Verba offers a complete Collaboration Recording solution for Cisco UC and Skype for Business. Only Verba provides collaboration compliance, quality management and speech analytics with integrated IM, voice, video call and desktop screen recording.
Our software is deployed at over 1000 customer sites in more than 50 countries.
Call recording for legal compliance
Call centers, trading floors and businesses that regularly communicate with customers, clients, and partners, must be aware of the risk associated with every interaction. Many businesses are legally required to monitor these interactions as a means of managing risk and liability. Businesses must adhere to standards set by private companies and self-regulatory groups that monitor the protection of personal data. Monitoring the high volume of interactions that take place on a daily basis is a challenge, especially for businesses that operate large or multi-site contact centers. In order to maintain compliance with the numerous legal and internal requirements, these businesses must implement total call recording solutions that can effectively capture, store, monitor, and find their most critical interactions.
Legal compliance for the finance sector
Legislation in many countries and states mandate call recording for banks, insurance companies, trading houses and other financial institutions. In the banking world our customers barely touch the recording system; it silently does its work and is used to settle special cases. Reliability of the solution is crucial to ensure all calls are available when needed. Our largest deployed banking system steadily records 20,000 calls per day, and provides online search capabilities for 5 years of historical call records and media.
Trading with confidence
Beside ensuring legal compliance, trading organizations also use our instant call replay and call marking capabilities to easily verify prices and volumes mentioned on the call, during their after call wrap-up. They benefit from convenient user interfaces. Traders in a trading house who use our solution in three trading rooms around the world use our user interface for call replay regularly during their work.
Financial regulations
Financial regulation laws in most markets require that over-the-phone finance related activities are documented by means of phone call recording.
The Verba Recording System Advantage
Companies can leverage Verba Recording System in key business applications such as legal compliance management, quality assurance, risk mitigation, verbal agreement archiving, best-practice training, centralized dictation, conference recording, dispute resolution, interview recording and threat handling.
Enhanced security
Multi-level access control enables companies to define who can access what, and what actions they can take with full audit trail and change log history
Recorded call protection and access control come standard
Separated administration and business rules
Single-sign-on support
Based on open industry standards including AES, HTTPS and SSL/TLS
Enterprise-IT-friendly capabilities
Optimized libraries powered by Intel offer unmatched performance
A software-based solution designed to support modern IT infrastructures and architectures that use common and standard hardware solutions and servervirtualization
Enterprise monitoring module sends configurable alerts through email and standard SNMP
Recorded data management provides a sophisticated storage policy framework that allows companies to define rules for data retention and control the recorded data lifecycle
Seamless integration with SAN-based storage solutions for online operation and archive
The Verba compliance recording solution
Verba Recording System provides a complete solution for legal compliance.
Silent and full-time recording of any selected phone lines without any user interaction
Complete, timestamped and digitally secured repository with call information and media
Fine-grained access control solution that can enforce any internal security policies
Efficient long term archiving solution with fast search capability
No-touch, automated data retention policies for archiving and disposal of recorded media
Comprehensive audit traces of all activities in the recording system from configuration to playback
Conference Call Recording
Conference call recording is a typical feature of phone conferencing services. However in certain cases those recording functions just do not cut it. In todays unified communications world, video based interactions are getting more and more widespread. Verba Technologies provides leading recording technologies for video and telepresence solutions. Organizations introducing video or telepresence based communication channels can leverage the benefits of a unified recording system.
Benefits and key differentiators
Verba Recording System provides several benefits over legacy/traditional video conference recording solutions. Verba introduces a completely new approach and allows organizations to introduce video call/conference recording in the very same way as with traditional voice recording.
Automatic and full recording - Legacy video conference recording systems are supporting ad-hoc recording where the users have to manually trigger the recording from the endpoint. The automatic recording functionality is missing from the legacy architectures in most cases. Verba video and telepresence recording features are entirely built on the top of the core voice call recording system, which was originally designed for automatic, full, always on recording scenarios.
Compliance recording - The strict and rigorous requirements of the compliance recording policies set by various governments, companies and other associations require special features from the recording system, which are not available in traditional video conference recorders, because they were not built for those purposes. Multi-level access control, encrypted storage, full audit trails, enhanced security features, multiple choice of recording mechanisms are all examples of the functions available in Verba Recording System.
