For the Record: Call Recording Adds Value to IP Telephony
New Telephony - 2006-10-25
"Several industries are clamoring for IP call-recording services, and one fast-growing field is call centers or other companies needing ad hoc recording capabilities, says Gabor Krivachy, president and CEO of IP applications developer TC&C U.S.A. Inc. “Anyone can be threatened and they want a trace,” he says. At any time during the call, “you just press three buttons on the IP phone and share that conversation.” Even if the caller hangs up, the user on the other end can restore the conversation, thanks to IP features and functionality.
Late last year, TC&C signed LiteScape Technologies Inc. as a reseller. LiteScape has incorporated TC&C’s CARIN IP call-recording software into its CRM, collaboration and identity-management applications for IP telephony. “Our global channel partners see uses for call recording beyond the contact centers and have found immediate, high demand in the financial and professional services industries,” says Andy Barbour, LiteScape’s senior director of channel sales.
LiteScape is using CARIN as a value-add in its applications. In extending capabilities across phones and PCs, bringing together voice and video, recording becomes “an important part of the complete historic record,” says Barbour, citing the example of reusing and repurposing recorded materials for training. “In terms of communicating with the rest of the organization, with the phone as an application conduit, the ability to be able to replay-record is an important element.”
There are several ways to access recordings on the CARIN platform. They can be played back from a company’s intranet or from an IP phone. They also can be accessed via e-mail, but there are security protections in place for that method. For example, one user would send a URL to another, who must be authorized to access the system. Finally, users also can download .wav files for their own post-processing, but security cannot track this method, so it is not recommended for highly sensitive industries. Banks do not allow it, for example. TC&C further has tightened security within CARIN by creating special tools that certify the recording has not been edited or tampered with."
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