Unisys SA has announced the sale of Eyretel E1000 digital voice recorders to Medical Rescue International (MRI). The installation of the scalable units at MRI`s communication centre in Johannesburg is set to change the way the organisation manages large volumes of incoming and outgoing calls in emergency situations. The E1000 allows calls to be recorded on a hard disk and two separate Digital Audio Tapes (DAT) which have the capacity to hold 1650 hours of taped calls each. As a call comes through, or goes out of MRI, it is streamed to the hard disk and then down to the DAT`s simultaneously. The E1000 is connected to the trunk side of MRI`s telephone system, as opposed to the traditional extension connection. The product is also networked and works off a Windows 95 driven application. Liz Ferguson, national operations manager of MRI said, "We chose the E1000 because it is a feature rich product allowing us to easily search for recorded calls and information. The clarity of all recorded calls are of the highest standard as they are stored digitally, and not in the old analogue format. We can customise a search to retrieve calls made at certain times, on certain days and more. If a staff member in our office in Cape Town needs to listen to a particular call we can e-mail that call in a WAV file." For MRI, the installation of the E1000 brings numerous benefits to the organisation. Lifesaving information and instructions are often given over telephone lines and two-way radio. All this information needs to be accurately stored and easily retrievable, to enable them to verify dispensed information in case of any discrepancies. Qualified personnel in the field and controllers in the crisis centre can be monitored to measure the professionalism and quality of service. Some communication centres have regular callers and their calls can be marked for ease of identification. Digital voice recorders are playing an increasingly crucial role in the efficient functioning of all emergency and call centres. "Any organisation that gives out mission critical information to either emergency workers in the field or even members of the public, telephonically or over radio frequencies, needs a voice recording system that captures the details accurately and efficiently. Often the advice or information dispensed is queried and a good quality recording is needed to insure the organisation against a legal claim or a formal inquiry," explained Paul Wells, account manager, Unisys SA. The implementation of cutting edge technologies like the Eyretel E1000 is vital to the efficient functioning of emergency services. "In an organisation like ours, the implementation and maintenance of new systems and technologies is a primary concern. For our patients to receive emergency assistance, our personnel have to have a solid IT infrastructure available. The information that we dispense saves lives and our highly qualified staff need to know that the information they provide is recorded to safeguard themselves and their colleagues in the field," continued Ferguson. The E1000 provides quick and easy access to all calls. "MRI now have the ability to search for telephone calls, should they need to. A detailed index is created automatically whenever a call is recorded and MRI can use a number of different criteria - date, time, channel, length of call - to retrieve a call. The E1000 is sophisticated and flexible enough to replay old calls while recording new ones," concluded Wells. Unisys will be supplying a total solution, including installation, training and support for all Eyretel products. Eyretel`s core expertise is in the storage, capture and retrieval of voice information. Other areas of business that stand to benefit from digital voice recording are as diverse as the public sector, prisons, financial services, call centres and taxi companies. In these different organisations, the reliable storage and retrieval of voice information is crucial. Unisys will work together with its clients to design a customised solution in digital voice recording that matches the clients` business needs.
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