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INTERACTION RECORDING decades worth of experience in solving this
AND QUALITY MANAGEMENT painstaking interoperability and interworking
challenge between diferent variations of IP
SOLUTIONS
communication protocols – slow start and fast
start H.323, H.323 and SIP, IETF SIP and IMS
deined SIP, SIP over UDP/TCP/TLS, SIP with
SIP-I, SIP with IPv4 and IPv6 addressing, and
Interaction innumerable vendor speciic implementations.
Trying to solve it all over again in another
Recording
gateway function is unsurmountable. So,
SBC certainly warrants its position as a SIP normalizer in bridging web and telecom world.
And Quality Now, does that mean it can be a WebRTC
gateway itself? It depends. It’s worth
Management
understanding what function SBC has
traditionally played in the network. Irrespective
Solutions
of what shape or form it comes in, there are
three key functions it provides –
1) VoIP and multimedia session Security
2) session & media protocol Interworking,
and
RECITE Xpress is a seamless, feature-rich SMB/ Simple User Interface
3) provide session control – which by the
SME customer interaction management system RECITEM has been designed for easy cutover same are the same set of characteristics required
that enhances interaction analysis, delivers from one Call Recording System to another. for a WebRTC Gateway.
a solution to meet compliance requirements and ful lls speci c needs in the contact center Through the intuitive web based user interface, SBCs handle IP communication SESSIONS
and back o ce environments. RECITEM the RECITEM user experience makes it easy to very well . and it depends on how you deine
can be tailored to meet various enterprise navigate through calls and playback, while making a session.
requirements by combining various software other RECITEM Software Modules available from a Traditionally it had been a communication
modules to provide a clear, concise view of single screen. Whether the end user is familiar with other software or not, the user can be functional session created using a legacy VoIP H.323
the agent and customer experience. The RECITE Xpress call recording module delivers with RECITEM in minutes, without losing valuable protocol, or a SIP protocol for voice, video, IM,
one-hundred percent logging to an entire s raining.
ile transfers. But, it can very well be any new WebRTC session control mechanisms described
organization or to a selective group within above (SIP over web sockets, REST, etc.).
the organization. The RECITE Xpress Suite
WebRTC Client
A Wide Range of Integrations
It certainly makes an obvious choice to extend
also includes a Quality Management module
RECITEM can capture voice from a wide range
which enables an organization’s supervisors an SBC with WebRTC gateway function when
PSTN and Communication Systems including
to evaluate employee interactions through the
the desired mechanism to manage WebRTC
A browser-based, unified communications
use of customizable evaluation templates for
Avaya, Cisco, Asterisk and many more. RECITEM
sessions is SIP over Web sockets. For other
integrates with most common communications platform, including most VoIP systems. RECITEM selectedd, erasnkdtomplyexpaeggrieedn, coer tahllaetmisplpoyaeret of the
mechanisms (like REST/ HTTPS, JSON over
advanced integrations include status updates and calls. Employee performance can then be
Voice4Net WebRTC Framework Suite.
web sockets etc.) it can be argued whether it
agent actions to track voice communications from viewed and measured graphically in a series
of reports based on information collected
should stay as new independent function.
extension to extension as the call travels through from evaluation scorecards. RECITE Xpress is
he question should not be whether SBC
the communication system.
The Voice4Net WebRTC Client is easy to
compatiblewithvarioussystemcon gurations,
is required for the WebRTC or SBC can act
including VoIP, TDM, and blended environments
deploy and use, and represents the most Microsoft Lync
as a WebRTC gateway.it should be whether
RECITEM Snapshot
effective unified communication client
you want to deploy a WebRTC session control
Microsoft Corporation has c RECITEM as RECITEM Sanvaapsihlaobt ilseatDoedsaktyo.pICtliseuntptphaotratdsdms any
within an SBC (and call it WebRTC SBC) or
Lync 2013 compliant. This c ation means that our integration level ers Microsoft Lync Screen Capture and Live Agent Notes to the
platformsincluding Mitel, Avaya,
make it independent (and call it WebRTC
users the ability to record conversations in any RECITEM Xpress package. RECITEM Snapshot
ShoreTel, along with numerous
gateway) and deploy it in conjunction with
Lync mode, client, remote users, mobility users, can be seamlessly added to RECITEM Xpress
other SIP-based PBX
SBC. here is no question that both are needed,
federated users and Lync Conferencing. Through to provide a 360-degree view of the customer especially to enable communication between the
our advanced integration, call setup times interactione.nvironments.
web and the telco world. Ultimately, both are sotware functions which can be virtualized or
are reduced while preserving the RECITE MasCM
deployed in separate physical boxes.
recorded in a central, searchable database. By adding RECITEM software modules such Contact us today to
Although I promised not to give an opinion,
as SnapshotM and MasCM, the Lync recording
RECITE MasCM is a PCI Compliance Module that
find out how this new technology can
incorporates voice muting and screen capture
I personally feel that vendors who are adapting
enhance the way your staff does business.
blocking during compliance portions of the can be enhanced with PCI Compliance and
to the more innovative HTTP/ REST based
customer call, rendering sensitive information ScreenCapture.RECITEMisoneofthefewLync
WebRTC implementation and at the same can
unplayable by any member of the organization. recording systems on the market that can er
Learn how you can convert this opportunity into revenue
simplify the complexities of interworking with
The Compliance Module supports both PCI and these advanced features a ordable price.
for your organization, by offering end-customer contact
diferent variations of SIP and media codecs
HIPAA Compliance standards.
center experiences that are more customized, effective and
(using their experience in SBC domain) will be
engaging thanks to the WebRTC-enabled solutions
more successful, more quickly, and scale to meet
the enormous growth predicted as the world of
WWW.NUMONIX.CO sales@numporondiuxc.ecdoby Vo1ic-e84N55et-.NUMONIX 1-561-9522600 real time communications changes – again. ■
Download the Frost & Sullivan
WebRTC Client
white paper on WebRTC Best
Practices Research and
t
A browser-based, unified communica
desktop experience that is part of the e
i i
o o
n n
s s
a
t
Voice4Net WebRTC Framework Sui i
Voice4Net WebRTC Client
t t
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.
.
a a
at www.voice4net.com/frost
s s
The Voice4Net WebRTC Client is e e
y y
t t
o o
p1-28_TR_Sep/Oct_2014.indd 24
deploy and use, and represents the m m
n n
WebRTC revenue opportunities!
effective unified communication clie
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s s
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15/10/2014 17:04
o o
e
available today. It supports many platformsincluding Mitel, Avaya,
Contact us today www.voice4net.com
other SIP-based PBX
ShoreTel, along with numerous
environments.
ient
Contact us today to
find out how this new technology can enhance the way your staff does business.
(214) 237-7600 www.voice4net.com
Learn how yo u can co nvert this oppor tunit y into revenue
for your orga center experie
nizat nces
by offering end are more custo
-cust mize
omer d, effec
contact
tive and
ion, that
unications engaging thanks to the WebRTC-enabled solutions m
produced by Voice4Net.
(214) 237-7600
Download the Frost & Sullivan
www.voice4net.com
f the
white paper on WebRTC Best
Practices Research and
o
k Suite.
at www.voice4net.com/frost
Voice4Net WebRTC Client

t is easy to (214) 237-7600 www.voice4net.com
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