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GoodFirms Accredits OrecX as the Best Call Center Software - 2021

Posted by Kevin Levi on Jan 20, 2022 8:36:19 AM

Final article image

By Lisa Brian, GoodFirms Writer

Oreka GPL, the best-in-class open-source call center solution, is acknowledged by GoodFirms as the best Call Center Software.

GoodFirms is one of the most prestigious research, review, and listing platforms delivering high-quality services, enabling businesses to make informed decisions. Our advanced research methodologies and insightful reviews instill trust among companies looking for the best services and products in different domains. Today, GoodFirms stands as an established, global B2B platform that brings thousands of service companies and products under one roof.


Why Is Oreka GPL the Best Call Center Software?


Oreka GPL, OrecX’s free open source recording software, is designed to meet the extensive operational needs of call center businesses of various sizes and types. This open source software can be easily customized and updated to serve as a future-ready solution. Launched in 2005, the solution currently caters to millions of customers in over 190 countries.


Evolved from an all-inclusive premise recorder, the Oreka recording solution platform works equally well in the cloud, premise, and hybrid environments. It offers a single or multi-tenant, feature-rich audio capture/voice recorder (Oreka TR) that can handle third-party carrier-based recording. The software also provides call management features like call logging, screen recording, quality monitoring and dual channel audio capture for speech analytics.


So-called Oreka AC (Audio Capture) augments existing legacy recording applications with real-time and/or post-call audio streaming. Additionally, the software feeds recording data to any third-party software that uses audio as a data source – such as voice analytics, biometrics, and customer service solutions. It is agile, scalable, and ensures a richer user experience at a nominal cost.


The Oreka platform provides its customers with multiple customer support plans to choose from. Standard support, included in the annual subscription, allows free version updates, unlimited support cases, and responsive customer support through phone, email, and chat. The extended support plan is available at additional cost for businesses that need quick, higher-level expert support. It enables standard support plan benefits, assured 4-hour response time, and live phone support during business hours.


Benefits of Using the Oreka Recording Platform


● Compatible with all environments, cloud, premise, and hybrid
● Latest design components
● Creates strategic, technical, economic and collaborate benefits for businesses
● Agile, scalable
● Enables real-time visibility, tracking, and storage of calls
● Streamlines and automates call management with time-saving and enhanced efficiency
● Provides detailed metrics for calls-per-day, call duration, active calls, the total number of recorded calls, and more
● Open source, modular system allows comprehensive customization to suit customer needs
● Seamless integration with any PBX switch or third-party system
● Responsive and reliable customer support via phone, chat, and email
● Supports easy scalability for business growth
● Affordable pricing
● Easy to install
● Quick return on investment (ROI)
● PCI/HIPAA compliant Modules of Oreka
● Open source recording, call recording, quality monitoring, cloud recording, screen recording, audio capture service and SIPREC recording.

Feature Highlights

● Capture and store calls
● Intuitive multi-criteria call search and playback
● On-demand recording and live monitoring
● Real-time dashboard to monitor call metrics
● Audit trail for compliance
● Auto tagging and notes
● White labeling for branding
● Multi-site recording
● Multi-tenancy for hosted
● Mobile phone recording
● Live monitoring
● Call exporting
● Auto-delete
● Selective recording
● Look-back call recording
● Fine-grained privileged access
● File management/archiving
● Filtering (IP-DID range)
● Extended codec support
● On-demand recording

 

Pricing of Oreka


Oreka actively serves the call recording and management requirements for call center businesses of all sizes, small, medium, and large. It offers a free voice recorder apart from multiple call management features at a nominal fee. Besides, it allows high-degree customization in features with flexibility in pricing. It enables businesses to select the level of customer support based on their budget. This configurable pricing model further helps restrict the costs of Oreka to almost half of other similar solutions. Moreover, the software also facilitates a free 30-day trial.


Performance Evaluation of Oreka by GoodFirms


GoodFirms is well known for recognizing and ranking service companies and products based on their capabilities, innovation, performance, and authentic user reviews. These rankings continue to be the most trusted, prestigious, and respected recognition worldwide in the B2B sector, acting as a well-founded ground for our users to make informed decisions. The listed companies constitute top performers in the market who have acquired a remarkable position by maintaining their quality and credibility.


After an extensive, systematic, and unbiased evaluation process, GoodFirms identified and ranked Oreka as the best Call Center Software on its platform for offering comprehensive call recording and management software tools, reasonable pricing with flexible features selection, unlimited free updates, and multiple reliable customer support packages for businesses.

