Net-Net Interactive Session Recorder - recording utility for session delivery networks

Transcription

1 Net-Net Interactive Session Recorder - recording utility for session delivery networks

2 The need for recording is exploding, recording complexity is escalating Exploding need Compliance financial, legal, healthcare Emergency, crisis & threat management services Customer support histories across all industries Internet/new media portals click-to-call delivery verification for advertisers Contact centers agent evaluation, process improvement, cost reduction Escalating complexity From just voice calls to multi-modal, unified communications sessions - voice plus video (interactive & streaming), IM, document sharing From fixed-line connected offices to mobile devices (phones, tablets, laptops) to Microsoft Lync and other work-at-home environments From premise systems to high-capacity, cloud-based utility Net Net ISR 4.0 Page 2

3 What is Session Recording? Session recording expands upon traditional voice loggers to record, store and index session oriented communications (ex. interactive video, multi-media or VoIP) Application: Session recording is typically used for compliance as well as quality assurance. Compliance Regulation Requirements (Federal, State, Municipal Regulations ) Quality Assurance/ CRM (Call Centers) Process Improvement Audit, Financial & Transactional Records Cost Cutting Customer Support Histories Work Force Evaluations Emergency / Crisis & Threat Management Session recording is deployed to enterprises, contact centers & service providers / cloud Confidential Page 3

4 Session recording challenges Satisfying differences in industry/market segment requirements - Recording control - inclusive vs. selective recording, complete vs. partial recording - Native signaling & media vs. formatted media files - Privacy - credit card masking, recording disclosure, encrypted storage Moving to multi-modal, unified communications sessions New media formats video, IM, document sharing; codec proliferation and transcoding Active (in-line) vs. passive (stubbed-in) recording FCC disclosure no matter the medium (two party consent) Supporting complex session environments Mobile and work-at-home IVR, SIP Application Servers, ACD & PBX SIP trunks, Outsourced Call Centers, Hosted IVR Creating high-capacity, cloud-based utility Multi-tenancy Price/capacity and architectural scalability High availability Net Net ISR 4.0 Page 4

5 Evolution of TDM call recording products are plagued by TDM heritage Limited capacity, complex, inflexible and cumbersome hardware, drives high CAPEX and OPEX Closed solutions, APIs limited/not available - valuable information needed to meet compliance requirements & optimize operations is inaccessible by business applications Proprietary storage and archival of recordings - complex, expensive & difficult to administer Migration from call to IP session recording requires extensive vendor upgrades & service provider cloud features Too expensive per seat pricing, costly installs & expensive upgrades Net Net ISR 4.0 Page 5

6 Net-Net ISR advantages Connect: Any Session type (Video, Voice, IM, etc.) Capacity (100% more than other vendors) APKT Interop. (SBC, Softswitch, IP-PBX, IVR) Disclosure Messaging or Recurring Beep Tones Record: Selective, Percentage & Whole Call Recording Unprecedented quality (analytics or broadcast) Control: Web 2.0 Service API: REST & VoiceXML Index: Multi-tenancy for Service Provider / Cloud & Enterprise Store: Auto-archival: Always accessible within existing premise storage architecture or cloud Control IP communications infrastructure Connect Web 2.0 applications Record & Index Store NAS / SAN Net Net ISR 4.0 Page

7 Connect: ISR architecture cost-effectively scales solution to 5,000 sessions Varied session types (Video, Voice, IM, etc.) Platform capacity (100% more than other vendors) Robust APKT interoperability (SBC, switch, IP-PBX, IVR) Adhere to disclosure laws media playback This call may be recorded Recording & Storage Server (RSS) sessions per 1U server Active or passive network based recording (SIP) Media server - Disclosure prompts or recurring beep tones Net Net ISR 4.0 Page 7

8 Record: ISR architecture cost-effectively scales solution to 5,000 sessions Any session, any time for any duration Unprecedented quality (analytics or broadcast) Cradle to grave: IVR to agent, PBX to remote employee Beyond VoIP - Expand to video, voice, chat, etc. Recording & Storage Server (RSS) Compliance recording - Ad-hoc, selective, percentagebased or complete session recording Ad-hoc recording by API Split channel, mono or stereo Multiple encoding types Net Net ISR 4.0 Page 8

9 Store: Auto-archival Auto-archival: Always accessible, move within storage infrastructure Flexible storage: Use preexisting NAS or SAN architectures (via iscsi, CIFS, NFS, etc.) Remote Archival: Move audio to the cloud (for additional storage) or down to the premise (for control) Record & Store Server(s) (Take call, create file in format) Daily Storage (NAS) (file storage from session recorder) Central Archived Storage (ex. EMC CLARiiON CX3-40) Net Net ISR 4.0 Page 9

