Witness's Impact 360 IP recording solution has been purchased by such firms as Heritage Trust Federal Credit Union, hostTALK, and SingTel. The solution allows customers to record, categorize, notify and store calls for both quality and legal compliance purposes and can be scaled from a single recording channel all the way up to full-time requiring requirements at the enterprise and contact center level.

Voice recording and review offers multiple benefits to companies, giving them a tool for reviewing customer interactions and allowing them to use the insight to improve their processes. Trends and patterns can be spotted, especially when recorded call data is processed via speech-to-text and then analyzed for word and phrase usage.

In June, AudioCodes launched their IP-PBX recording solution. SmartWORKS IPX passively monitors and collects voice packs in the IP-PBX environment and reports D-channel data to the customer's application through an API. The IPX, a hardware device, also detects and forwards media RTP to another network device for recording. Currently, Smartworks IPX supports Cisco and Avaya IP-PBX systems with support for other brands expected before the end of 2006.

Source: VON