Call Recording - Opinions

[BIS]

Hallo All,

When it comes to call recording - and lets keep this to NICE vs. Verint - what are your experiences? (And yes - full blown implementations, but tell me what you have).

Features? Limitations? Cost? Ease of use? Implementation? Reliability? Support? Integration with third party apps (I know for example that Verint and Blue Pumpkin dance, do NICE and TotalView jive?)This is mostly line side voip, but the possibility to also have trunk side tdm would also be nice. Preferably both in the same setup.

Anything you care to share?

 

[mikeydidit]

I have been looking into the same as you are posting for over 4 months now. After researching it looks like NICE is going to be the winner.

I was asked to come up with a recording solution that could start off small and could grow as we needed it too. NICE is very scalable for line capture and or trunk calls.

Being we are a hospital and these calls being recorded "could be patient calls" it also had to have some sort of interface that could keep these call records for 5 years. Their product has a interface that can send these records to our SAN servers for long term storage.

NICE also seems (at least to me) to have a better sales/support team. I have never called about any telecomm related device and got so little response. Unbelievable.

The "other guys" called me back three days later after i left them a message to call me about their solution. NICE called the next day. I figure if sales won't even call you back in a timely manner, i cant imagine what support would be??

Hell, there are no rules here - we're trying to accomplish something.
Thomas A. Edison

For the best response to a question, read faq690-6594

 

[biglebowski]

I have worked for both so heres my opinion.

Verint is the only system that as standard has a long term storage option. By default it will copy the audio from the recorder to a central server. This server can have local storage up to 2.7TB or use a SAN drive after all it's only the E: drive on the server. NICE will store the audio on the recorder.

Both NICE & Verint have integration with EMC but verints is enabled by default whereas with NICE it is via another application called storage center (licensed)

On an enterprise level verint is much better as you can manage and view all the recorders centrally. Verint have the market share of call centers with customers like HSBC, RBS, Barclays, Abbey, First direct, Lloyds TSB, NHS direct.

The support from verint is much better than NICE but I agree that sales at verint are carp.

If you list how many extns or trunks you need to record, the type of switch and the retention period I'll let you know what i think is the best way to go. I'm tech support not sales so I'll give you an honest answer.

When I was born I was so suprised I didn't talk for 18 months

 

[BIS]

Thanks mikeydidit, biglebowski.

This is a S8710/G650 CM3.1 with two sites, about 350 extensions, 90% inbound. There is a mix of G.711 and TDM so both would be needed. We would also like the ability to include calls from a CISCO CM5.1 platform (IPCC 7.1 Ent. Ed) (don't ask). We are using TotalView 3.11x, integration with that would be beneficial. At a starting point we are looking at 100% recording with a retention period of 1 year (after which the data will be moved to long term backup).

Out of interest, what type of CTI would be needed here (we currently do not have CTI).

 

[biglebowski]

As there is no cti on the Avaya I would go station side for this and you would need two recorders. For VoiP the call manager has CTI (verint supports TAPI, JTAPI, ICM and genesis) but also uses Skinny as a fall back or primary if CTI is not available. It also includes a data center which is an open replication copy of the database for 3rd partys to access e.g IEX, CM insight or blue pumpkin etc. The server will store up to 2.7TB of audio which for a call center of 350 agents would be at least 7 years. You can also integrate with an EMC centera via API for long term storage or resilience or a SAN via archive rules.

A station side recorder will record up to 240 channels.
A trunk side recorder will record 480 or 960 channels.
A VoiP recorder will record up to 500 channels.

When I was born I was so suprised I didn't talk for 18 months