Voice recording

[mikeydidit]

I know that a lot of you work in call center environments and record calls, so i am asking for some help in recording calls.

At present we have nothing in place to be able to do this, so I really don't know what system to ask for. We are wanting to send calls from a hunt group at night (Hunt night service button) to another group to take calls. They want the calls at night to be recorded.

I did a search at the top about this and found two systems mentioned more than any, NICE and Witness. Would one be better than the other for what I need to do???

Thanks for your help, Mike.

Hell, there are no rules here - we're trying to accomplish something.
Thomas A. Edison

For the best response to a question, read faq690-6594

 

[btrain8]

I used a company called Eyretel but they were bought out by Witness I believe. I did rfp to NICE as well but we chose Eyretel. They all pretty much do the same thing. I'd stick with the one that can sell you just what you need instead of bells and whistles type stuff like screen capture and things like that. But they both make a good product. another I used was Dictaphone as well.

 

[nocster]

look into KOVA ...I hear they have a pretty good voice recording solution -

http://www.kovacorp.com/home.htm

 

[AndyJUK]

We use Carina, it sits across our ISDN and just record every signal. provider is Computer-Tel

 

[2BAvoice]

I prefer Witness, but that is just because I have used it much more. Very few gotchas and straight forward linux based server. A big factor to consider is storage of calls recorded. If you have very many calls and need to store them for extended periods you may want to go with a SAN for backup. MONEY!

 

[gblucas]

As I understand it, Witness was bought out by Verint. I have looked at their recording solution, and it is top notch. It was just too, "top notch" for my previous employer, so we never did get it, as much as our call center needed it. I use a package called Virtual Observer, from CSI. It is a really good package, but I hate the way the vendor has treated our company. If you don't stay on support with them they will not support their product at all. They treat you like you are an outcast. There is no provision for time and material support, and if you don't renew support, and wish to at a later date, they charge you for all your back support agreements, before you get back on support. If I did it now, I would need to pay around $15,000 back support + my current contract. This package is setup as a "Service Observe" recording solution.

gblucas

 

[mikeydidit]

I have contacted NICE and Witness and these guys don't seem to care. It took the guy with NICE two days to just call me back. Now I am waiting to here from someone in my area.

Is this what you guys had to go through to get your system?? I hope support will be better than sales.... Although it's usually the other way around.

Hell, there are no rules here - we're trying to accomplish something.
Thomas A. Edison

For the best response to a question, read faq690-6594

 

[jfh9219]

My experience recently seems to be that none of the vendors care enough to respond in a timely fashion even when you are looking at spending good money.

Speaking of which, wait till you get pricing from the vendors you mention. It is astronomical. Obviously the method of recording (station side/trunk side/cmapi), size of recording environment and most of all end user bells and whistles all play a part in determining cost.

I read somewhere that CM5 provided an improved recording interface. Something you probably want to investigate before choosing a technology/approach.

 

[DJPlaZma]

We have a very robust package in place called Virtual Observer. We currently have 48 station recorded (station-side) and a very reasonable package.

-DJ PlaZma
Single-Handedly Keeping the 80s Alive!

http://www.PlaZmaRadio.com

http://plazmaradio.serveroom.us:9652/listen.pls