SmartRecord Cloud

SmartRecord Cloud is an interaction recording solution designed for Service Providers who offer Cloud services such as hosted unified communications and contact centre, SIP trunking, and solutions for mobile. By enabling value added services such as interaction recording, quality management, and audio mining on a single platform, Service Providers that utilize SmartRecord enable enterprises of all sizes with solutions for regulatory compliance, liability protection, staff training, and performance monitoring.

Enable all sizes of service provider enterprise customers to assist in compliance with standards such as MiFID II (EU), PCI DSS, ISO 9001, FCA (UK), MiFID (EU), HIPAA (USA), CPNI (USA), and SSAE 16 (USA).

Deployment Options

 

  • Available via the Enghouse Cloud platform or installed into the Service Provider network
  • Suitable for Service providers operating hosted communications platforms based on SIP, TDM, mobile, or IP multi-media subsystems (IMS) network infrastructure
  • True multi-tenant platform with proven scalability, redundancy, and security
  • Proven in the field since 2006, with significant numbers of Service Provider deployments across all geographical regions
  • Supports manual provisioning and billing or fully automated provisioning and billing via APIs
  • Cloud solution deployed and supported in Amazon Web Services and AWS S3 storage solutions
  • Full SIPrec support

SmartRecord End-User Features

 

  • Audio recording
  • Agent desktop recording
  • Video call recording
  • Text communication recording (instant message systems, SMS, email, etc.)
  • Live call monitoring
  • Real-time alerting
  • Call detail reporting and dashboard
  • Real-time speech analytics
  • CRM integration
  • Agent evaluation toolset for performance and training management

Integration

 

  • Provisioning and billing – automate via web APIs or manually provision services
  • Branding – supports sales through channel partners, all of whom can be independently branded, if required
  • Communications platforms – supports the SIPrec standard for BroadSoft, Metaswitch, Oracle (Acme Packet), Sonus, Tango Networks, etc. Supports Cisco, Avaya and Mitel native recording methods
  • Messaging platforms – API support for integration with various text communication platforms
  • Business portals – integrate SmartRecord features into business portals via web APIs