Legacy Call Recording FAQs

Can I integrate an existing legacy call recording system with a modern, up-to-date solution? 

Yes this is possible. With a multi-vendor centralised voice recording replay portal, this solution will sit on top of any existing legacy (and also live) call recording systems. A solution such as this is able to access calls from multiple call recording systems, regardless of age, manufacturer or geographic location. This unique portal sits above live and legacy systems (cloud or on-premise), providing a single point of access for all recordings.

What are some of the benefits of simplifying your call recording infrastructure?

• Eliminates support costs by only having to maintain one solution instead of multiple
• Lower cost of ownership by eliminating internal resources dedicated to managing obsolete systems

• Drives genuine competitive advantage through faster and more efficient call retrieval with one single user interface
• Ability to manage retentions across multiple call recording platforms from a single point of access

What are some of the issues associated with having legacy call recording systems?

Legacy call recording systems can pose a number of different issues. Most common ones include:

• Manufacturers ceasing support for the call recording system
• Missing important product updates
• Security vulnerabilities
• Risk of component failure with no immediate resolution
• Integrity and availability of recordings

Am I able to access my old call recordings if my system reaches end of life? (EOL)

If your system reaches end of life (EOL), accessing old call recordings is still possible, but a number of risk factors need to be considered. Once a system reaches EOL, many manufacturers cease support, meaning that if your system were to experience any problems it will be much more difficult and expensive to fix them and you could risk losing your recordings.

Additionally, it’s important to consider security and network vulnerabilities. As manufacturers no longer release important updates to EOL systems, this can leave them exposed to potential security breaches.

Is it more cost-effective for me to upgrade an old call recorder when it reaches end of life, or should I be looking at a new call recording system?

Both options are viable.

The benefits of upgrading your existing call recorder are:

• Leverage existing licenses on your legacy system to get preferred upgrade pricing.
• Some manufacturers offer integration of legacy calls into an upgraded call recording solution.

However, looking at a new call recording system is also important to consider in instances where you may have multiple live call recording platforms from different vendors. In this scenario, a unique portal (Wordwatch) can act as a single point of access to these systems. Once a system reaches EOL, the audio will still be accessible without relying on the legacy call recording platform.

The portal safeguards your legacy data and removes the risk and cost of any legacy hardware maintained on the estate, saving support costs and upgrades, ultimately being the most cost-effective way to upgrade your old call recorder.

 How would I extract my calls from an old call recording system?

Call extraction from old call recording systems can be achieved by a bulk export functionality which can automate extraction schedules from existing systems.

As part of the extraction project, a consultancy phase will ascertain the call volumes and data sizes. A bespoke process will then be created to extract the call metadata into a voice legacy retrieval platform such as Wordwatch. This metadata will index the storage location of the audio allowing Wordwatch to facilitate playback instead of relying on the legacy call recording platform.

Once the recordings and metadata have been extracted, you also have the option of inputting them into another system; for example a bespoke analytics and reporting engine.

Is there a way to extract data from my old legacy call recording system and keep the same file format?

Yes. With a unique legacy call recording retrieval and replay portal, call recordings can be kept in their original file structure and format, eliminating the risks related to the integrity of the recordings.

Some of my call recordings are stored on tape. What does the process of moving recordings from tape to a digital environment entail?

When moving call recordings from tape to a digital environment, the process should firstly be carried out in a secure environment where tapes can be stored and access to these tapes are only granted to those involved in the process, thereby avoiding tampering or loss of data.

The actual retrieval process starts with the tapes inserted into the retrieval server/logger. This can take anywhere from one to twelve hours depending on the tape type and size, number of recordings and any damage which may have been inflicted to the data.

Before retrieval a note of the date, time, folder name and tape number are kept in order to correctly match the data and find recordings once the migration is complete. The administration of each tape can take one to two hours.

What are some of the risks associated with having call recordings stored on tapes?

