New release of call recording software now available

Nexidia has announced the latest version of Nexidia Capture, the next generation of its call recording product.

Capture now integrates into both traditional (TDM) and Voice over Internet Protocol (VoIP)-based networks and allows users to easily implement interaction analytics on a broad scale. For companies seeking to record agent desktop activity, screen capture is an optional feature, giving contact centre managers access to synchronised audio and screen recordings of interactions between agents and customers. Capture, when implemented with the agent evaluation forms and dashboard monitoring of Nexidia Interaction Analytics, provides a full-featured recording and quality management solution. When combined with Interaction Analytics, pricing for Capture starts at £42 per channel per year or, for perpetual licences, at £70 per channel.

Companies relying on legacy call-recording platforms often face challenges in obtaining their recordings in a time frame and manner most beneficial to their analytic needs. The ability to record 100% of calls with unfettered access to the recordings is central to a company’s ability to perform meaningful analysis, which is critical in managing agent performance. The challenge with traditional recording solutions is that they often only record a small portion of interactions, limiting the types of analysis that can be performed. Additionally, the recordings and associated data are often stored in formats that are artificially difficult to extract. This results in unnecessary costs and delays.

Nexidia Capture facilitates best of breed customer interaction analytics. Nexidia’s method of storing recordings with industry-standard encryption formats ensures not only reduced costs but, more importantly, open, but secure access to recordings. Capture records customer conversations in a VoIP environment without the need for specialised recording boards and servers, allowing customers to use their own standard hardware or virtual machines. For companies who have not yet migrated to IP telephony, Capture also records calls from many common phone switches by tapping phone trunk lines.

“We believe that analytics should drive audio recording, not the other way around,” said Jon Ezrine, Nexidia’s SVP and Chief Operating Officer. “Our clients now have an alternative when they find that working with their existing, outdated recorder is too difficult and too expensive.”

With Nexidia, companies can record 100% of their calls. And when Capture is combined with Nexidia Interaction Analytics, companies have a robust solution for both quality and performance management.