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Importance of Tech-Agnostic Audio Capture for Complex, Multi-Site Environments - OrecX - ContactCenterWorld.com Blog

Importance of Tech-Agnostic Audio Capture for Complex, Multi-Site Environments

Many of today’s larger companies grow through acquisition and merger. Consolidation of these disparate businesses then typically necessitates integration of many different technical environments, spanning the various locations, facilities and platforms.

To record, store and replay customer interactions across multiple, varying facilities and architectures, organizations need an open audio capture solution that supports a diverse set of technical requirements.

Such a technology agnostic audio capture platform would need to be open, flexible and versatile enough to capture customer calls centrally across an organization and its different locations and technical environments.

Technical considerations for this type of audio capture solution provider include:

  • Telephony Platform - Must offer open-API support of any platform, such as Avaya, Cisco, Genesys, Metaswitch, Asterisk, Microsoft Teams, Mitel, Nextiva and any others. 
  • Architecture - Must be easily and rapidly deployable in cloud, premise or hybrid environments.
  • Database Support - Must support both Windows and Linux CentOS operating systems.
  • Deployment - Must be deployable across any workstation or server - both virtual and bare metal.
  • Codecs - Must support many of the leading standard and narrow band audio codecs including G.7111, G.729, G.723, iLBC, GSM6.1, etc.
  • Protocols - Must support standard recording protocols such as SIP, Cisco Skinny, SIPREC, CALEA, H.323, MGCP, IAX2, RTP, Nortel UNISTIM, etc.

Only an audio capture platform that provides this level of openness can adequately support a multi-site customer service organization. Otherwise, businesses face significant heavy lifting, complex integrations, costly deployment, and lengthy rollout timelines to get up and running and recording customer interactions.  

Source: https://blog.orecx.com/blog/importance-of-tech-agnostic-audio-capture-for-complex-multi-site-environments

Publish Date: April 7, 2021 5:00 AM

2021 Buyers Guide
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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.
4.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
5.) 
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.
6.) 
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.
7.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
8.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 


View more from OrecX

Recent Blog Posts:
"Open" Audio CaptureJune 10, 2021 5:00 AM
Importance of Tech-Agnostic Audio Capture for Complex, Multi-Site EnvironmentsApril 7, 2021 5:00 AM
Audio Recording is all about Control - Are you in Control?March 29, 2021 5:00 AM
Speech Analytics: Garbage in, Garbage OutJanuary 5, 2021 5:00 AM
The Many Advantages of Modern and Open Call Center PlatformsNovember 18, 2020 5:00 AM
Remote Agent Recording is Now ImperativeOctober 14, 2020 5:00 AM
Audio Recording for Speech Analytics: Buyer Beware!July 20, 2020 5:00 AM
Call Recording Laws you Need to know!July 13, 2020 5:00 AM
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Hi-Fi Audio Capture Powers CX through Speech Analytics, BI and AIMay 20, 2020 5:00 AM

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