Calltech SA

Ron Romanchik
@AiLogixCallLog
Vice President, Call Recording Products
Audiocodes
Diego Fernando Nieto
@calltechsa
Sales and Marketing Director
Calltech S.A.
October 2.012
Síguenos en:
/calltechsa
@calltechsa
/calltechsa
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
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 2003.
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
En el 2011 – 2011 se ha logrado:
Aumentar en más de 1.500 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.
Ron Romanchik
@AiLogixCallLog
Vice President, Call Recording Products
Audiocodes
• 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, …
Lync
PSTN
Secured SIP Trunking
Legacy TDM PBX
IP-PBX
TDM
Trunks
SIP
Trunks
PBX
E1/T1/BRI/FXO
3rd party Analog &SIP
based Phone Support
SIP
IP Phones
Survivable Branch Appliance
Legacy Fax & other
Analog devices
Non certified IP PBX
TDM PSTN
SP PSTN
….
WAN
PSTN Networks
….
Survivability
AudioCodes
MobilityPLUS
SIP
SmartTAP
Recording solution
Centralized Network
Management
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
Others
Telecommunication
Education
Government
Entertainment
Health Care
Transportation
Financial
Energy
2011 Lync Voice Gateway Partner of the Year
Shipped over 200,000 call
recording blades over the
2011
past 10 years 3 Million ports
2004
shipped worldwide
2001
1998
First product line
“SmartWORKS”
specifically designed
for call recording
Started as Enabling
Technologies for Call
Recording industry
Dominant OEM
supplier of call
recording software
& hardware
First LYNC UC
qualified recording
solution certified by
Microsoft
SmartWORKS TDM Technology
LD Analog
SmartWORKS IP Technology
DP/DT/PCM E1
IPX Recording
NGX Digital Station
IPX-eX Recording
HPX/HPX Media
SmartWORKS Network Technology
SmartWORKS Software
Technology
SmartWORKS
Mediant 850
SmartWORKS PLUS
SmartWORKS
Lync Integration
Mediant 1000
Avaya Integration
*Cisco Integration
*Mitel Integration
*Future
• 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.
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!
• 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
Healthcare
Finance
Insurance
Energy
Government
• 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
Internal
Home
User
Mobile
PSTN
SmartWORKS PLUS
Recording
Functions
Remote
Branch
Federated
Record ANY combination of LYNC enabled devices including
Mobile Phones regardless of location or call scenario
Call Participants / Non Targeted Call
SW PLUS FE plug-in
Call Participants / Targeted Call
Redirects target calls via Edge
SW PLUS Plug-ins
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se
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Call Participants / Non Targeted Call
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Ga
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Record ANY LYNC enabled device
including Mobile Phones
regardless of location
Call Participants / Non Targeted Call
Call Participants / Targeted Call
Ga
SW PLUS Plug-ins
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Record ANY Home LYNC user
regardless of location
• 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
•
•
•
•
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?
•
•
•
Enable continued operation upon WAN failure
Maintain inter-extension dialing and secondary off-net calling
Maintains branch office recordings with SmartWORKS Mediant Buffering
CO
Hosted IP-PBX
Application Server
Primary
PSTN
Interface
WAN
Secondary
PSTN
Interface
Business
LAN
CO
SmartWORKS
Mediant with SAS
SmartWORKS
Mediant with SAS
CO
Secondary
PSTN
Interface
Business
LAN
•
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
Recording
SAS
The SmartWORKS 1000 is a Modular Tap Appliance, with a variety of
interfaces.
ESD
Electronic
Discharge
Port
100-240 ~1A Dual
AC Power Supply
Entry
Protective
earthing
(Grounding)
screw
iPMX Module
Rear panel of SmartWORKS
1000
Hard Disk Drive Module (HDMX)
HDD Activity LED
•
•
•
•
•
•
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
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
• Centralized Enterprise Recording
• Branch Office Recording with Survivability
• Cloud/Hosted Environments
• Small Recording Solutions
Shipped over 250,000 call recording
blades over the past 12 years
Over 3 Million ports shipped
worldwide
2001
2011
2004
Dominant OEM supplier
of call recording software
& hardware
First product line
“SmartWORKS” specifically
designed for call recording
1998
Started as Enabling
Technologies for Call
Recording industry
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!
•
Sistema de Grabación.
– Servidor de licencias distribuidas.
– Recuperación de etiquetas CTI mediante Dalí.
– Grabación de pantallas en SD/HD. Tasa 800 Kb/m.
– Compatiblidad Microsoft Lync Server en grabación activa y pasiva.
Q1/2013
– 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.
– Opciones de DVD/Bluray en servidores y SSD.
– Windows 8, Server 2012.
Q4/2012
•
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
Visite nuestra Pagina Web: www.calltechsa.com
Síganos en:
/calltechsa
@calltechsa
Todos los derechos Reservados Calltech S.A.® 2012
/calltechsa