Call Recording Featured Article
Call Recording Systems: Skype versus CSI's Virtual Observer
Applian Technologies, a privately held company specializing in software to record streaming media, has introduced just such a system especially for Skype communications, according to industry journal Television Broadcast.
The Applian system, Replay Telecorder for Skype, describedy by company officials as "an intuitive video/audio recorder for all Skype calls," has a one-click recording process and can capture regular Skype voice calls, video chats, conference calls and Skype voice mail.
The recorded file is saved in the AVI format, which TVB says "can be played back using Windows Media Player." It has six different call recording options on a drop-down menu - "audio only; picture-in-picture; side-by-side video, local video only; remote video only; or recording the call as two separate files."
TVB says it works on any PC running Windows 7, XP or Vista with Skype installed.
Coordinated Systems' flagship product, Virtual Observer, on the other hand, offers a granular security and compliance suite called "Data Defender," enabling you to meet PCI (News - Alert) and HIPAA compliance through Media Encryption, Agent Auditing, System- wide permission control, and a "Lights Out" functionality, which removes confidential customer data such as credit card numbers or Social Security numbers.
It offers multiple methods of recording your customer interactions, including selective call recording typically used to gain a sample of recordings for QA purposes, 100 percent, or "total call" recording typically used for compliance and liability recording, as well as T1 or trunkside and extension side - physical station - VoIP call recording.
There's also the passive VoIP sniffing switch integrated recording, which according to company officials, "enables reduced-footprint, multi-location, centralized recording."
There's also DMCC recording - "selective, on-demand, or 100 percent call recording," company officials say, as well as a record on-demand hybrid and mixed environment recording desktop with remote agent recording.
David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Kelly McGuire