Numonix, a call recording and quality management software developer based in Boca Raton, Florida, releases a new version of its flagship RECITE recording solution. The latest RECITE version 3.0 introduces multi-media recording, specifically the monitoring and recording of chat, video and screen share within a Microsoft Skype for Business (Lync) environment. V3.0 also increases scale to 500,000 concurrent recording sessions (up from 1,000 sessions), enhances the call reporting capabilities and supports storage and archiving to the cloud, among other new features (more on what’s new below).
The benefits of voice call recording are well-known and highly important to many businesses; however, Numonix recognizes that it is no longer enough to record and store voice conversations only, particularly when it comes to contact centers and 911 emergency services. The rapid advance of mobile, social, video and other collaborative forms of communication demands a “next-generation” of recording technology. By recording voice calls only, a business will miss capturing and archiving important interactions via video or chat for example that may contain key business insights or required content in the case of legal compliance matters.
It’s not hard to find recent surveys and studies that confirm the trend toward non-voice interactions. Dimension Data’s 2015 Global Contact Center Benchmarking Report finds that digital forms of communication such as email, web chat, social media and self-service already account for more than 35% of all interactions and will likely surpass voice-based interactions within the next two years. No Jitter analysis discusses a growing breed of real-time team collaboration applications that combine and organize multiple technologies such as messaging, audio, video, multi-party meetings and content sharing into a single user interface. These new collaborative apps are gaining adoption in the enterprise/corporate space as a more effective way to communicate and manage projects, with the majority easily accessed as subscription-based cloud services.
With non-voice forms of communication becoming more mainstream, Numonix is timely and on-target with the new version of RECITE that captures and records content from multiple media types, including voice, but also video, chat and even screen-based communications such as application sharing and polling that often occurs during a conference. RECITE can be flexibly deployed on-site as software running on a Windows-based or virtualized server or accessed as a hosted/cloud service for a monthly subscription fee.
A Microsoft Partner
Numonix (a Microsoft partner) points to the growing adoption of Microsoft’s Skype for Business unified communications platform (formerly Lync), particularly by larger organizations. Statistics indicate that Skype for Business (Lync) is deployed in more than 90% of Fortune 500 companies, and Q2 2015 data from Infonetics shows Microsoft leading all vendors in the UC platform space. Skype for Business natively supports non-voice forms of communication, including presence, IM, Web and video conferencing, and as such has been a driving factor for Numonix’s development of a recording capability that captures voice, video and chat, but also application sharing, polling data and interactions during a Web-based meeting.
Numonix has steadily built-out the feature set for RECITE, adding support for centralized storage and more Lync user devices (including mobile devices) in 2013 and, in early 2015, announcing an integrated solution with the Sonus portfolio of Session Border Controllers (SBCs) that ensures regulatory compliance, validates transactions and protects sensitive data, while monitoring and recording customer interactions. The Sonus products, along with Plantronics (certified headsets and speakerphones), Nectar (monitoring and diagnostics) and Numonix RECITE interaction recording are part of a Better Together Alliance that ensures interoperability of these vendor’s products within Microsoft Skype for Business and Microsoft Lync Enterprise Voice deployments.
RECITE 3.0 in October 2015 is the latest advancement that introduces the monitoring and recording of multiple forms of communications within a Microsoft Skype for Business (Lync) environment along with significant voice recording enhancements. Multimedia monitoring and recording will be available for additional vendor’s UC solutions in 2016, and Numonix is currently working on future developments around the 911 emergency services space and social media interactions.
Many of the new RECITE 3.0 features introduce improvements related to voice recording such as custom reports, dashboards with real-time metrics and cloud storage. RECITE call recording software directly integrates with dozens of other leading telecommunications telephony systems, including Avaya, Cisco, Microsoft, Mitel, ShoreTel and Toshiba, to name only a few. The new multi-media monitoring and recording capabilities are specific to Microsoft Skype for Business (Lync). The distinctions are noted below.
New for Voice Recording
• Scale to 500,000 simultaneous call recording sessions (up from 1,000 sessions)
• Enhanced Call Reports (now 40+ reports, plus custom reports)
• Customizable dashboard tool with widgets and real-time metrics (for insights and performance)
• Custom user role builder (previously, roles were predefined)
• Enhanced audit trail and change tracking (for all user activity and all system changes)
• Active Directory synchronization for real time user provisioning
• Centralized management for multi-site and global organizations (single Web interface)
• Storage and archiving to a cloud service (currently Amazon or Microsoft Azure)
New for Microsoft Skype for Business Interaction Recording
• Recording of chat, video and screen share
• Live Monitoring of voice, screen, chat and video
• Playback of all modalities
RECITE 3.0 is available as of October 6, 2015 throughout the Americas and the APAC and EMEA regions from authorized Numonix dealers. Scalability from five to 500,000 concurrent recording sessions makes RECITE suitable for any size business, including very large organizations in any vertical market. Multi-media monitoring and recording is expected to be available for additional vendor’s UC solutions in 2016.