Founded in 1983, InterMedi@ Marketing is a direct marketing and information technology resource company specializing in what company officials say is end-to-end e-commerce, sales and customer relationship management. The company has approximately 2,000 employees, six call center locations with over a thousand agent positions.
They needed to create a VoIP call recording platform on top of a large scale SIP based telephony system with zero impact to IT systems and customer experience. Pretty tall order -- especially since prior approaches for VoIP call recording and monitoring created performance bottlenecks in the number of simultaneous calls that could be recorded and in the quality of voice service delivered by the SIP servers, according to company officials.
Intermedi@’s call center call recording need was driven by four primary areas -- adherence to customer contractual service level agreements, compliance to regulatory legislation, improving the quality of the customer experience and enhancing the training and performance of the call center agent. The call center environment features extensive use of open source applications, and the inbound/outbound calling/dialing is performed by several Asterisk (News - Alert) PBXs and VICIDIAL dialer engines with MySQL, Apache Tomcat and GNU Linux for database and browser interface functionality.
Oreka TR’s open source core, officials say, meant that Intermedi@ could do advanced evaluation and make sure it was technically viable before committing to use Oreka for VoIP recording on Asterisk and VICIDIAL. This approach, they say, "enabled Intermedi@ to identify areas to enhance Oreka TR’s design, dify the code, and testing the enhancements before deploying the VoIP call recording system."
In a recent interview with TMC (News - Alert), OrecX's Bruce Kaskey saidthe major reason for making Oreka an open source project on SourceForge is allowing other developers the opportunity to work on the software and develop different applications that ultimately everyone can use. We have had 31,000 downloads of our open source version. We believe that the more people that see the code and play with the software the better the software will be in the long run. We also have a GPL license which does give us protection against a company taking our software and duplicating it for commercial use."
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 Chris DiMarco