Call Accounting Gets a Boost with IM Reporting and Recording from Verba
February 19, 2014
By Susan J. Campbell
TMCnet Contributing Editor
Instant messaging – when it first arrived on the scene, many of us couldn’t decide if we liked the immediacy of the communication or viewed it as another way for the boss to bother us on a conference call. More than once I would be talking to a client with the boss listening in, watching her messages pop up on my screen offering insight, compliments or suggestions. It was both helpful and distracting. In either case, instant messaging has become a staple in enterprise communications.
Now, call accounting solutions provider, ISI (News - Alert) has partnered with Verba Technologies to offer a solution for collaboration reporting and recording. The solution is the first integrated video, voice, desktop screen, telepresence and IM recorder for the Cisco (News - Alert) Unified Communications platform. The collaborations solutions suite has enjoyed its share of success, and the ability to record and report on IM interactions will assist with a number of compliance demands.
The Unified Approach
The solution offers a unified search experience, allowing IM conversations to be listed in the same views as calls. Users are thus able to access a timeline view of complex interactions that may start with a simple IM, but escalate into a full call. Plus, archived conversations are available in the same manner as call recordings, making it easier to complete call accounting processes.
The IM reporting and recording solution from Verba and ISI enables not only unified search, but also full text search, selective recording, ongoing conversation monitoring, per user IM recording, compliance messaging, mixed scenario reporting, screen recording triggers, resiliency, compliance stop, multiple recorders, end-to-end encryption and security measures.
Why Now?
Given that instant messaging has been around for a while now, why the big push for collaborative solutions that are based on this technology? It makes sense given the rising focus on unified communications and omnichannel management of all interactions. If communication starts at the instant messaging level, it only makes sense that the organization would want to capture the information exchanged before a live call takes place, both for compliance and customer service reasons.
Moreover, video conferencing is gaining in popularity as more companies are using Skype (News - Alert) and other technologies to stay connected through face-to-face interactions. If yours is an environment where calls have to be recorded for auditing and compliance purposes, the ability to record and report on these communications is an extremely important capability to have.
Edited by Blaise McNamee