3rd Party Remote Call Monitoring Feature

AudioCodes (News - Alert), a provider of Voice over IP (VoIP) technologies, announced that Calabrio, a provider of workforce optimization solutions, has implemented AudioCodes SmartWORKS PLUS to expand call recording capabilities in Calabrio (News - Alert) ONE.

Calabrio ONE provides call recording, quality assurance, workforce management, speech analytics, desktop analytics and performance-based dashboards and reporting.

Under this agreement, SmartWORKS PLUS will enable support for Calabrio ONE on a wide range of communication platforms including Microsoft (News - Alert) Lync, a range of legacy TDM switches, and more.

SmartWORKS PLUS, offered as part of the AudioCodes Call Recording Business Line, allows Web developers to incorporate call recording into any application. SmartWORKS PLUS supports AudioCodes’ popular SmartWORKS Enabling Technology, a standard in the call recording industry for many years.

With the help of SmartWORKS PLUS Rest API, any developer familiar with HTML code can incorporate advanced call recording functionality into a wide range of hosted and customer premise applications.

SmartWORKS PLUS seamlessly integrates into the company’s open Web based architecture, so they can deliver more powerful solutions to customers quickly, the company said.

“We’re delighted to be working with AudioCodes and SmartWORKS PLUS,” said Brian Humenansky, VP of development for Calabrio. “We’re impressed by the breadth of their offer and the implementation of their APIs.”

SmartWORKS PLUS offers solution developers voice recording as a data point, which can then be processed by external applications. It aims to eliminates the need for low level C++ programming and proprietary APIs. Instead, it exposes the same functionality at an HTML level through a RESTful API, common to most HTML developers.

Ron Romanchik, vice president of sales at AudioCodes Call Recording Business Line, said, “SmartWORKS PLUS takes the mystery out of Call Recording and telephony interfaces, and allows application developers to focus on higher value solutions while reallocating resources from functionary operations.”