Witness Systems, distributed in South Africa by GijimaAst, has introduced the industry`s first SIP-enabled recording solution for IP telephony-based contact centre environments. It is designed to lower the total cost of ownership through the support of high availability and high capacity systems, improved robustness through workflow and database support, as well as protocol command forwarding to support multi-site systems.
SIP is quickly building a name for itself in the contact centre industry as the standard for a unified signalling protocol for communication and presence information. A SIP-enabled contact centre will allow customers to leverage the benefits of multi-channel IP communications with the existing base of traditional telephone call centres.
By combining IP telephony with the Witness Systems solution, it is becoming viable to deploy recording both in the IP-enabled contact centre and beyond. Analysing all these external communications is more important than ever as every business seeks to gain a competitive advantage from better understanding their customers and acting on insights contained in interactions with them.
The open standards nature of SIP enables end users to lower the total cost of ownership by commoditising end points, and also facilitates presence-enabled communications across multiple mediums. This means that with the added flexibility, contact centres can forward specific calls to domain experts or knowledge workers, which results in more dynamic dialogues and value-added interactions. Improved first-contact resolution also sets the stage for high value customer opportunities.
The SIP signalling protocol allows contact centres to achieve a stronger level of intimacy to customers by leveraging knowledge workers and domain experts. Customers who are immediately provided with informative and warm transfers do not have to start over from the beginning to explain their situation, because calls are linked with important information about the customer`s needs. Capturing this information provides valuable intelligence for companies to act upon to optimise their entire customer service value chain.
"We are seeing a need for proven, field-tested solutions in the most demanding and mission-critical environments, particularly in the financial services industry," explains Keith Bothma of GijimaAst. "The introduction of the industry`s first SIP-compliant recorder will enable Witness Systems to further reinforce the company`s commitment to offering customers an even greater degree of enterprise access and control."
The Witness Systems solution is a software-only recorder that can be deployed on an industry-standard PC server without the need for any proprietary hardware. As the servers become more powerful, the scalability of the recorder can continue to increase, while minimising the investment in specialised administration skills. By exploiting the XML browser interface on the IP telephone, the software provides unprecedented control for recording calls, the "tagging" of calls with additional contextual information, and distribution of calls to the correct parties via e-mail if required. This greatly increases the ease with which organisations can act on and exploit their external communications with customers, suppliers, partners and staff.
Further, the IP solution from Witness Systems can be configured to support the recording of calls on demand from the desktop, at the press of a button, or the recording of a selection of calls meeting pre-set parameters, or all calls.
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