What is it?
Wordwatch will help Verint customers to adopt Verint technology faster and easier, reducing operational risk and improving record keeping accuracy where there are legacy voice recording systems containing calls which must be kept for their required retention period (due to for e.g. regulatory compliance).
Wordwatch assists customers who are facing issues accessing, managing, and extracting legacy and live voice data from across the enterprise.
Wordwatch is a well-established solution used by many Top Tier banks and contact centre customers globally. Wordwatch will support Verint and their customers by giving them the ability to decommission legacy systems at pace, provide easy management of interaction recording data whilst removing the complexity, cost, and management overhead, widely recognized as one of the biggest challenges with Voice Recording across the industry.
Key Features
Wordwatch Call Recording Management helps organisations to streamline architecture, manage risk, and unlock incremental value from voice data.
- Centralised Interaction Data Management – Search, Replay and Manage interaction data from any recording system in a centralised repository, regardless of whether the systems are live or legacy (including new modalities such as Microsoft Teams) and store data where you want it (cloud, on-premise or hybrid).
- Extraction - Bulk extract your voice data at scale on a scheduled or ad hoc basis to chosen applications such as trade reconstruction, surveillance, transcription, analytics and reporting platforms.
- Open APIs - Integrate with other systems and gain access to all your voice data.
- Ingest Legacy Voice Data - Ingest calls from end-of-life systems to provide centralised access and replay controls, allowing you to completely decommission legacy platforms.
- Ingest Voice Data from the Cloud - Ingest calls from cloud solutions such as mobile call recording platforms or cloud-based turrets.
- Security - Ensure only approved users can access the system through username and password authentication as well as profile driven permissions.
- Audit Trail - Easy-to-read granular audit trail detailing all events and actions which are searchable and exportable.
- Compliance Hold - Apply a hold to an individual or groups of calls for retention periods and set holds for different users to maintain Ethical walls between groups if required.
- Insight Dashboard - Visualise data within a Business Intelligence dashboard.
Benefits of Wordwatch Call Recording Management
- Decommission disparate legacy call recording systems for multiple vendors.
- Ability to act as ‘Single pane of glass’ for all interaction data.
- Remove associated ongoing support and operational costs of legacy call recording systems.
- Reduce complexity in supporting multiple disparate retention policies, helping to streamline and simplify the existing operational model.
- Remove risks associated with managing and maintaining legacy environments.
- Deliver Storage Optimisation opportunities to aid cost efficiencies.
- Consolidate separate silos of voice data into one central interface offering data consistency, management control and auditability.
- Manage and control call retention policies, legal holds, and user system access.
- Ensure Data Integrity by allowing recordings to be kept in their original format – vital for compliance (this significant benefit overcomes objections related to transcoding voice and changing the original file).
- Lower Server Footprint – Reduce your server count with cloud deployment and removal of OS 2003/2008 etc servers.
- Flexible deployment options – On-prem, Cloud or Hybrid.
- Compliance teams have the ability to self-serve, allowing them to pinpoint specific files quickly and efficiently reducing the reliance on IT.
- Future proof investment with ability for Wordwatch to sit on top of any voice capture system providing the option to add future capture systems or applications to deliver voice data to.