Contact centers today need robust recording solutions to monitor the performance of their agents and succeed in strategic initiatives. They also need solutions that can interoperate with other technologies and systems already established in the contact center.

 

Teleformix (News - Alert) designed its ECHO™ contact center recording solution to meet both these needs. ECHO is a browser-based recording, quality monitoring and CRM platform. The solution’s open Service Oriented Architecture (SOA) core delivers unique business enablement capabilities, and makes possible seamless integration with Avaya (News - Alert) and Cisco voice products.

 

In two recent white papers, Teleformix highlighted how this integration between ECHO and Avaya/Cisco products works. The first paper, “The ECHO-Avaya Connection: ECHO and how it Interacts with Avaya’s Telephony Solutions,” explains how the contact center recording solution connects up with both legacy G3 DEFINITY and newer S8000 series media servers/gateways from Avaya.

 

In the first white paper, Teleformix stressed that for maximum flexibility, when connecting to Avaya voice products, ECHO makes no distinction between TDM, VoIP, or a mix of the two.

 

Several installation options are available for using ECHO with Avaya products. These include TDM Express Installation, TDM/VoIP Cluster Installation, VoIP Express Installation, and VoIP Cluster Installation.

 

“ECHO’s seamless integration with Avaya TDM and VoIP systems enables the pooling of TDM and/or VoIP station ports,” Teleformix explained in its white paper. “ECHO then groups and monitors these ports according to the customer’s business strategies.”

 

In the other white paper, “The ECHO-Cisco Connection: ECHO and how it Interacts with Cisco’s CallManager,” Teleformix takes a similar look at how these two products can work together to perform contact center recording.

 

Here again, ECHO shows its flexibility by requiring no changes to a Cisco-equipped PBX (News - Alert). The seamless integration is performed by tying together ECHO with Cisco’s IP telephony solution using the Cisco switch.

 

“There are no additional costs, no service interruptions,” Teleformix said in its white paper. “ECHO share the Cisco network with CallManager without either affecting the other.”

 

As with Avaya products, there are several installation options. These include Express (Single Switch), Single Logical Call Center, Multiple LCCs (Cluster)—Multiple RSPANs Supported, and Multiple LCCs—Multiple RSPANs Not Supported.

 

“ECHO’s direct digital integration with Cisco’s VoIP network enables the pooling of voice VLAN ports through SPAN or RSPAN,” Teleformix explained in its white paper. “ECHO then groups and monitors these ports according to the customer’s business strategies.”

 

To learn more about the ECHO contact center recording solution, please visit Teleformix’s TMCnet.com channel, Contact Center Recording.

 

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