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Recorder
For organizations with distributed contact centers, implementing a comprehensive and scalable yet cost-effective solution for voice call recording and logging poses a complex challenge. Recorded data is vital to assess a contact center’s quality and performance, which in-turn directly impacts customer satisfaction levels. Further, recording is a must-have for organizations that need to meet legal compliance requirements.
KnoahSoft resolves recording challenges with robust solutions that are scalable, flexible, and affordable, enabling enterprises to implement deployments that best suit their existing operations. In fact, KnoahSoft’s recording architecture can support 250 simultaneous conversations on a single server, and as many as 600 simultaneous conversations in “delayed” mode.
KnoahSoft recording supports multiple deployment options:
KnoahSoft and Switch Port Analyzer (SPAN): Using the KnoahSoft recorder in a Switch Port Analyzer (SPAN) based configuration is the preferred choice for centralized deployments in large-sized call centers. This configuration also allows centers to work with CTIOS integration and is very effective when Call Managers and Voice Gateways are collocated. Deploying recorders at every gateway enables centers to manage voice recording across the whole organization.
KnoahSoft Branch Recording: This light-weight remote deployment of the KnoahSoft Recorder addresses branch or at-home agent recording needs. In this model, a small version of the KnoahSoft Sniffer application is used on the local PCs of these remote sites, while central recorders can continue to be deployed at large sites. This approach can be managed from a central location with software and updates coming in automatically from the central application to minimize administration.
KnoahSoft and Cisco Unified Communications Manager 6.0: With this hybrid deployment option, we can reduce or eliminate the dependence on deploying recorders in smaller sites, while centralized recorders can continue to be deployed at large sites. A centralized deployment is preferred when there are many remote sites. Organizations can deploy the Cisco Unified Communications Manager (UCM) 6.0 to perform the recording in smaller sites and have that network traffic synchronize with a centralized recorder. It is also possible to use SPAN-based recording in large sites and deploy UCM Recording for smaller sites.
Please click here to access our Recorder Brochure.
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