October Ron Vice President, Call Recording Products Audiocodes

Transcripción

1 Ron Vice President, Call Recording Products Audiocodes Diego Fernando Sales and Marketing Director Calltech S.A. October 2.012

2 Síguenos en: /calltechsa

3 Calltech S.A. es una compañía latinoamericana con más de 15 años de experiencia y líder en innovación en soluciones en soluciones de telecomunicaciones para pequeñas, medianas y grandes empresas, Contact Centers y Telcos. Sistema de Tarificación de Llamadas Operadora Automática, Correo de Voz, Fax Server e IVR Grabador de Voz y Pantallas

4 Plataforma de Servicios de Valor Agregado y VideoIVR Grabación de Voz y Video con transcripción y conversión de voz a texto. Desarrollo de IVRs Avanzados Relación con Audiocodes desde el CTLog está construído únicamente con tecnología de grabación Audiocodes Calltech es el único desarrollador en Colombia y primero en Latinoamérica. Calltech retroalimenta continuamente experiencias a AudioCodes

5 En el se ha logrado: Aumentar en más de puertos instalados en Colombia. Consolidad CaaS como un negocio interesante para la compañía. Disminuir los costos de servidores, con mejores funcionalidades, garantía y soporte. Cumplir con normas Colombianas de grabación Ley 527/99, Circular 052 SFN, Resolución 100 SSP, Ley 1341/09 SIC y Resolución 3066 CRC. Homologar nuevos PBX análogos y digitales, grabación activa, pasiva, QA, Pantallas y Servidores CTI. Mejorar la experiencia de administración del usuario, soporte técnico y preventa.

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7 Ron Vice President, Call Recording Products Audiocodes

8 AudioCodes has the most comprehensive portfolio of products for large scale deployments covering IP Phones, Gateways, SBA, E-SBC, Mobility and Recording. Millions of VoIP ports deployed at Tier 1 Service Providers, Fortune companies worldwide, and OEM relationship with leading vendors All products from a single vendor, comprehensive support and value protection Long standing partnerships with Verizon, Avaya, AT&T, Bell, Microsoft, Survivability PSTN Networks Secured SIP Trunking Legacy TDM PBX Non certified IP PBX IP-PBX WAN SP PSTN TDM PSTN Lync TDM SIP E1/T1/BRI/FXO PSTN Trunks Trunks PBX SIP IP Phones Survivable Branch Appliance.. Legacy Fax & other Analog devices 3 rd party Analog &SIP based Phone Support AudioCodes MobilityPLUS SmartTAP Recording solution Centralized Network Management SIP

9 Offices Headquarters: Israel North America: NJ, SJ, TX, NC APAC: Singapore, Korea, China, India EMEA: UK, France, Germany, Russia LATAM: Miami, MX, BR, AR, CO

10 Telecommunication Others Education Government Entertainment Health Care Financial Transportation Energy 2011 Lync Voice Gateway Partner of the Year

11 Shipped over 200,000 call recording blades over the past 10 years 3 Million ports shipped worldwide Dominant OEM supplier of call recording software First product line & hardware SmartWORKS specifically designed for call recording First LYNC UC qualified recording solution certified by Microsoft Started as Enabling Technologies for Call Recording industry

12 SmartWORKS TDM Technology LD Analog DP/DT/PCM E1 NGX Digital Station SmartWORKS IP Technology IPX Recording IPX-eX Recording HPX/HPX Media SmartWORKS Network Technology SmartWORKS Mediant 850 SmartWORKS Mediant 1000 SmartWORKS Software Technology SmartWORKS PLUS Lync Integration Avaya Integration *Cisco Integration *Mitel Integration *Future

13 Term first introduced in a 1998 Harvard Business Review Article Successful businesses influence people through engaging, authentic experiences that render personal value When doing business with your company, Customers have some sort of experience, whether positive or negative A 2009 study of over 860 corporate executives revealed that companies have increased their investment in Customer Experience Management - Strativity Group, 2009 The goal of Customer Experience is to move customers from Satisfied to Loyal, then from Loyal to Advocate, thus increasing Brand Loyalty.

