At their Paris Forum this week Alcatel-Lucent announced a new IP dedicated recording (IP DRlink) interface for its OmniPCX Enterprise IP PBX. The IP DRlink enables Alcatel-Lucent’s IP phones to be connected to voice loggers and quality management systems for voice recording in call centre, financial trading floor, public safety and other enterprise applications.
Today’s regulatory climate requires CIOs to look beyond the needs of traditional business communications to address compliance and data accountability issues. The use of voice recording systems helps not only to ensure quality customer service, but also allows enterprises and governments to implement a wide range of business improvements including customer and emergency call audit and analysis.
The IP DRlink is a processing module for OmniPCX Enterprise servers that facilitates recording of inbound and outbound calls as well as internal calls, conference and contact centre calls. A single OmniPCX Enterprise server with an IP DRlink can support up to 16 voice loggers with a capacity to record thousands IP phones simultaneously depending on the configuration. Compatible with the Alcatel-Lucent IP Touch Series 8 phones and with Alcatel-Lucent’s OmniTouch and OmniGenesys contact centre solutions, IP DRlink enables enterprises to address today’s network compliance requirements.
“Existing contact centres and PBXs provide many quality metrics to help companies improve their customer service, but the ability to record and analyse conversations allows a company to know exactly what’s working and make more focused improvements,” said Tom Burns, head of Alcatel-Lucent’s enterprise solutions activities. “With this new IP DRlink, Alcatel-Lucent is taking the lead in using IP to make these solutions more cost effective and better able to work across distributed enterprises.”