LiveVox Inc. has announced the launch of their Centralized Call Recording application, a 100% call recording capability that collects all audio recordings, account information and agent data into a single, searchable and secure platform – enabling contact centers to also better leverage enterprise-wide speech analytics.
“Technology, client expectations and government mandates are converging at a point where the gathering and retention of all agent-consumer audio is the norm,” says John McNamara, LiveVox Chief Marketing Officer and contact center executive. “If there are gaps in the audio data collection fence, true compliance is a myth. Just as financial postings and letter history are part of the record retention expectation, so shall agent audio,” McNamara predicts.
LiveVox’s PCI-DSS, third party certified (Verizon) Cloud platform with Cloud Switching enable global virtual agent queues that unify all voice, data and agent information – thus, providing clients with 100% call recording that is dynamically retrievable- regardless of call origination, site location, or calling mode (manual, preview, predictive, inbound).
Further, because speech analytics is built upon audio recordings, adopting speech analytics based on a centralized call recording is significantly simplified and more effective.
Benefits of LiveVox’s Centralized Call Recording include:
• 100% call recording
• Ability to integrate with virtually any SIP-PBX & all dialing modes
• Automatically links recording with agent info/ call details
• Real time monitoring of all systems
• Richly indexed, real time searchable database
• PCI certified storage infrastructure
• Single point of integration that simplifies migration
• Open API’s enable integration with any application & rapid deployment
For more information, view this short video on Centralized Call Recording.
Unlike Cloud, site-based architectures require that each call recording application be purchased, installed and integrated into existing application topology (e.g. ACD, IVR and CRM) in order to effectively capture and match all audio recordings with account and agent data. Ensuring there are zero gaps in the audio collection is complex and costly.
For multi-site operations, this complexity and cost is compounded with each site – resulting in recording silos with inconsistent recording procedures and an inability to monitor across the enterprise. This is further complicated by the introduction of remote agents, disparate PBX’s and the need to ensure data security and storage capacity.
Louis Summe, Chief Executive Officer, LiveVox explains, “Legacy based networks with site-restricted technology struggle immensely to accomplish what we can offer instantly. At the core is the simple inability of legacy architecture to exist as a centralized and agile technology. When it comes to managing compliance, this translates to a fragmented and insufficient capacity to secure and maintain 100% call recording or effectively use speech analytics.”