Everything You Need to Know About Call Data Legacy Migration

Legacy migration consists of moving your recording data from one place to another in order to be able to access it beyond what the system allows.

Under what circumstances will a company need to look at legacy migration?

Many organisations will have call recordings spanning decades and accessibility isn’t that simple.  So under what circumstances would an organisation need to consider call data migration?

1. Call recording systems reaching end-of-life: Manufacturers announce a product is now end-of-life and therefore no longer supported.   A timely example is Windows 2008 which will no longer be supported from January 2020.
2. Undergoing a voice recording refresh project: This is likely to occur when new regulations come into effect requiring longer retention periods or if an organisation is no longer satisfied with its current infrastructure
3. Normalising a legacy environment: Having all recording data in one place
4. Reducing end of life support cost: Support for legacy systems is significantly higher than for live systems as the risks associated also increase. Reducing or eliminating legacy infrastructures can significantly reduce support costs.
5. Improving ability to manage legacy data: Finding recordings located in multiple systems can be extremely time-consuming. Moving all data into one location will not only save time and reduce operational costs when searching for a specific recording, it will also provide more comprehensive business intelligence.
6. IT driver: Allow compliance to self-service when they need to find specific calls. Saving time and resources.

In all scenarios, call data stored in old systems will be at risk unless it’s migrated into a solution that safeguards its integrity as well as makes it easily accessible for the entirety of its retention period.

With Regulations now requiring banks, insurance companies, financial advisers and many others to record every call, keeping up-to-date archives stretching back for extended periods of time, financial services organisations have never been under more pressure to protect and keep tight control of their data.

When should organisations start approaching legacy migration?

Operating systems and manufacturers will generally give customers a year’s notice before retiring a system as it can be a lengthy process to migrate from one solution to another or put systems in place to protect data.

Organisations should aim to start this process in a timely fashion, as not only do they need to get the right solution, but they also need to ensure it is compatible with their current recording infrastructure.

Moreover, it’s important the migration takes place before the system reaches end-of-life as having an operating system that is no longer supported on the network can pose serious security risks.

What is involved when looking into migrating legacy data?

Migrating data takes time. It’s not as easy as deploying a solution and clicking a button. There are a number of important steps that require consideration:

1.       Understanding your environment:

•  Planning meeting to identify which systems need to be upgraded
• Where are the systems located
• What types of interactions are we looking at (voice back-office)
• Is encryption a concern (encryption makes it more challenging – we might need to use RPA)

2.       Going through the buying process

• Getting everyone that needs to be involved to review and agree on the solution

3.       Signing the contract

•  Procurement takes time.

4.       Putting together a project plan for implementing

• Liaising with the solutions provider and internal team on how best to implement the solution

5.       Be mindful of unexpected events
6.       Test, Tailor, Test again, Tailor
7.       Sign off and deployment

Business System’s Customer Case Study - Tier One Bank

A Tier One Bank with a large live and legacy multivendor recording estate, which included both NICE and Red Box systems, was in need of a solution that would allow them to manage, replay and administer calls as well as ensuring they were able to retain calls for as long as regulations required and access that data as and when needed.

Moreover, they wanted to be able to use analytics to run searches against the calls in order to gain useful business insight. However, most applications were unable to read the call data as the systems were incompatible.

Having a large legacy estate also meant that they were paying large support costs to the manufacturer in order to maintain their systems, making this extremely expensive in the long run.

Drivers for change:

• Normalising their legacy environment and move all call data into one place
• De-risking the legacy environment by eliminating end of life hardware and software
• Reducing end of life support costs
• Improving ability to manage legacy data
• Allow compliance to self-service, reducing time and IT resources

The solution: Wordwatch

Wordwatch is a vendor agnostic solution designed to extract call data from any recording systems (regardless of location, age or vendor) so it can be used in other applications – for example, analytics engines and trade reconstruction tools.

Its key benefits are:

• Reduce total cost of ownership: Migrate database into one portal and keep audio in original format and location, so that you can eliminate the need for costly legacy system support contracts.
• Meet compliance needs: Easily find, access and export call recordings by having a single view of multiple systems and allow your teams to self-serve across recordings.
• Future proof investment: Ability to easily connect to new capture engines ensuring that no matter what solutions and applications are implemented in the future, they can easily be integrated.
• Free yourself from vendor hold: Access all of your data in one place and deploy the right applications for your business regardless of vendor eg. Redbox, NICE or Verint.
• Turn your data into insight: Data has the power to transform your business. However, it’s often inaccessible due to the lack of compatibility between solutions and third-party. applications.
• Manage your recording: Access data from multiple systems in a single view by recorder, site, user, time and all available metadata incorporating live, legacy or mobile.

Wordwatch maintains the integrity of original recordings and ensures full visibility through integrated management and rapid data retrieval. It works by sitting on top of your existing recording infrastructure and safely extracting call data from multiple sources at once, streamlining retrieval and replay. As an agnostic, multi-vendor solution, it is compatible with all the major recording systems, legacy and live, cloud and on-premise, mobile and landline.

Wordwatch maintains the original format and file structure of all of your call metadata when it ports existing files into the new platform, guaranteeing it remains accessible and avoids the risk of corruption during transfer.

At the same time, the sophisticated search facilities can retrieve recordings for playback or extract specific information from any source in rapid time, solving the problem of having all your recordings stored in separate silos.

All data is presented in a single, easy-to-use portal, achieving complete visibility across your call systems via a central interface.

Overall, Wordwatch enables improved call data management across large and complex estates whilst also reducing costs. The safe transfer of all recordings and metadata into a unified portal means support for legacy systems is no longer needed, while your investments are protected should you wish to add new capture systems in the future

Accessing data with Wordwatch:

• Wordwatch has open APIS allowing developers to mould the system to fit within their needs
• Functionality to bulk extract calls - compliance needs access to a set of calls - they can get it done quickly and in one place. (moving from weeks to seconds)
• Access to data in a non-proprietary format (access in mp3)
• Analytics can access information from where the data is stored
• Wordwatch separates itself because it keeps the voice recording data in its original format (other options affect the integrity of the voice recording)

To find out more about Wordwatch and our other market-leading solutions, please get in touch with the Business Systems UK team today.

Source: https://www.businesssystemsuk.co.uk/blog/2019/07/22/everything-need-know-call-data-legacy-migration/

2023 Buyers Guide

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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.

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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.

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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

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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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