Call recording and monitoring vendor Duxoft has introduced the new version of MiaRec Business, 24/7 calls recording and monitoring software for VoIP
systems, with the "possibility of integration with third party applications, like CRM systems or internal databases," according to the Duxoftians.
Recently calls recording has been used in many organizations in order to increase security, improve customer service and agents productivity, as well as to comply with legal requirements.
MiaRec Business 3.0 has user interface which can be accessed via any standard Web browser. The product uses such Web 2.0 technologies as AJAX to integrate the main advantage of desktop applications with the main benefits of Web applications, such as remote access from any computer with only Web browser installed.
Intuitive calls search, filtering and grouping by date, time, phone number and other parameters let users get up and running on the program without cumbersome user guides, company officials say, promising that "users will find it easy to sort, retrieve and play back call records."
There's a multiple user interface which gives the option of limiting the access of users only to the calls in which they participate, and to permit or deny a delete operation on the calls. Managers can listen to agents' calls in real-time and guide them during the call.
MiaRec Business 3.0 is compatible with all IP-PBX systems that use standard VoIP protocols, such as H.323
, SIP, MGCP and Cisco SCCP.
Similar products released recently would include Telrex's CallRex Release 3.5, a business-class VoIP call recording and monitoring product.
According to Telrex, the new release features a new distributed-services software architecture which adds more scalability, enhanced multi-site support, streamlined storage and archiving, and additional security.
Telrex claims that CallRex was the first VoIP call recording solution verified to record encrypted VoIP calls for Cisco CallManager 5.0, and CallRex version 3.5 now provides additional security to ensure that call recording files cannot be secretly altered.
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David Sims is a contributing editor for ContactCenterSolutions. To see more of his articles, please visit his columnist page.
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