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Voice Print and NEC Deliver Enhanced Call Recording; OAI Integration -- The Advantages of CTI Level Call Information at a Bargain Price CAMARILLO, Calif. --(Business Wire)-- July 7, 2004 -- Voice Print International (www.VoicePrintOnline.com) today announced the availability of its new seamless integration with the OAI link on NEC phone systems. An NEC Certified Strategic Alliance Partner since 1998, Voice Print is a world leader in the development of innovative, integrated communications solutions for digital voice, data and screen recording and quality management. For organizations with NEC phone systems that need fast access to recorded calls for quality management, compliance, liability or sales verification, the new Voice Print OAI integration delivers far more detailed call information for capture and storage than was possible before -- without the expense of a CTI server."It's a huge advantage for call centers," explained Steve Coffelt, Voice Print Product Manager. "No matter what devices they have on their phone system -- Automatic Call Distribution systems and Interactive Voice Response are two examples -- the Voice Print system can record every call and capture all the call information associated with it. With all that information stored in Voice Print's SQL database, the customer can retrieve and analyze those calls by whatever category makes the most sense for their business." The kinds of call information available with Voice Print's NEC OAI integration include Agent ID, DNIS, call direction (Incoming/Outgoing), caller ID, ANI/number dialed, call start and stop triggers, call duration, call date and time, and call transfer information, to name just a few. "When an incoming call gets transferred from extension to extension, Voice Print can record and keep track of it all, from `cradle-to-grave,'" said Coffelt. In a typical call center equipped with an NEC phone system and a CTI server, the call data flows from the NEC PBX through two physical links -- the OAI Link and the InfoLink -- to feed an NEC Gateway system. This in turn passes the data along a single CSTA link to a CT Connect server. "Those last two systems -- the NEC Gateway and the CT Connect server -- can be expensive," commented Coffelt. "With our Voice Print OAI integration, you don't need either one to capture all the same call information." The key to Voice Print's new integration is the ability to tap into the two physical links that pass call data from the NEC PBX. Because each link passes different categories of call event messages, tapping just one of them won't do the job. "Since we can now tap directly into both the OAI Link and the InfoLink," explained Coffelt, "we have full access to every call event on the NEC phone system. In plain English, it means we can give our customers call information they just couldn't get before -- not without spending tens of thousands of dollars on a CTI server and middleware!" Voice Print has long had a close partnership with NEC, providing seamless integrations with NEC's cutting edge telephony systems. In 1998, after vigorous testing, NEC first certified Voice Print's digital voice logger for recording calls directly from NEC phone systems. NEC chose Voice Print after comparing its products with most of the largest call recording manufacturers in the world. Since then Voice Print has installed thousands of recording channels by tapping seamlessly into NEC phone systems. As a result of Voice Print's ongoing success in NEC PBX recording, their products have been included in NEC's prestigious Fusion Strategic Alliance Program since 1998. About Voice Print International, Inc. Voice Print International is a leading provider and innovator of digital voice recording, screen capture and quality monitoring solutions for contact centers, financial traders, government, and public safety organizations worldwide. Voice Print's flexible, software-based technology enables organizations to reliably capture, evaluate and analyze interactions in order to cultivate customer satisfaction, leading to substantial improvement of business performance. Voice Print systems are designed for reliability and adaptability, building on open standards technology and Commercially-Off-The-Shelf hardware for simple maintenance, integrations and expandability. For more information visit www.VoicePrintOnline.com or call 1-800-200-5430. |
