Collaborative Reporting and Recording for the UC Environment
October 24, 2013
By Susan J. Campbell
TMCnet Contributing Editor
The benefits associated with call recording are well-known throughout the contact center and customer support industries. The corporate world at large, however, may not fully realize the powerful capabilities of a collaborative environment without similar reporting software. With the right solutions in place, organizations of any size can also benefit from recording and reporting on collaboration and other activities in a Unified Communications (News - Alert) environment.
ISI, a call accounting solutions provider, recently partnered with Verba to launch a solution that supports the extension into this area of the corporate world. Users will be able to capture call, video and instant messaging interactions, extending the benefits of call accounting beyond the standard voice call.
As communications continue to evolve and professionals in the corporate environment rely on more than the voice call to collaborate, call recording solutions that extend into other channels are in high demand. Corporate users turn to solutions such as Microsoft’s (News - Alert) Lync and Cisco’s Jabber to conduct business from anywhere in the world, converging communications regardless of the platform.
Thanks to the partnership between ISI (News - Alert) and Verba, collaborative users can unify the ability to record and report on all interactions, producing a “single user experience.” This provides a complete picture of interactions taking place throughout an organization and aligns continuing conversations when they take place on different platforms. Conversations can be captured from all angles, producing searchable content on the backend.
“Collaboration is on everyone’s mind, but a lot of companies haven’t considered how they will measure their collaborative solutions,” said David Dishek, unified collaboration practice lead with ISI Telemanagement Solutions (News - Alert), Inc. in a statement. “In order to get the most out of voice, video, and instant messaging interactions, you have to be able to monitor, report, and record them.”
Verba has also added the ability to record calls remotely with the use of the Cisco (News - Alert) TDM gateway and the CUBE SBC. Through the creation of a completely virtualized recording environment, calls terminated on Cisco phones are captured, as well as those completed via remote extensions and through Cisco Jabber mobile.
Taking their support of collaboration to the next level, ISI is sponsoring the 2013 Cisco Collaboration Summit this week in Boca Raton, Fl. Solution providers throughout the world can take advantage of the opportunity to differentiate their businesses by displaying Cisco Collaborative solutions. Attendees can expect to see ISI and Verba working together to demonstrate their latest call accounting release.
Edited by Blaise McNamee