As connectivity improves and companies adopt more advanced IP PBX’s and UC products; legacy technology in Call Recording will struggle to keep up and adapt to new integrations, protocols and specific network configurations.
The emerging “new generation” recording products are specifically developed to quickly adapt to new integrations and methods of connectivity, as well as provide the ability to manage coexisting combinations of both legacy and new technology.
An ideal example of this capability is represented with the Microsoft Lync communications platform. Lync enables an organization to fully interconnect throughout, as well as connecting other outside entities that also use Lync to each other without needing to use traditional methods such as PSTN’s.
Attempting to capture federated, mobile and external client calls using older methods such as port-mirroring or conferencing is impossible. This is a perfect example of legacy technology not being able to keep up. Companies have now become creative in developing methods to capture ALL interactions that occur in the Lync environment and store them in a central location.
Is your current call recording solution advanced and flexible enough to perform effectively when you want to make a transition?
Publish Date: April 26, 2016 5:00 AM
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
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