Empirix(R) Inc., which helps organizations adopt complex communications solutions with confidence, launched the first quality assurance solution for contact center call-recording systems. OneSight for Call Recorder Assurance proactively identifies failed or degraded call recording, logging and call archival while providing measurements for recorded call quality. Contact centers, particularly in the financial services market, can now enforce regulatory compliance, more efficiently resolve disputes, improve risk management and validate quality monitoring by ensuring call recording environments are functional.

Regulations such as Sarbanes-Oxley and HIPAA have made call recording systems imperative in many industries - and the consequences of non-compliance can be severe. Yet most enterprises do nothing to ensure the quality and performance of the systems used to record and archive inbound calls in their contact center. The migration to VoIP and IP application environments creates new potential points of failure as well as new quality issues that can negatively impact a call recording system. OneSight for Call Recorder Assurance addresses a critical need for proactive validation of call recording, with real-time isolation of problem-causing systems. The solution supports industry-leading call recording systems from Witness Systems, NICE, Verint and eTalk.

Empirix’s award-winning OneSight solutions drive real calls into contact centers, and then measure the health and performance of both applications and infrastructure. OneSight allows organizations to correlate the end-to-end caller experience with the health of each application and component and critical links among other telephony and data infrastructure. This integrated management solution enables customers to quickly identify and isolate probable causes of common technology issues, including IVR slowdowns or outages, misrouted or dropped calls, slow screen pops, poor sound quality and failed call recording. OneSight also features a module that can correlate real-time call behavior with voice self-service performance to help contact centers measure and reduce the impact of technology issues on agents’ Key Performance Indicators (KPIs).

According to Frank Moreno, Director of Product Marketing for Empirix, when recording systems do fail, the problem can exist for hours or even days without being noticed. “No contact center manager wants to be in the position of being asked to produce a recording of a call, only to find that the recording either doesn’t exist or is of such poor sound quality that it’s useless,” explained Moreno. “Whatever the reason a contact center implements recording - be it for compliance or for internal QA purposes - missing or damaged recordings create risk. Proactive validation of call recording environments helps to reduce that risk and give managers confidence that calls are recorded and logged effectively.”

Source: BusinessWire