Not just video or telepresence - Verba Recording System provides a completely unified approach for voice, video and telepresence. Companies now can deploy a single call recording solution independently the type of the media being recorded.
Vendor agnostic approach - Most of the traditional video conference recorders are only compatible with their own vendor endpoints. Verba supports multiple vendors including Cisco, Tandberg, Polycom, LifeSize and others.
New recording technology - Legacy video conference recorders can only record a call or conference if the recorder itself joins the call by consuming very expensive MCU and network bandwidth resources. By introducing passive recording technology to the video call and conference market, Verba Recording System provides a very effective recording approach. In addition to the powerful passive recording method, the system also provides the traditional conference based approach for more user conveniance.
Reliability and scalability - Verba is a proven solution in e.g. financial services organizations, where reliability and scalability are mandatory requirements. Verba also provides high availability, load balancing and multi-site capabilities to support large scale or mission critical environments.
No HW lock in - Most of the other solutions are appliance based systems without the options to upgrade or easily replace hardware components. Verba Recording System is designed to support todays IT infrastructures and architectures, which are utilizing common and standard HW solutions and virtualization. With Verba, you can choose your own server or blade platform based on your preferences and you are also allowed to deploy certain Verba components on VMware systems. No more hidden, proprietary HW costs and limitations.
A quick view of general specifications:
Single archive for all your teleconferences
Sometimes it is important not only to record conference calls, but also to archive and securely share them with an audience, internal or public, small or large. Having call recordings from different systems, emailed between participants is not the ideal solution for organizations that need better transparency.
Store audio conference recordings in-house
Business policies might require that sensitive information, like business conference calls is stored inside the organization and not outside. In such a situation using a professional call recorder can satisfy this security policy.
Also for video conferencing and telepresence
With the availability of video conference systems and telepresence rooms it is natural that critical business communications move into visual communications. When recording is important, Verba can help you stay compliant and communicate freely.
The Verba Solution for conference call recording
Using the Verba Recording System all your conference calls can be recorded in-house and stored centrally in one place for sharing to the organization. Multiple solutions are available from no-touch automated conference recording for conference rooms to more manual processes for ad hoc mobile phone conference situations where a recording line can be called before calling the conference number.
Cisco UC
The various recording engines of the Verba Recording System have a long standing history in the Cisco Unified Communications space. Our technology is on the market since 2002. Verba Technologies offers one of the most reliable and most versatile call recording solution for customers using Cisco Unified Communications solutions.
Cisco Compatible call recording - Verified by Cisco
Verba Recording System is a Cisco Compatible solution. It was verified by Cisco Systems through the very rigorous Interoperability and Verification Testing (IVT). The official Cisco Compatible status ensures that customers using the Verba Recording System are able to protect their investment and can leverage the full functionality of the Cisco Unified Communications Manager platform in conjuction with the recording system.
Central call recording method utilizing RTP forking in Cisco environment
This Verba recording method utilizes special features of the Cisco Unified Communication Manager introduced in version 6.0. It integrates call recording and silent monitoring features into CUCM. If an extension is configured for recording (the configuration is available in the CUCM), the CUCM instructs the phone to send the RTP streams related to a given call, directly to the recording server utilizing the built-in bridge of the phone. The recording system is connected to the CUCM via a SIP trunk to capture the signaling messages. Additional call detail information is obtained by using a JTAPI interface. With Verba you can also use this technology for silent monitoring, without call recording.
The Verba solution for Remote Expert
Connecting an expert through a video call provides outstanding customer experience from every contact point.
Bank customers can easily connect to an appropriate financial advisor via video
Medical professionals can attend to patients through high quality telepresence links
Legal depositions can be done in anywhere where video communication is available Your Verba Recording System can record experts in the branch can become a necessity for businesses to ensure compliance with both external and internal regulations and procedures. Non-compliance can cost millions of dollars in fines and litigation, damage business reputation, increase customer churn, and raise exposure to fraud.
Compliance with regulations requiring recording
Dispute resolution and legal defense
Verbal contract documentation
Accuracy verification
Employee compliance monitoring and verification
Unique, all-in-one solution for voice, video and telepresence recording
Advantages
In a multi-site network, branches where few calls have to be recorded, the deployment of a recorder does not require a dedicated recording server for each remote site.
