Call recoding in a customer service environment ensures that agents are providing the highest quality service possible. However, due to the transactions that occur in your operation, recordings fall under a certain set of compliance laws that require the omission of sensitive material. Open source recording software, like that offered by OrecX, empowers companies and allows them to incorporate a call recording option that’s easily programmed to stop or remove recordings that contain credit card numbers or social security IDs.

Since financial institutions are particularly stringent in their protocols around recording and duplication of transactions special precautions need to be taken as they move into new telecom provisions. OrecX’s Cross Check Recording Appliance gives the financial industry a smooth migration path for handling VoIP while providing total recording, live monitoring, rule-based selective and sampled recording, or record-on-demand options. The system leverages the power of Oreka TR, the enterprise-strength version of OrecX’s open source Oreka GPL recorder that allows users to search, find and categorize recordings based on time and date of call, incoming phone number or outgoing phone numbers. Other customer requirements like compliance based censorship are also easily programmed.

“The OrecX VoIP Recording Appliance answers a real need in the market for an easy-to-install, easy-to-use hardware/software combination that is also easy on the budget,” said Bruce Kaskey (News - Alert), COO of OrecX. “No significant technical knowledge is required with the OrecX VoIP Recording Appliance—just plug it in and it works. What’s more, the appliance integrates with any phone system and supports all major protocols, making it a universal solution.”

Cross Check Recording is suitable for trading firms, legal offices, sales/transaction personnel, public safety agencies and others, the OrecX VoIP Recording Appliance lets users record calls, monitor calls live, record calls on demand, tag (News - Alert) calls and more.  It features call playback and filtering and establishes an audit trail for compliance purposes; with available add-on module, users can also implement quality management. All functions of the software can be accessed through all major web browsers and the device can monitor up to four 100/1000 MB Ethernets pots and record 200 extensions at the same time. 

Making customers feel secure in their transactions is incredibly important to all businesses. The incorporation of a call recording solution that not only protects them from fraud, but protects your company from compliance issues is paramount to your corporate success.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Rich Steeves