14 Positive Customer Experience = Customer Loyalty Is it easy to do business with your company? How would you rate communication between your company and customers? What are your customers saying about your company? What is the market saying about your company? What are your competitors saying about your company? All of this can be monitored, recorded and measured with Recording WFO Systems!

15 Companies are looking to expand monitoring beyond the traditional Customer Touch Points Shifting Analytics to Back Office departments including Human Resources, Billing, Sales, Operations and other non-traditional, service affecting touch points Expansion of Data Points beyond Voice Recordings to include Screen Capture, Text, Instant Messaging, Social Media, etc. Companies are monitoring and measuring these data points as part of creating a better Customer Experience All are available through WFO Product Suites As requirements expand, WFO Software costs are being driven downward Strong growth of smaller software vendors who can address the market without major investments by their customers Survivability Branch office survivability of service and recordings

16 Healthcare Finance Insurance Energy Government

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18 The explosion of Microsoft Lync in the Enterprise has had a ripple effect to Customer Experience Management Lync is driving new requirements for recording in many traditional markets, both from a technology and compliance perspective Compliance Recording Banking and Financial Trading Healthcare Utilities Government Technology Recording Screen Sharing Voice Calls Chat Sessions

19 Internal Home User PSTN Mobile SmartWORKS PLUS Recording Functions Branch Remote Federated Record ANY combination of LYNC enabled devices including Mobile Phones regardless of location or call scenario

20 Call Participants / Non Targeted Call Call Participants / Targeted Call SW PLUS FE plug-in Redirects target calls via Edge SW PLUS Plug-ins SW PLUS Edge plug-in Media Collector PSTN Gateway Edge / Proxy Me diation Front End AV Conf SW PLUS Server Chat File Server SQL Back End Lync User Edge- Int VLAN ( i n ternal interface) Proxy solution works for all call types

21 SW PLUS FE plug-in Redirects target calls via Edge Call Participants / Non Targeted Call Call Participants / Targeted Call SW PLUS Plug-ins SW PLUS Edge plug-in Media Collector PSTN Gateway Edge / Proxy Me diation Front End AV Conf SW PLUS Server Chat File Server SQL Back End Lync User Remote Federated NAT Edge-Ext VLAN ( e x ternal interface) Edge- Int VLAN ( i n ternal interface) Internet Proxy solution works for all call types

22 Call Participants / Non Targeted Call Call Participants / Targeted Call SW PLUS Plug-ins PSTN Gateway Me diation Front End AV Conf SW PLUS Server Chat File Server SQL Back End Edge / Proxy Lync User Internet Remote Federated NAT Edge-Ext VLAN ( e x ternal interface) Edge- Int VLAN ( i n ternal interface) Record ANY LYNC enabled device including Mobile Phones regardless of location

23 Call Participants / Non Targeted Call Call Participants / Targeted Call SW PLUS Plug-ins PSTN Gateway Me diation Front End AV Conf Chat SW PLUS Server File Server SQL Back End Edge / Proxy Lync User Remote Federated NAT Edge-Ext VLAN ( e x ternal interface) Edge- Int VLAN ( i n ternal interface) Internet Record ANY Home LYNC user regardless of location

24 Embedded Technology in CallTech Products Support for all Lync Scenario Recordings Clients Travelers or Home Users Mobile Users Certified by Microsoft Plug-in technology designated as a trusted Plug-in AudioCodes strong commitment to Microsoft Recording Technology Phones SBC, SBA and MGWs

25 VoIP expansion has brought new challenges for branch offices Centralized Telephone Service Centralize Recording The Problem: Most VoIP Telephone Systems utilize a central controller to provide telephone service to branch offices. What happens when communication between the controller and branch is eliminated? What happens to the branch office recordings? Does the recorder still work?

