Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Everything You Need to Know About Call Data Legacy Migration - Business Systems UK Ltd - ContactCenterWorld.com Blog

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)
  1.       Going through the buying process
  • Getting everyone that needs to be involved to review and agree on the solution
  1.       Signing the contract
  •  Procurement takes time.
  1.       Putting together a project plan for implementing
  • Liaising with the solutions provider and internal team on how best to implement the solution
  1.       Be mindful of unexpected events
  2.       Test, Tailor, Test again, Tailor
  3.       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/

Publish Date: July 22, 2019 5:00 AM


2020 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

6.) 
Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 



View more from Business Systems UK Ltd

Recent Blog Posts:
How To Manage A Gradual Return To The Office With Workforce PlanningJuly 20, 2020 5:00 AM
Navigating & Adapting Your Contact Centre For the FutureJune 10, 2020 5:00 AM
Top Tips for Combating Challenges In The Contact Centre During COVID-19April 28, 2020 5:00 AM
Top 10 Tips For The Modern Contact CentreApril 8, 2020 5:00 AM
Mobile Call Recording – How To Keep Traders TradingMarch 30, 2020 5:00 AM
Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce RemotelyMarch 25, 2020 5:00 AM
How To Manage Remote Contact Centre Agents During the COVID-19 OutbreakMarch 25, 2020 5:00 AM
Top 3 Resource Planning Techniques Within The Contact CentreMarch 13, 2020 5:00 AM
Business Systems (UK) Ltd Shortlisted for Major Sector AwardsJanuary 31, 2020 5:00 AM
5 Top Ways of Using Artificial Intelligence in the Contact CentreJanuary 27, 2020 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10364 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =