration of expensive servers to store your recordings. Cloud recording avoids all this and only requires a login to the cloud hosting provider, where your recordings are stored.
  3. Enhanced security protection from the cloud hosting provider - Cloud hosting providers typically have substantial encryption and security protocols in place to protect your recordings while at rest and in transit.
  4. Scalable storage without physical server capacity restrictions - Cloud providers have massive infrastructures with unlimited storage capacity which they can increase on demand to accommodate your growing base of recordings.
  5. Get up and running recording calls must faster - Without the need to install, configure and integrate storage servers into your call center environment, you can begin recording calls the very same day with cloud recording.
  6. No system interoperability issues with other software or hardware - Integration of new hardware and software into your existing operating environment can take time and cause downtime. Not with cloud recording, however. There is nothing to integrate.
  7. Increased uptime - Cloud hosting providers have tremendous redundancies built into their vast infrastructures, ensuring your recordings are always accessible. 
  8. Geo-Redundancy - You can achieve georedundancy by leveraging multiple local or internal regions and virtual private clouds.
  9. Regularly scheduled software updates - Cloud recording offerings push system updates right to you without manual server upgrades on-premise. This way your recording platform always has the latest and greatest updates and capabilities.
  10. Ease of integration with 3rd party analytics - Cloud recording enables businesses to easily send their recordings to 3rd party speech analytics providers without expensive and timely integrations.

WHITE PAPER - Cloud Call Recording: Keeping Attackers Out

 

VICIdial Open Source Call Recording

Posted by Kevin Levi on Aug 24, 2021 10:58:16 AM

Vicidial open source contact center customers can begin recording their customer calls with a robust third party recording solution like OrecX. The OrecX audio and screen recording software integrates easily with VICIdial, and each recording is tagged with the correct meta data even if agents are on a single uninterrupted SIP session on the extension side. Untitled Design (78)

VICIdial is a set of programs that are designed to interact with the Asterisk Open-Source PBX Phone system to act as a complete inbound/outbound call center suite.

Oreka VICIdial Call Recording supports both inbound and outbound campaigns, is capable of tagging recordings with agent IDs, and it allows clients to search, find and categorize recordings based on time or date of call, incoming phone number, outgoing phone number or other customer requirements. OrecX runs on either Linux or Windows operating systems and integrates with any phone system.

"We recommend OrecX, which is a passive VoIP recording product. We have several clients that use it, and it allows for many other options like agent screen recording too," said Matt Florell, President VICIdial Group. "The basic recording core of OrecX is free."

Oreka GPL is a free, VoIP-ready, open source call recording software, which can capture and retrieve calls via a browser-based interface. Downloaded for free, the Oreka GPL open source voice call recording software is the only free open source recording software on the planet that can be downloaded in just 30 minutes and requires no maintenance.

The inherent advantages of open source platforms are well chronicled, and include:

Strategic:

  • Control for long-term planning
  • Speed to market
  • Meet the broadest set of use cases

Technical:

  • Easier to operate since no proprietary knowledge is required
  • Agility to innovate as the enterprise evolves
  • Higher quality design, from extensive peer review and testing

Economic:

  • Solution design adapts to existing operating environment
  • Lowest cost licensing and support models
  • Software longevity (i.e. evergreen)

Collaborative:

  • Access to broad-based value-add ecosystems
  • Innovation-based business model
  • Vendor lock-ins are eliminated

 

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Topics: phone recording software

Call Recording for Comcast Business VoiceEdge

Posted by Kevin Levi on Aug 17, 2021 11:12:15 AM

Most Comcast Business VoiceEdge customers will find themselves scrambling for a voice recording solution. The platform has no built-in recorder except for a USB drive recorder with very limited functionality. This leaves these Comcast VoiceEdge customers vulnerable as they have no way to capture customer interactions to resolve disputes, monitor agent performance, identify customer service workflow disruptions or uncover compliance issues. Untitled Design (70)

OrecX offers a call recording solution for Comcast Voice Edge customers that features:

  1. Selective/on-demand recording to comply with PCI-DSS
  2. REST API for easy integration and to pull in 3rd party data that is important to the company (from CRM, speech analytics systems, etc.)
  3. Ability to access and control your own recorded voice data (without paying extra) for analysis, evaluation and compliance purposes. Some vendors charge an arm and a leg just to gain access to your recordings.

Comcast Business VoiceEdge is a hosted voice and unified communications solution. Fully managed over Comcast’s network, Comcast VoiceEdge eliminates the need for expensive on-site PBX equipment or key systems, provides a manageable monthly cost and delivers high service quality to improve communications and productivity.

OrecX has tested its Oreka TR recording solution with Comcast Business VoiceEdge in the Comcast lab and in a production environment with the Comcast advanced tech group. We now offer fully compliant and lab-tested Comcast VoiceEdge call recording. All recordings are accessible via web browser.

OrecX-VoiceEdge podcast

 

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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