RECITE Client-Side Recorder Recognized for Exceptional Innovation
BOCA RATON, Fla., Sept. 10, 2018 — Numonix, provider of RECITE, the industry’s single most versatile recording solution available for unified communications and Microsoft Skype® for Business, today announced its new RECITE Client-Side Recorder for Skype for Business. Available for on-premises, hybrid and Skype Online in Office365, the RECITE Client-Side Recorder enables organizations to securely control access to their Office365 recorded interactions. Calls are recorded and stored centrally on a server in a location of the organization’s choice. Recordings are digitally watermarked and tamper proofed and are inaccessible by unauthorized users. Sensitive customer information is protected with customizable security in profiles, permission and security measures.
The word “omnichannel” is ubiquitous in the contact center industry today with regard to customer experience. It primarily refers to the ways or modes in which a company communicates with its customers – e.g. voice, video, chat, email, instant message and so on. Many customer focused organizations today put a lot of stock into ensuring an omnichannel experience.
Skype for Business (S4B) is being adopted by organizations across every vertical industry, increasing the demand for S4B recording
applications to capture and replay audio, video, screen and chat. With many S4B recording options available today, there are six key things to consider when choosing your recording solution. A word of caution: Implementing S4B recording functionality is not as
straight forward as VoIP or TDM call recording. There are many more factors to consider to ensure a smooth implementation.
First we had call logging. Then we had call recording. Now we have unified communications recording. Just like the term “call logging” has slowly made its way out of the contact center vernacular, so too will the words “call recording”. Today’s contact centers and business at large use far more than just the telephone to communicate with customers and prospects. We are seeing a huge rise in online chat, such as Skype for Business, for example. In fact, over 50 percent of businesses today use Skype for Business for chat, voice, phone and video; and one in five contact center seats will use Skype for Business by 2020.
Did you know that in 2017, 55% of U.S. organizations are using Skype for Business already as their PBX and/or for unified communications capabilities – chat, voice, meeting and screen sharing. In fact, by the end of this year, experts foresee upwards of 100 million enterprise Skype for Business (S4B) seats in the market. While some S4B interactions take place internally between coworkers and the like, many are now with customers. In many instances, these conversations need to be recorded and stored for the purposes of compliance, dispute resolution, order verification, measuring service levels and more – just like TDM, VoIP and mobile interactions are already.
Aside from the flexibility, ease of installation and use, S4B also offers the significant benefit of transcending telephone devices, as you can use it across your desktop, laptop, tablet and phone. Instead of a business having multiple recording solutions, they can have just one.
The question is, however, if you are using S4B today or plan to, how are you going to record your chat, video, meeting and/or voice interactions? There is no native Skype for Business call recording application. You have to seek the assistance of one of the very few Microsoft certified call recording vendors.
When choosing a S4B recording application, here are a few key aspects to consider:
1. Which recording technologies does the vendor support – passive IP, active IP, digital, analog, T1/E1/J1, SIPREC, Radio, CTI/SMDR?
2. Which types of storage is supported by the recording vendor – Azure, Amazon, NAS, SAN…?
3. Which version of S4B or the legacy Lync are supported and recordable?
4. Can you record S4B simultaneously with other PBX calls from a traditional or VoIP switch, e.g.?
5. Will you be able to capture S4B interactions within Office 365?
6. Can you record all S4B modalities in an integrated playback fashion – voice, video, chat and desktop screen?
7. Do you have to install any software on your client PC or device?
8. Can you easily integrate quality management software into the S4B recording solution?
9. Which recording capture methods are supported – port mirroring, media relay, and/or Edge server?
10. Does the vendor support cloud, hosted and on-premise?
However you look at it, the S4B era is upon us or is just around the corner. Either way, it’s time you start considering how S4B can fit into your business interaction strategy. And once you’ve done that, you will need to take a close look at the available recording solutions and pick the best one for your needs.
Numonix Honored for Its Exceptional Innovation and Commitment to Improving
the Customer Experience
BOCA RATON, Fla., July 27, 2017 — Numonix today announced that it has been honored as a
winner of a 2017 Communications Solutions Product of the Year Award from TMC, a global
integrated media company. Numonix won for its Mobile Call Recording and Intelligent Scenario
Routing recording method for Skype for Business in its RECITE® interaction recording solution.
Numonix Receives Saddletree Research’s Kachina Award for RECITE Interaction Recording for Microsoft Office 365
Winner of Voice of the Customer Solutions Category
Boca Raton, Fla., Nov. 29, 2016 — Numonix is pleased to announce it has received Saddletree Research’s Kachina Award™ for its RECITE® Interaction Recording for Microsoft® Office 365. Numonix’s Microsoft-certified RECITE interaction recording solution delivers comprehensive, compliant recording of all Skype for Business interactions on-premises, via hybrid cloud and in Microsoft Office 365.
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