Theoretically this recorder eliminates the complexity of the switching infrastructure compared to the passive recording method, because the RTP streams are sent directly to the recording server automatically.
Can be easily scaled by adding new recorders to the system if more capacity is required.
Does not require extra DSP resources from the network compared to the active (conference based) method.
Recording tone can be generated by the phone.
Encrypted calls can be recorded since CUCM 8.0
Considerations
Requires additional bandwidth on the network to the recording server(s).
Since the recording functionality is controlled by the CUCM, in case of a WAN link failure, the recording will not work at all in the branch offices (if the CUCM is in the central site).
Cisco SRST (Survivable Remote Site Telephony) does not support native recording.
Requires at least CUCM version 6.0.
Does not support all phone types (check the list above)
Requires extra capacity from the CUCM server(s) (each recording session adds 2 calls to the Busy Hour Call Completed (BHCC)).
Only voice calls are supported.
Instant Message Recording with Cisco Jabber
The Verba Recording System provides an integrated solution to record voice, video and instant messages on a single recording platform. Verba IM compliance can work for Cisco.
Verba IM technologies:
Cisco Jabber - in our Cisco solution, the Cisco Presence Server connects to the Verba Recording System, which plays the role of a Compliance Server in this scenario.
IM recording completes our collaboration recording portfolio.
Unified Voice and IM search experience
Our solution provides a unified search experience, where IM conversations are presented in the same view as your voice and video calls. This provides a great timeline view of complex conversations where the session starts with IM and is escalated into a call.
IM sessions are presented in the Verba Conversation Viewer, which shows the entire conversation. The solution stores the entire clear text / rich text or HTML formatted conversation for complete session recall.
The solution provides lightening fast full text search capabilities for instant messages, completely integrated with the traditional call search interface.
Complete IM compliance feature set
The Verba Recording System provides the following:
unified search - a single search experience for voice, video and IM conversations
full text search - search in for millions of messages
selective recording - you decide whose IM sessions should be recorded
ongoing conversations - a list of all ongoing chat conversations together with all other ongoing calls
IM monitoring - it is possible to view contents of ongoing IM sessions (silent monitoring for IM)
per user IM recording - recording of all chat conversations from the view point of all participants(including one-to-one and conference chats)
compliance message - a message can be inserted into the beginning of all chat flows (e.g. this conversation is recorded for compliance reasons)
mixed scenarios - support for all scenarios, when chat conversations are escalated into voice, screen capture and file transfers (although the transferred files themselves are not currently recorded)
resiliency - recording sessions seamlessly continue after network downtime
compliance stop - chat conversations can be prevented if recording is not operational
multiple recorders - multiple IM recorders can be connected to one Verba Media Repository
end-to-end encryption - sessions transferred between recorders and repository are encrypted
Skype for Business
With the Verba Recording System you can add enterprise-grade call recording capabilities to the Microsoft Lync 2010/2013 and Skype for Business platforms, that not only records voice, but also video, instant messaging. Our server-side recording technology does not require installing any software on your client PCs or devices.
Feature rich Skype for Business (Lync) call recording solution
The automated, always-on call recording mode does not require any user action to start call recording, which makes it a perfect Skype for Business (Lync) audio compliance solution. On-demand and always-on call recording for internal, inbound and outbound voice calls are supported on Microsoft Office Communicator Client, Skype for Business (Lync) Client, all Skype for Business (Lync) compatible phone devices. The recording technology is built on the award winning call recording framework.
Unique Skype for Business call recorder with enterprise features
The Verba Recording System is the first true enterprise-grade Skype for Business (Lync) call recording solution on the market. It encompasses an enterprise-grade, Skype for Business (Lync) call recording engine technologies with a complete call recording and quality management suite, featuring web-access, rich access control, auditing and automated media lifecycle management functions.
Network based call recording
Network based passive call recording for Skype for Business (Lync) - captures call media from network traffic without interfering with your call flow. No conference call is created and the original calls are not altered in any way. Verba offers multiple options for media capture including network port mirroring, Mediation Server based recording and Edge Server based recording.
Instant Message Recording
The Verba Recording System provides an integrated solution to record voice, video and instant messages on a single recording platform. Verba IM compliance can work for Lync.
