IVR

You do not have keep every recording that you make of your organization’s interactions with customers. In fact, there are parts of those engagements that you certainly do not want to record.

 

That’s “SmartRecording” and it is the best term to describe two new key features in Newfound Communications’ new Newfound IP Call Recorder – version 1.5. The Newfound IP Call Recorder reliably records any phone call, at any time, for any duration in a carrier, enterprise or contact center telephony environment.

 

Call Recorder 1.5 has a new record and save feature that gives contact centers the option to store only the most essential recordings. Unlike it says many other on-demand recorders that capture from the point an executive or agent identifies a threat, the Newfound IP Call Recorder initiates recording at the beginning of the call and keeps the recording only if an escalation occurs. This “SmartRecording” feature permits quick access and retrieval of only the most important segments of interactions.

 

The other key component is Pause and Resume Recording. With it IVRs, PBXs and CTI (News - Alert) deployments can temporarily stop and start recording while maintaining a single recording file from the call. This other “SmartRecording” feature better enables an IVR to omit programmatically sensitive information such as credit card or account numbers out of recordings, which minimizes the risk of ID theft. Pause and Resume Recording also dramatically reduces file size by not recording while a call is in queue or hold music is being played.

 

Newfound IP Call Recorder 1.5 also provides Web-based call recording controls, remote delivery of call recording records (for carrier and multi-tenant environments), improved archival to iSCSI, SAN and network-attached storage devices and Web dashboard enhancements for search, retrieval, and management of call recording.

 

With flexible, port-based software licensing, the Newfound IP Call Recorder deploys on standard x86 Windows servers in both legacy PSTN and VoIP (SIP) telephony environments. The Newfound IP Call Recorder is a multi-tenant call recording solution offering secure and privileged, Web-based access to recordings for customers, departments and individuals.

 

In addition the Newfound IP Call Recorder offers ad-hoc call recording to capture and index recordings. In turn, developers and telecom engineers use IVR and Web standards such as VoiceXML (News - Alert), to capture conversations at any point and for any duration. Each recording can be bookmarked and paired with call-related data such as caller ID, destination number, account number, DTMF or speech recognition inputs, call errors, hold times, agent ID, transfer numbers and more. Ad hoc recording makes detailed call analysis and review quick, easy and complete.

 

“We’re building upon our history of delivering innovative features that reliably service some of the largest telecommunications deployments in the world,” says Kris Hopkins, president and chief executive officer at Newfound Communications. “This new version builds upon the ad hoc recording capability with secure, Web-based access to recordings and auto-archival features that have made the Newfound IP Call Recorder a success. We are seeing an excellent response to the flexibility and control the recorder gives to application developers.”