 

About GoodFirms

GoodFirms is a Washington DC-based research and review platform for software and services. GoodFirms empowers companies to choose the best software from its curated list of industry-leading software in various categories to enhance profits and grow beyond imagination. It performs extensive research and analysis to evaluate and rank the listed software on critical parameters like features, uniqueness, ratings, and verified user reviews. This diligently curated ranking highlights the top performers for every software category and boosts the buying credibility of the software.


About the Author

Lisa Brian is presently working as a Content Writer with GoodFirms, a Washington DC-based B2B research company well-known for its research methodology and listings of 60k+ software and services. Lisa’s current role revolves around gathering information and crafting it in a meaningful form that businesses can leverage. She helps companies communicate their vision and mission through digital platforms. Lisa believes in developing a symbiotic business relationship where companies mutually support each other and grow together.

Call Recording Insights from Steve Kaiser

Posted by Kevin Levi on Jan 3, 2022 11:40:16 AM
audio snippets blog post thumnail

Steve Kaiser, former CEO of OrecX and now GM, OrecX Business Unit of CallMiner, recently participated in a CallMiner webinar. What follows are 5 audio snippets from that webinar in which he details the reasons for the CallMiner acquisition and discusses various aspects around modern and open audio capture.

Clip 1: Why OrecX joined CallMiner

Clip 2: Connecting and Enriching Audio Data

Clip 3: Securing your Audio Recordings

Clip 4: Maintaining Control of/Access to your Audio Data

Clip 5: 3 Most Important Points Regarding Audio Capture

Audio Capture vs. Call Recording Infographic

 

Topics: call recording open source

Recording VoIP Traffic via Port Mirroring Switch

Posted by Kevin Levi on Oct 27, 2021 9:17:43 AM

OrecX call recording software can easily record VoIP traffic once it's seen on the server interface. Small office users (under 100 seats) can use Port Mirroring Switch (SPAN, port spanning or port monitoring) to get the right traffic to the OrecX server simply and easily. This is best used in distributed office environments with many locations using port mirroring (and leveraging OrkUI) to manage and administrate from a single location. 


Small to medium-sized businesses (SMBs) leverage OrecX via a port mirroring deployment model when the capture method is predetermined by their telephony architecture. SMBs utilizing Comcast Business VoiceEdge (BVE), in particular, often choose OrecX for port mirroring recording. 


Port Mirroring, also known as SPAN (Switched Port Analyzer), is a method of monitoring network traffic. With port mirroring enabled, the switch sends a copy of all network packets seen on one port (or an entire VLAN) to another port, where the packet can be analyzed.

Port Mirroring, which is supported in nearly all enterprise class switches (managed switches), allows other computers to see network traffic, which is not visible to them in general cases. Managed switches have a configuration interface (web-based or command-line console), which administrators may use to specify the source port(s) to be mirrored and the destination port, where a copy of all packets will be forwarded.

The pictures below illustrate how a port mirroring switch configuration works.

Four computers (A, B, C and D) are shown in Figure 1. They are connected to a general switch without port mirroring support. In Figure 2, they are connected to a managed switch with port mirroring support, while network traffic is sent between computers A and B (one portion of data is sent from A to B and another portion is sent in the reverse direction from B to A).

In Figure 1, you will see how a general unmanaged switch works. It forwards packets directly between ports, where computers A and B are connected. Other computers (C and D) do not see these packets.

In Figure 2, you see the same scenario but on the switch with port mirroring functionality. The network traffic is sent again between computers A and B. However, there is a computer D, which is listening (monitoring) to that traffic. Every packet, which is sent or received by computer A is duplicated (mirrored) to computer D port.

When configuring port mirroring on the switch, the "source monitoring port" is a port, where computer A is connected to, and the "destination analysis port" is a port, where computer D is connected to. Port mirroring switch images

How Port Mirroring function can be used for recording VoIP calls
OrecX leverages the port mirroring capability of a network switch to accomplish "unobtrusive" recording of VoIP calls. The switch forwards a copy of every network packet sent or received by IP phones to the OrecX server. The picture below illustrates how the network should be configured to allow for the recording of calls.

Port mirroring switch images2

List of Port Mirroring Switches

 

Topics: port mirroring

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

 

Free 30-day Call Recording Trial

 

 

 

 

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. 

30-Day Free Trial!

 

 

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.

Free Consultation

 

 

 

 

 

 

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

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