By Brendan B. Read Senior Contributing Editor
More organizations are recording nearly or all of their customer interactions both voice and online for a widening array reasons including quality, service, performance and product/service insights and for compliance with increasingly strict and stringently enforced regulations.
Novo Technologies has responded in kind with NovoLog 5.5 IP-based recording solution. Its capacity has been boosted to over 1,000 recording ports on a single system. It also supports Windows 2008 and SQLServer 2008.
Equally if not more importantly, NovoLog 5.5 comes with DataManager, a powerful new data management application for contact centers with high-volume and diverse call recording data.
NovoLog DataManager meets the needs of organizations that manage and secure high-volume and varied call recording data for quality monitoring and compliance purposes.
DataManager is a sophisticated and user-friendly tool with natural language configuration that provides the archiving and purging of audio and video recordings. Unique in the industry, says Novo, DataManager archives and purges based on an extended list of criteria such as agent skill sets, inbound/outbound call types, channels, and recorders. In addition, NovoLog DataManager features retention period based purging.
“Our customers’ data management and protection requirements are growing due to the call recording data’s constant gain in volume and variety,” says Danny Paul Blouin, vice president, sales and marketing at Novo Technologies. “DataManager was designed with the collaboration of some of our largest customers in order to meet these critical needs.”
The appearances of these new features in the NovoLog solution are well-timed. As the economy improves, resources are now being freed up in organizations of all sizes to implement a downturn-delayed switch from PSTN to IP.
In late 2009 Novo Technologies was accepted in the Cisco (News – Alert) Developer Network Program at the registered participation level for the unified communication UC) products. Membership in the Cisco Developer Network Program is offered to companies that have a product or technology which complements or interoperates with a Cisco product or technology.
As a new participant in the Cisco Developer Network Program, Novo Technologies announced that a leading insurance company has invested in its Cisco-compatible IP recording technology. The deployment it says is one of the most extensive it has done so far and illustrates the flexibility and evolutional potential of a Novo solution running in a Cisco-powered contact center. It entailed recording and capturing both voice and screen interactions at the desktops of more than 400 agents at more than 20 sites across Canada.
The selected technology is based on NovoLog IP, NovoScreen and NovoValue. NovoLog IP will record the vocal transactions between agents and customers while NovoScreen will capture the activity on the agent’s screen as a conversation is taking place. The resulting recordings will be evaluated by the supervisors using NovoValue to ensure the finest service to customers and to increase agent productivity. There is close integration with Cisco UCCE 7.5 which the firm says ensures that all calls and related data are being recorded and made available for compliance issues for several years.
“Joining Cisco Developer Network Program is only the first step of our interoperability plans with Cisco, but it is an important landmark for Novo’s growth strategy,” says Blouin.
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Michael Dinan
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