Datatex Dynamics, a telecommunications software company specialising in call recorder solutions, call centre solutions and telephone management systems, today announced iRecall Amethyst Replication in the Cloud (ARC), a service that allows existing Amethyst* users to create, real-time, duplicate recordings off-site, ie stored safely and securely in the cloud and fully managed and monitored by Datatex.
"ARC works alongside the onsite Amethyst to create the connection to the cloud storage facility and works with a streaming facility, which can be scheduled or executed in real-time, to give supervisors access to the last voice recording in real-time from a Web browser, anywhere in the world," explained Johan Landman of Datatex.
"The service is conveniently packaged as a managed service, which means that we take care of the server and storage resources, security, integrity, monitoring and administration that may be needed; and thus, billing is on a pay per minute basis, i.e. you only pay for what you record."
"The benefits of this service are numerous and include, for example, the provision of a centralised recording storage and access capability for those organisations that have multiple branches; embedded redundancy to ensure that recordings are accessible even when the local systems are not available; and, remote quality assessments," continued Landman. "In addition, there are flexible integration options available that are irrespective of the PBX or hosted PBX solution that may be in place."
"Full compliancy, including support for POPI; case resolution; fraud protection; monitoring of customers' experiences; and, providing peace of mind to all staff and clients has never been more important than it is today," concluded Landman. "Without a firm fail-over strategy for voice recordings, a business is at as much risk as a business which doesn't record calls at all."
* Amethyst is Datatex's web-based call recording system and quality management tool specifically designed to meet the needs of customer-facing contact centres, whether outsourced or managed in-house.
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