While cloud computing is still a loosely defined term, many cloud-based services are nonetheless being deployed in droves – especially in the call center industry.
Gartner has predicted an even more promising future for the cloud. It noted that worldwide cloud services revenue is poised for strong growth through 2014 when it is projected to reach $148.8 billion. Furthermore, Gartner (News - Alert) is seeing an acceleration in adoption of cloud services.
Out of the many components that comprise call center technology, call recording is an exceptional candidate to migrate as a cloud service.
Businesses such as those in direct marketing, help desk services, or those that are a contact or call center can benefit from cloud recording services as recordings can be easily moved into the cloud – allowing businesses to focus on their people and processes rather than networks, call routing, massive recording storage facilities, port mirroring and encryption.
Oreka TR Total Recorder is part of OrecX’s suite of recording products. The OrecX Team has leveraged the power of open source platform to provide customers with a voice recording application that's easy to install, use, and maintain.
Oreka TR is an addition that enhances the Oreka GPL recorder. OrecX Basic GPL can record and retrieve calls via a browser based interface and is VoIP ready. Access to the calls is provided with standard browsers like Internet Explorer or Mozilla (News - Alert) Firefox, without installing any additional software.
Users can record VoIP SIP sessions by passively listening to network packets. Both sides of a conversation are mixed together and each call is logged as a separate audio file. Replay of calls works with a standard Media Player. Flexible search criteria allows for immediate and accurate retrieval of required calls.
Oreka TR also includes automatic audio segmentation so that continuous audio sources can be split in separate audio files and easily retrieved later. It also includes voice activity detection.
By adding cloud recording services such as Oreka TR, call centers, customer service operators and enterprises alike will have the tools needed to limit risk and liability within customer transactions, create quality assurance and training tools as well as improve the callers’ experience. In today’s competitive environment, improving the satisfaction level of your callers’ experience is extremely important.
Michelle Amodio is a TMCnet contributor. She has helped promote companies and groups in all industries, from technology to banking to professional roller derby. She holds a bachelor's degree in Writing from Endicott College and currently works in marketing, journalism, and public relations as a freelancer.
Edited by Chris DiMarco