Tape Quality: If the tape is in poor condition, there is a high chance of not being able to retrieve calls. Tapes are prone to fast deterioration. If you have tape recordings that have been stored for longer than five years, it’s definitely time to think about retrieving the data stored on them as soon as possible.

Physical Space: Tape recordings take up physical space, and so they need to be kept in a secure location where they cannot be tampered with. Creating and maintaining safe physical environments, often result in elevated costs.

Accessibility: To find a specific tape recording, someone has to look on which tape the recording has been stored, then physically find the tape, put it in the appropriate audio machine and listen back to all the recordings to find the one needed. This process is likely to take days. It also adds to the wear and tear of tape degradation. Due to stricter regulations such as MiFID II, retrieving call recordings related to trades are now a serious FCA requirement and time constraints should not be an added risk.

f you need more advice on your call recording system then contact our team who can offer best practice advice and simplify your concerns

Source: https://www.businesssystemsuk.co.uk/blog/2018/09/17/legacy-call-recording-faqs/

2023 Buyers Guide

Get Listed

Automation

 

1.)

Agara Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls. Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.)

Auraya EVA Voice Biometrics Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o... (read more)Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers or switching applications to access OTPs can result in inefficient and cumbersome customer experience. Time is wasted trying to verify customers with insecure methods. EVA works in English out of the box but can be configured to work in languages other than English. Recognising what specific digits are spoken using EVA's native speech recognition is only available for the English language out of the box. EVA has additional capabilities such as real-time fraud detection and digital channel enrolment and verification options that can be turned on with customisation services from Amazon Connect consulting partners. If you are interested in these additional features, please contact an Amazon Connect consulting partner that is an authorised Auraya reseller partner.

3.)

Call Adapt Soundboard Software Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.)	Cognigy Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.)

Consilium Software Consilium UniCloud™ UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C... (read more)UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (CCX, UCCE, and PCCE), communications managers (CUCM), voicemail (Unity Connection) and IM & Presence by up to 85% which leads to the faster onboarding process for a new customer. A Self-Care portal within UniCloud™ is effectively managing services specific automation of MACDs (moves, adds, changes and deletes) allowing end-users to perform Day-2 related tasks of their own while reducing the basic operations workload of support teams. Consilium UniCloud™ enables enterprises and service providers to manage and automate the delivery of Cisco-based Unified Communications as a service (UCaaS) and Contact Center as a service (CCaaS) offerings using single, centralized management and easy-to-use administration interface, with role-based access providing granular control over permissions, limiting potentially unauthorized or inadvertent transactions. With its unified portal for UC and contact center provisioning, multi-tenancy and single-pane-of-glass views and tools, UniCloud™ introduces turn-key efficiency in onboarding new customers, provisioning of users, agents, teams, skill groups, and devices, or their migration from non-Cisco platforms to Cisco, and also provides centralized management and monitoring.

6.)	eGain Corporation eGain Solve Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.)	Emmersion Automated Language Testing Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.)

OpsTel Services SPEED & PLUS The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Perfor... (read more)The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Performance Monitoring & PLUS provides a single interface, where operations teams no longer have to rely on HR, IT or any other organization to administer agent profile data across multiple technologies in the contact center. The PLUS solution allows for simplified provisioning & maintenance of agent profile data reducing processing time from days, weeks or months in LESS THAN 10 MINUTES! The PLUS features: *Agent Provisioning Cycle Time Reduced from Days/Weeks to 10 Minutes or Less *Fully Automated Agent Onboarding / Updating / Maintaining / and Offboarding of Agent Profiles (Identity, Access, Utilization) *Overlays and Enhances Existing Contact Center Solution Set *Enables Operations Staff to Maintain all Aspects of Managing an Agent’s Profile through “Single Pane of Glass” *Supports Multi-Faceted Agent Profile Attribute Configuration Requirements; e.g. Union Rules, Seniority Dates, Etc. *Detailed Agent Profile Audit Trails

 

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