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6 Important Criteria when Selecting a Skype for Business Recorder - Numonix - ContactCenterWorld.com Blog

6 Important Criteria when Selecting a Skype for Business Recorder

Skype for Business does not have a full-featured recorder built into the application. If you require robust capabilities, you need to consider an integrated, Microsoft Certified recording solution.

Criteria to look for:
  • Types of recording – The different types of recording you can choose from includes centralized recording of Internal, PSTN, Conference, Remote Agent, Mobile or Federated Voice, Video and Chat.
  • Recording methods – The three methods of data capture for S4B are Edge Server Model, Media Relay and Standard packet Capture Service.
  • Interoperability – There are an endless number of Lync and S4B versions still in use today, as well as versions for Windows, Mac, Office365 and so on. If you have multiple sites using various versions, you want to be sure your recorder can capture all of them, simultaneously. If your recorder has limitations on which versions it can properly record, this can cause significant problems for you.
    Version Examples:
    • Lync 2011 for Mac OS X Version 14.0.7
    • Windows Skype for Business 2015 client 15.0.4
    • Skype for Business 2016 (Office 365 version) on Windows 16.0.6
    • Windows Lync 2010 client 4.0.7
    • Lync for Mac 2011 client 14.4.1
    • Microsoft Lync 2013 6.0.8
    • Skype for Business on Android
    • Skype for Business on iOS
    • Skype for Windows 7.16
    • Skype for Mac 7.18
    • Skype for Linux Alpha
  • Codec Examples:
    • 264 SVC codec
    • wideband RTAudio.codec
    • 711 audio codec
    • 722 wideband audio codec
    • 726 Adaptive Differential Pulse Code Modulation (ADPCM) codec
    • Out-of-band Forward Error Correction (FEC) audio payload codec
    • (121)
    • RTAudio Narrowband
    • 323 Pulse Code Modulation Codec PCMU G.711 codec
    • 711 u-law codec
  • Deployment – You need a recording solution which supports your specific environment, whether you have two locations or 25 spread across the globe. It is important to have centralized management, storage and playback of recordings in order to standardize for quality and risk mitigation across your organization. Therefore, make sure the recorder can support various types of deployments (single-site, multi-site, regional, geographic), whether you require them all today or may in the future.
  • Data visualization/intelligence – To help you assess agent performance and monitor and measure customer service performance, you need metrics and reporting data from your recordings. Some recording systems provide rudimentary reporting capabilities – think Excel. This is not what you want. You need visualization tools that bring your interaction data to life so you can easily identify:
    • Agent skill deficiencies
    • Root causes of workflow delays
    • Customers at risk of defecting
    • Sales and marketing intelligence
    • Competitive intelligence
    • Under-performing agents
    • Workforce requirements
  • You can uncover this type of business information with push-enabled, customizable dashboards and widgets which let you choose what information is displayed and in what format. With this intelligence at your fingertips, you will be able to make highly informed decisions which impact performance in the areas of customer service, sales and marketing.
  • Security – You record calls to support a variety of critical business functions, and some of your interactions contain personally identifiable information such as credit card numbers, pin numbers, social security numbers and so on. You want to be able to restrict access and playback of these sensitive interactions to only authorized staff. For example, you might want to restrict calls based on various permission-based user profiles, such as:
    • Agents who are authorized to take credit card calls
    • Supervisors from the accounting department
    • Quality assurance supervisors
    • Customer rescue team
    • Compliance personnel

Source: https://numonixrecording.com/blog/6-important-criteria-when-selecting-a-skype-for-business-recorder/

Publish Date: November 28, 2018 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



View more from Numonix

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