A carrier-grade recording solution allows Service Providers to offer interaction recording as a service within their network. Service Provider’s typically implement interaction recording as a value-add service to complement their core SIP-trunk and IP Centrex products.
The hosted recording platform is a critical element of a Provider’s value-added voice services. It needs to be reliable, robust and scalable and if it is to meet compliance regulations it also needs to be tamper-proof because of the sensitive data that it may contain.
A hosted recording platform should include:
- Tight Security for Each Tenant
- Ease of Use of the Application
- High Resilience
- Horizontally Scalable
- Integrated Service Delivery
- Single Sign-On
Tight Security for Each Tenant
It must be impossible for anyone other than an authorized Tenant account holder to view CDR data and playback recordings that are associated with that Tenant account.
Ease of Use of the Application
Carriers are not usually in a position to offer training courses or professional services to customers purchasing their recording service as it is not a core competency. Therefore, it is important that the product be self-intuitive and should contain online training materials.
The recording platform must be able to support both local and geographical redundancy. This is true across all aspects of the recorder, from the signaling and media capture engine, through to the database, web servers and call store.
There are several facets to scalability. First, the signaling and media capture elements of the recorder. These subsystems must scale linearly and seamlessly to allow for expansion of the Carrier’s customer base. These subsystems should also be able to record from multiple sources, with the ability to transmit recordings and metadata to a single central system. For example, many carriers operate more than one voice platform. The recorder should be capable of recording all voice platforms, while presenting a single logical system to the end user. The user interface, typically delivered as a web service, must also scale linearly to absorb high volumes of transaction requests through the user portal. Finally, the call store must scale to cover the online storage requirements of the customer base and future expansion of the service. For this reason, call storage is usually network-based.
The system should be able to service multiple vertical markets, including finance, call center, quality assurance, and liability protection. In order to do this, the product must have a variable feature set, with the ability for the system to offer different feature sets depending on individual customer requirements. The system should also scale to meet the needs of different types of enterprise, from small businesses to large corporations.
The system must support white-label branding, which should be at a per-group level. This allows the Carrier to offer branded services to resellers on an individual basis.
Integrated Service Delivery
The system should offer seamless integration into the Carrier’s provisioning, billing and customer care systems, allowing the Carrier to automate the provisioning of the recording service, extract billing data from the system and integrate it into their support infrastructure.
Carriers are concerned about the number of different portals that they provide customers. The recording system should offer seamless integration into the online customer portal, including single sign-on.