10 Control: Open Web 2.0 APIs Simple, accurate control of session recording Recording (Start, Stop, Pause) File system (file name, encoding, directory) Bookmarks / cue points Add/Edit searchable metadata Play audio or beep tones for compliance Control & Index Server (CIS) Server REST API for CTI, CEBP, Business Intelligence (BI) & Analytics integration VoiceXML API for integration to IVR and speech recognition systems Net Net ISR 4.0 Page 10

11 Index: Simple, secure access to recordings Multi-tenant (Company, Dept., etc.) Secure Web Access - Instant access to recordings (Listen, Download, etc.) Search (Meta-data, Agent ID, Call time, etc.) APIs drive searchable Meta-data for 3 rd party applications Audit trails - any search or review of recordings Net Net ISR 4.0 Page 11

12 Network Overview: Large Enterprise Mixed SIP VoIP environments Active and/or Passive Recording Easy Archival with existing SAN and Network Attached Storage (NAS) High Availability VoiceXML Integration Use ITs standard x86 servers SNMP Net-Net ISR Record & Store Server (RSS) Control & Index Server (CIS) VoIP Network IVR / VoiceXML Servers LAN File Archival / Storage Area Network (SAN) - optional IVR / VoiceXML Servers iscsi, CIFS, NFS, FTP, etc. Net Net ISR 4.0 Page 12

13 Customer Case Study Qwest Communications (NYSE: Q) Qwest Call Recording hosted call recording 3,000+ ports SIP - Sonus GSX & Genesys SIP Server integration VoiceXML API & IVR recording control (Genesys SIP Server & Voice Platform) Service provider grade reliability & features Critical Needs: 800#, hosted IVR & ACD recording Sonus switch & Genesys compatibility API recording control Reliable tech. support Net Net ISR 4.0 Page 13

14 Customer Case Study AT&T Interactive / Yellow Pages.com PayPerCall Compliance Call Recording - Ensure Advertisers pay for connected calls SIP APKT Net-Net 4500 Integration (SIP & Session Replication ) REST API recording control Critical Needs: ACME Packet SBC & SIP Integration Web Services / REST API Reliable tech. support SP grade reliability in AT&T network Net Net ISR 4.0 Page 14

15 Net-Net Affordable Session Recording 50% of the license cost of Tier 1 vendors Per session pricing Train & deploy in days not weeks or months Deployment is flexible Build broader recording applications Easy Web Service APIs (CTI, IVR, Session applications) Service Provider features (Multi-tenancy, Remote Archival) Software only Session Recording simplified Easy integration to the SBC Compatible with disparate switch & network environments (Trunk, Line side, Remote, IVR, SIP/H.323/MGCP) Cloud integration Net Net ISR 4.0 Page 15

16 Net-Net Interactive Session Recorder Net-Net ISR Highlights Simple addition to an existing SBC deployment Greater port capacity for large carrier and enterprise compliance deployments Affordable per port pricing (roughly 50% of leading vendors) Complete API Control to start, stop, tag and store recordings Easy integration to disparate SIP switch environments (Session Border Controller, Softswitches, IP-PBX) Secure & simple application integration (APIs REST, VoiceXML, etc.) Flexible storage for existing infrastructure (Store in the Cloud, Store at the Premise, Remote Archival) Fast installation & minimal support burden Connect Record Control & Index Store Net-Net 4500 Net-Net ISR (RSS) Net-Net ISR (CIS) NAS / SAN Storage Confidential Page 16

17 Net-Net Interactive Session Recorder Applications Complete solution for compliance Third-party analytics partners support contact centers Comprehensive functions & features Connect - APKT interoperability, Active or Passive Record - Selective, Percentage & Whole Call Recording Control - Web 2.0 Service API: Robust & Easy Index - Multi-tenancy & secure web UI Store - Auto archival to the premise or cloud Datacenter SQL DB DB JDBC SAN SAN SAN IP PBX SIP HTTP App. IVR UC Flexible deployment options for recording in the enterprise, call center or service provider Unprecedented price/capacity High capacity 400 sessions/server Affordable per session pricing Scalable architecture Easy to install and support H.323 Regional Call Center Private network SIP Remote site HQ/ campus Private network border SIP Nomadic/ mobile user Internet Teleworker Internet border Remote site Confidential Page 17

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