Verba IM technologies:
Microsoft Lync - in case of Microsoft Lync, the Verba Lync filter used in our Lync voice and video recording solution, also records instant message signalling and stores it in the same database where other recorded sessions are stored.
IM recording completes our collaboration recording portfolio.
Unified Voice and IM search experience
Our solution provides a unified search experience, where IM conversations are presented in the same view as your voice and video calls. This provides a great timeline view of complex conversations where the session starts with IM and is escalated into a call.
IM sessions are presented in the Verba Conversation Viewer, which shows the entire conversation. The solution stores the entire clear text / rich text or HTML formatted conversation for complete session recall.
The solution provides lightening fast full text search capabilities for instant messages, completely integrated with the traditional call search interface.
Advance Recording
Verba service provider solutions are used by telecom service providers around the world to provide call recording services to their subscribers.
Mobile Recording
Unified communications services delivered from the network are gaining popularity in all telecom markets. According to our experience call recording functionality might be adopted by up to 15% of business subscribers depending on pricing. The end-users have access to an easy to use, self-explaining web-based user interface to play back calls.
Cost efficient multi-tenant solution
The Verba recording solution provides telecom service providers a cost effective deployment model called multi-tenant. With a multi-tenant system, the operator deploys only one recording system, but the user interface and the database backend is designed to completely separate customers hosted on the same server. Learn more about our multi-tenant call recording platform.
Features
Data separation and management by tenant
Activity logging provides visibility to both parties
User/tenant access control expiration
Easy provisioning assisted by mass import from external systems and consistency checks Intuitive web interface allows fast ramp-up and minimal training
Tenant movement within facility with or without extension mobility feature is easy)
Flexible user administration – grant access to tenant or retain privilege with granular access right control
Single VE for a tenant accross many physical locations (softswitch clusters)
Convenient multi-site management tools Reporting on tenant users, features, services, activities and call recording usage
Ability to migrate a tenant from one Verba Service Provider Edition platform to another
Proper management of inter-tenant calls within the same cluster
Benefits to Service Provider with Multi-tenant solution
Multi-site/branch call recording architecture
Financial services including banks, insurance companies, governmental organizations and several other business types are traditionally relying on large number of branch offices throughout their operational territory. These organizations must comply with various regulations set by the law or internal company standards to meet various goals like quality management or dispute resolution. The demand for recording voice interactions in the branches are getting higher and higher as the telecommunication infrastructure is evolving in the branch office. More and more customer interactions are landing at the branch office. In order to meet these requirements, Verba Technologies is offering a state-of-the-art multi-site/branch recording solution, which provides a very flexible and cost effective solution.
Benefits
Fully centralized solution with distributable system components.
Proven architecture with hundreds of reference sites all around the world.
The remote sites or branches are running a lightweight store and forward module called the Recording Server while at the main site, the Media Repository component is installed, which provides centralized storage, playback, administration and archiving.
Very low O&M costs due to the centralized management, storage, archiving and playback.
WAN failure resilient since the Recording Server components is able to work without the central Media Repository and can synchronize the recorded media when the WAN link is up again. Support for Cisco Survivable Remote Site Telephony (SRST).
Support for blade servers and VMware servers for even smaller footprint and lower total cost of ownership (TCO) and increased manageability.
Support for video and telepresence in addition to voice.
Extremely flexible and scalable solution to support even hundreds of Recording Servers in a single solution.
Secure communications and data transmission among the system components using industry standards like SSL and AES.
Note: not all types of branch infrastructures are requiring the deployment of recording servers in the branches. Verba Technologies offers various other centralized recording methods, where the recorded media is automatically sent/forked to the recording server at the main site. Verba Recording System even allows the deployment of a mixed solution, where the various recording methods and architectures are combined in order to support the most versatile requirements of the customers. Do not hesitate to contact us to start discussing the best option for your system.
Hybrid UC environments and smooth migrations
With the Verba Recording System you can record Microsoft Skype for Business (Lync), Cisco CUCM, Avaya, BroadSoft, and SIP standard platforms within the same call recording system and run smooth migrations in your UC environment without any disruptions in your recording solution. Contact center operators can use the Verba Performance and Quality Management module for agent evaluation and scoring. Organizations have the flexibility to deploy the solution on premise or as a cloud-based, software-as-a-service solution by using the Verba Recording System’s proven, service provider, multi-tenant capabilities.
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