The idea of monitoring or recording any type of communications may at first seem like an invasion of privacy. The good news is that laws generally demand that callers know when and if they are being recorded or monitored so they have the opportunity to “opt out” of that interaction. When the customer agrees to the monitoring, however, the company has the opportunity to measure performance while communicating with customers so as to improve that communication in the long-run.
OrecX, known as the open source recording company, has developed the OrecX VoIP Recording Appliance to provide small- to medium-sized businesses (SMBs) a smooth migration path for handling VoIP calls. At the same time, this recording appliance also provides total recording, live monitoring, rule-based selective and sampled recording, and record-on-demand options.
As an open source recording platform, this appliance is designed to leverage the power of Oreka TR, the enterprise-strength version of OrecX’s open source Oreka GPL recorder. This device allows users to search, find and categorize recordings based on time and date of call, as well as information such as incoming phone number, outgoing phone number or other customer requirements.
OrecX’s open source recording platform is positioned as being suitable for contact centers, public safety agencies, legal offices, sales/transaction personnel and many others. In addition, the OrecX VoIP Recording Appliance will enable users to record calls, monitor calls live, record calls on demand, tag (News - Alert) specific calls and more. The platform also features filtering and call playback, while also establishing an audit trail for compliance purposes. With an available add-on module, users can also implement quality management.
A robust platform, the open source recording appliance from OrecX provides access to call functions through a standard Web browser, including Mozilla (News - Alert) Firefox and Internet Explorer. The device will monitor up to four 100/1000 MB Ethernet ports, and has the ability to record up to 200 extensions at the same time.
As the demand for open source recording continues to grow, OrecX has done well to develop solutions that meet the demand and provide the monitoring options customers need on a platform they can easily integrate into their environment.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Chris DiMarco