CyberTech NA, formerly A-Vox Solutions, is a CyberTech International company that delivers reliable, cost-effective solutions for voice recording, call recording, telephone recording and quality monitoring. These solutions can be used for screen recording, incident management, and call statistics. They enable organizations to achieve high levels of performance, quality assurance and liability protection.

 

Tony Procops, President and CEO of CyberTech North America, says, “We’ve established ourselves as the third largest, fastest-growing provider of call recording and quality monitoring solutions. One of the things that differentiates us from some of the competitors which has allowed us to gain tremendous amount of market share is our advanced technology and ability to enable efficient and effective customization of recording as an application, as opposed to some of the proprietary apps that are out there. We were the first recording company to migrate from a proprietary, closed-box, typically client-based application to a very open, non-proprietary software application, leveraging Web servers and open architecture standards. That has obviously been driven by some of the global financial organizations that in this economic climate are looking for cost effective solutions.”

 

“One challenge they’ve always had is, ‘How do I integrate this technology to handle new challenges that we face everyday with business processes?’ Indeed, it’s becoming more challenging every day with the economic situation. The mergers, acquisitions and the globalization of the banking and brokerage business has itself created many challenges, even from a technology platform standpoint. When you merge a AG Edwards into a Wachovia and then you then you merge that into a Wells Fargo, you know have an organization that is global based on disparate systems that don’t talk to each other. Why integrate all of these business processes? On the compliance and recording side, we’re a very key component to their architecture. Some of it is regulatory and required, but some of it is business process-related and required in the call centers. So we’ve been driving the ability to customize these solutions for these customers regardless of what they’re infrastructure looks like. And I think some of the things that have been propelling that are the ability to deliver these solutions at a cost effective price point, because while they’re being stressed to provide more, better and global services, they need to do it at a reduced cost or premium.”

 

“From a vendor perspective, one of the things with which we’re always challenged, which is what are partners want, is – they want more service at a lower price – that’s always a challenge when you dealing with vendor-customer relationships,” says Procops. “They always want more for less. When you’re dealing with services, that’s a really difficult predicament to be in. So what we’ve been able to do on the architecture side relates to our solution being an extremely open solution. We’ve proven agnosticity across the telephony platform and across the network platform. Typically, what we’re providing these customers is an application. They can install it on their own brand of server hardware. They can interface it with their own existing network database and archive, so if they’re using a different app to store data, our system completely integrates into that and we display it all by accessing it via a thin client. We leverage Microsoft (News - Alert) IAS [Internet Authentication Service], the implementation of a Remote Authentication Dial-in User Service [RADIUS] server and proxy in Windows.”

 

“So we see a lot of changes in the industry and I think our technology fits right in line with the direction that most of these organizations are heading,” says Procops. “One of the things I’ve been able to do to make our solution more cost effective, and in fact the key to our success, is to reduce some of the layers of complexity, especially on the installation and support side. For example, we just announced a few months ago the ability to do a remote installation for a bank trading environment. One example I like to discuss concerns one of the top five global banks. They wanted us to deploy our solutions in about 40 different countries and they wanted us to show them a reduced total cost of ownership and a reduced installation footprint. We’re fortunate enough to be able to put together a plan where we could actually deploy these solutions remotely without putting a person on an airplane.”

 

“Another example involves an installation we did for a bank in Peru,” says Procops, “and we did it from NOC (News - Alert) [Network Operations Center] in New York. As you can imagine, where some of these banks might have thousands of locations across the globe, if you can eliminate having to put people on a plane and deal with jet lag, time zones and onsite installation and support, and do that all remotely from a central NOC, it’s just incredible that we can do it and incredible how much money we can save ourselves and the bank in the cost of deployment. So it’s that kind of flexibility that has allowed us to gain a lot of momentum in the industry.”

 

“As it relates to business processes, we’ve been able to create some customized solutions to help some of our customers address some of the challenges in the marketplace today,” says Procops. “One particular one is a solution that we’ve released called WARP, which stands for Workflow Authorized Replay Process. Another challenge in the marketplace today is that once an organization has to record for compliance reasons, there are a lot of security and compliance regulations with which they need to adhere to. The most important is the fact that this information becomes confidential data. So how do you prevent unauthorized access to this data? What we’ve done with this WARP application is that we’ve allowed them to integrate some of their workflow/business processes into our solution. For example, if your trader does a deal with you and now, 30 minutes later, he needs to review exactly what was said on the call, he or she doesn’t have access to that data, so typically they would have to go through a very formal, stringent authorization process, to get access to that phone call they just had 30 minutes ago. That process involves the chain-of-command, and typically it’s a paper process. Banks for example are notorious for generating huge amounts of paper, and every time I create that authorization paper form and it has to go through three or four levels of process before it gets approved for me to go back and play back the call. But what we’ve done it so integrate that process into a web-based application to eliminate all of the paperwork, thereby increasing the productivity and reducing the amount of time that it takes for the process to occur, from the time the trader requests it to the time they actually have access to the call.”

 

“If there was a mistake, for example,” says Procops, “and they need to correct it, if I can impact that and provide them with the ability to play that back within two minutes versus 20 days, it could have a major financial impact on the organization and/or on your personal account.”

 

CyberTech’s solutions meet regulatory requirements worldwide by providing faster access to recorded calls to enable rapid dispute resolution and clarification of events. They do this through automated authorization processes, and by delivery of instant call retrieval and replay to the workstation. The system is accessed through standard web browsers, with the entire authorization process fully documented for a complete audit trail of every event. This includes the time a request is made to replay a call, which authorizations are given a call to be released, and the time of playback.

 

Recently, CyberTech International announced Gateway Selective Recording for Cisco (News - Alert) VoIP networks, thus making it a resilient and cost effective solution to worldwide financial and call center businesses.

 

The company's VoIP gateway recording for Cisco uniquely enables organizations to achieve the high levels of flexibility, quality assurance and liability protection while supporting existing hardware and infrastructure. With CyberTech, Cisco gateway recording is predetermined by designated extensions and customer phone numbers that pass through the gateway. This capability reduces costs and maximizes efficiency for large multinational companies with widely distributed operations. The CyberTech recording system may be implemented remotely or centrally with no negative impact on extensions recorded.