how an open architecture and apis are modernizing call recording

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

How Open Architectures and APIs are Modernizing Call Recording Enterprise Communications Academy Webcast Series

Risa Eldridge, senior product manager Carl Blume, product marketing November 30, 2016


Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

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APIs: Keystone to Digital Transformation Projects

• Where are APIs used?

–Mobile experiences

–Web architectures

– Cloud applications

• Why are APIs used?

– Accelerate application development

– Enable reusable services

– Enable secure mashups

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57% Of enterprises using

APIs are tying back-end systems together*

85% Of enterprises using APIs are embedding

business logic*

*State of APIs, Apigee

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 5

Walled Garden of Incumbent Recording Solutions • No external access to recording files • Limited ability to use external analytics • Limited ability to integrate recording into business apps • High cost and complexity


Oracle Interactive Session Recorder Modernizes Recording

• Increases business agility

• Reduces cost Open

Architecture

• Dramatically simplifies network infrastructure

Trunk Recording Interface

• Simplifies compliance

• Enables easy access to recordings Granular Controls

• Reduces TCO

Modular

Scalability

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Oracle Open Architecture for Call Recording

IETF SIPREC

• Efficiently forks calls at ingress

Web Services

• Integrates with IVR, CTI, business automation and analytics apps

NFS and iSCSI

• Leverages low-cost enterprise NAS/SAN storage

Web Services

NAS/SAN

IETF SIPREC

NFS iSCSI

Apps

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IP Voice, Toll Free


Contact Center

IP Voice, Toll Free SIP Trunks

Line-side Recorder

Trunk-side Recorder

SIPREC

Trunk Interface

Line Interface

Line Vs. Trunk Connections for Recording Servers

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Trunk Side Recording Benefits

Simplifies recording rules

• 100% call coverage

Captures entire customer interaction

• Life of the call

Reduces cost

• Eliminates costly ACD license fees

Reduces network complexity

• Consolidate Ethernet connections

Improves recording quality and reliability

• Speaker separated ingress audio

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Rich Web Services APIs for Easy Application Integration

• REST interface – Enables business applications to initiate

and control recording sessions

• SOAP interface – Enables analytics applications to

access/analyze recording files

• VoiceXML interface – Enables IVR and speech recognition

applications to initiate and control recording sessions

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Applications can invoke recording functions and access files


Partner Partner Description Joint Solution

The leader in speech and customer engagement analytics

Contact center speech analytics

The leader in cloud-based communications archiving and analytics

Contact center speech analytics

A global leader in customer management

VoiceXML interoperability with Convergys cloud IVR service

The world's leading provider of insider threat management software

Screen recording solution

A global communication software and service provider

SIPREC interoperability and integrated Broadworks dashboard

Proven Integration with 3rd Party Applications

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Leverage best of breed solutions


• Leverage enterprise NAS and SAN networks

– Enables low-cost hierarchical storage management

– Enables HA/DR strategies

Application

NAS

Open Storage Interfaces

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SAN

ERP CRM

Eliminate costly dedicated recording arrays


Granular Controls Simplify Compliance Recording

Customer

Agent

IVR

Supervisor

Expert

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Capture only desired interactions

• Dynamically Start/Stop/Pause recordings

− Easily omit personal information for compliance (PCI DSS)

− Eliminate cumbersome redaction

• Control recordings through REST APIs − Automate capture of required

interactions through business processes


Customer Case Studies

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Fortune 500 Bank Saves $Millions in Compliance Costs • Challenges – Replace costly consumer payment confirmation statements

with spoken confirmation number backed by transaction recording

– Incumbent recording solutions proved too costly and complex to handle IVR recording.

– PCI standards required credit card information be omitted from the recording

• Oracle Solution – Use ISR’s VXML interface to record only the interactions of

interest and omit credit card information – Convergys integrated ISR with its cloud-based IVR in two

weeks – Custom metadata added to recordings for fast retrieval – Customer saves $Millions, annually

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Customer Overview • Fortune 500, U.S.-based

commercial and consumer bank • Over 15M customers • Operations in more than half of

U.S. • Over 50,000 employees


Major Insurance Company Records Customer Claims • Challenges – Legacy line-side recording solution discontinued by

vendor – Business process requires claims agent to record

portions of customer interactions for dispute resolution

– CIO requires flexible platform to support multiple applications and departments (sales, service, claims, etc.)

• Oracle Solution – Claims application serving 2,500 agents integrates

with ISR REST API for flexible start/stop/pause recording

– SOAP interface provides access to recording files – Multi tenant architecture enables each department

to integrate its own applications

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Customer Overview • U.S.-based auto insurance

company • More than 25,000 employees • Fortune-ranked


Telecommunications Company Offers Recording as a Service

• Challenges

–Offer a mobile network recording service to UK financial services firms subject to FSA regulation

– Enable secure customer access and management of recordings and download capability

• Oracle Solution – ISR records calls to the mobile phones in the

customer’s plan that are subject to regulation

– Recording files and metadata are transferred to to Cognia analytics platform for customer access and management

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Customer Overview • Multinational

telecommunications company • More than 100,000 employees • Operations in 26 countries


ISR Modernizes Call Recording

• Highly efficient and cost-effective SIPREC trunk interface

• Rapid integration with apps and IVRs Open web APIs

• Capture only interactions required for compliance Powerful recording

controls

• Efficient pooling and HA configurations Flexible NAS/SAN storage

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Next Steps Toward a Modern Call Recording Infrastructure

1. Identify a use case

New LoB requirement Start/stop controls

needed 3rd party analytics

required

2. Deploy ISR

infrastructure

Virtualized Linux application

SIPREC trunk connection

Enterprise storage connection

3. Integrate applications

REST development VoiceXML SOAP


Eliminating Compliance Recording Cost and Complexity with Oracle ISR (whitepaper)

Oracle Communications Fraud and Compliance Solution (solution brief)

Telelanguage Improves Operations with Oracle ISR, (video case study)

ISR Datasheet

Resources Enterprise Communications

Academy Webcast Series

Digitally Transforming Your Communications Infrastructure - Best Practices for Success

Accelerate Time to Market for Subscription Services with Cloud Billing

Are You Vulnerable to IP Telephony Fraud and Cyber Threats?

http://www.oracle.com/us/industries/communications/comm-isr-enterprise-wp-3115456.pdf

http://www.oracle.com/us/industries/communications/comm-isr-enterprise-wp-3115456.pdf

http://www.oracle.com/us/industries/communications/comm-fraud-compliance-sb-3159314.pdf

http://www.oracle.com/us/industries/communications/comm-fraud-compliance-sb-3159314.pdf

http://medianetwork.oracle.com/video/player/2572754746001




http://www.oracle.com/us/industries/communications/interactive-session-recorder-ds-1985038.pdf

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how an open architecture and apis are modernizing call recording

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