26 Enable continued operation upon WAN failure Maintain inter-extension dialing and secondary off-net calling Maintains branch office recordings with SmartWORKS Mediant Buffering Hosted IP-PBX Application Server Primary PSTN Interface CO CO SmartWORKS Mediant with SAS SmartWORKS Mediant with SAS CO Secondary PSTN Interface WAN Secondary PSTN Interface Business LAN Business LAN

27 Fully integrated Multi-Service Business Gateway Media Gateway, Recorder with Buffer, Standalone Survivable Software High Quality voice, including HD VoIP Service Providers demarcation point and enterprise branch office access SAS Recording

28 The SmartWORKS 1000 is a Modular Tap Appliance, with a variety of interfaces.

29 ESD Electronic Discharge Port ~1A Dual AC Power Supply Entry Rear panel of SmartWORKS 1000 Protective earthing (Grounding) screw ipmx Module Hard Disk Drive Module (HDMX) HDD Activity LED

30 Supports recording of SIP, T1/E1, Analog and BRI Continuous Recording when Branch connection is disabled Remotely configurable Low cost of ownership no PC/MSFT maintenance Supports Cloud based environment Supports other apps in addition to recording SIP Trunking MGW SBA

31 SmartWORKS Mediant 850 Single T1/E1/J1 interface Up to 2 BRI Lines Up to 6 Analog ports SIP Output Call Buffering SmartWORKS Mediant 1000 Any combination of modules up to 6 bays Supports a Max of 2 Spans T1/E1 12 Ports of Analog 10 Ports of BRI Call Buffering SmartWORKS Mediant 3000 Optical or Copper links Up to 1,008 channels in one unit 48 T1s or 31 E1s per unit High Availability

32 Centralized Enterprise Recording Branch Office Recording with Survivability Cloud/Hosted Environments Small Recording Solutions

33 Shipped over 250,000 call recording blades over the past 12 years Over 3 Million ports shipped worldwide Started as Enabling Technologies for Call Recording industry 2001 First product line SmartWORKS specifically designed for call recording Dominant OEM supplier of call recording software & hardware First LYNC UC qualified recording solution certified by Microsoft Survivable Recording Technology Microsoft Lync Technology Building Technology to meet the changing Market Climate A Standard in Recording for Over 12 Years!

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36 Sistema de Grabación. Servidor de licencias distribuidas. Recuperación de etiquetas CTI mediante Dalí. Grabación de pantallas en SD/HD. Tasa 800 Kb/m. Q1/2013 Compatiblidad Microsoft Lync Server en grabación activa y pasiva. Homologación NEC OAI y DR-Link Alcatel para Active Recording. Grabación de Radios estándar P.25 Infraestructura. Soporte a equipos Audiocodes Mediant para grabación Análoga, E1s y SIP. Virtualización de CTLog. Instalación en VMWare, HyperV, VirtualBox. Nueva gama de equipos de torre y Rack, HP Gen 8 y CTLog Appliance Configuraciones más eficientes de almacenamiento en RAID 5. Q4/2012 Opciones de DVD/Bluray en servidores y SSD. Windows 8, Server 2012.

37 Interfaz Web Transcripción automática con Vocapia Research como SaaS con confiabilidad 85%. Búsqueda fonética con Nexidia Audiofinder y Dialog Web Search como SaaS. CTLog SDK gratuito en incluído en todas la versiones CTLog. Configuración más sencilla con carga másiva. Configuración de CTI Multiservidor. Seguridad. Soporte HTTPS desde la instalación. PCI Compliance DSS para datos sensibles con Vocapia. Preventa, postventa y soporte Lista de precios estándar de CTLog y arrendamientos. Descuentos adicionales por combo (Dalí+CTLog) Checklist de instalación prediligenciados. Q4/2012

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