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| 2005.09.27 |
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NTT COMWARE launches sales of Business VoIP Call Recording Solution
-- Makes compliance checks as well as fast and accurate customer service possible through the recording of VoIP calls --
NTT Comware Corporation (Head office: Minato-ku; President: Yuhji Imai; below, NTT Comware) has added a VoIP call recording solution - a solution which records calls made with IP telephones, saves and manages sound files on a server, and allows sound files to be played or attached to e-mails from a personal computer - to Business Communication SS70, the IP Telephony System of the VoIP Solution Series NEXIPT. Sales will be launched on September 30, 2005.
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[Advantages of the VoIP Call Recording Solution]
- This solution enables calls made with IP telephones to be recorded, and does not require adaptors or any special operations by personnel to function. The recorded files can then be saved as a record of the call in question for use in monitoring and other operations.
- Enables conduct of thorough compliance checks
The thorough management of information and the establishment of compliance (corporate ethics/observance of law) within business in order to combat the leakage of sensitive information as well as the occurrence of scandals are becoming urgent managerial priorities. The addition of a call recording function gives companies the capability to verify customer service-related details, and to confirm the existence of calls which may be connected with illegal conduct and/or customer misunderstanding. In addition to serving as a preventative measure against the leakage of sensitive company information, because it allows companies to monitor the manner in which customers are dealt with, call recording can be also used to prevent problems before they occur as well as to train personnel.
- Utility as a verbal memo
The recording of telephone calls eliminates the potential for details such as customer names, telephone numbers, order details and time and date for appointments being missed during a call. This in turn allows businesses to provide fast and accurate telephone reception which is stress-free for customers. In addition, the recorded call can be saved as electronic files, and sound files can be forwarded as e-mail attachments. Customer information can be accurately recorded through confirmation by personnel in possession of the forwarded sound file which, in turn, facilitates the creation of reliable and smooth customer service.
[Special features of the VoIP Call Recording Solution]
- Supports business IP telephony systems
This solution works with Business Communication SS70 to automatically record the telephone calls of specified IP telephony devices from the beginning of the call. Because this system operates automatically without a requirement for any special operation by personnel, it eliminates the potential for important details not being recorded due to failures to start the recording equipment.
- Simple call recording file management
Recorded files and call history are managed together on the server allowing users to view call history and to forward, play and erase recorded files from their Web browser. In addition, access rights to recorded information can be set for multiple users, which allows this system to have multiple uses such as enabling managers to examine recorded calls. Recorded files are stored as all-purpose WAVE file format (*1) data files which eliminates data corruption and facilitates file handling, such as the forwarding and saving of files.
- Search function
Important messages within recorded sound files can be easily retrieved from the database through search keywords such as time/date, telephone number and user name. In addition, this system includes a function that allows users to return phone calls simply by clicking the telephone number displayed on the computer screen.
[About Business Communication SS70]
- Business Communication SS70V is an integrated communications solution that provides business communication such as video, chat, voice mail and email through its function as a telephony system. With a capacity for up to 100,000 phone extensions, this reliable solution allows for scalability, and from the launch of sales in early 2002, the system has been utilized for over 85,400 lines within Japan.
[Terminology]
- *1 : WAVE file format
WAVE file format is the sound file format for Windows, and is the format for recording items which have been converted from sound signal into digital data.
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