How an Open Architecture and APIs are Modernizing Call Recording
- 2. 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
- 3. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 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. 3
- 4. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 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 4 57% Of enterprises using APIs are tying back-end systems together* 85% Of enterprises using APIs are embedding business logic* *State of APIs, Apigee
- 5. 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
- 6. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 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 TCOModular Scalability 6
- 7. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 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 7 IP Voice, Toll Free
- 8. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Contact Center IP Voice, Toll FreeSIP Trunks Line-side Recorder Trunk-side Recorder SIPREC Trunk Interface Line Interface Line Vs. Trunk Connections for Recording Servers 8
- 9. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 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 9
- 10. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 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 10 Applications can invoke recording functions and access files
- 11. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 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 11 Leverage best of breed solutions
- 12. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | • Leverage enterprise NAS and SAN networks – Enables low-cost hierarchical storage management – Enables HA/DR strategies Application NAS Open Storage Interfaces 12 SAN ERP CRM Eliminate costly dedicated recording arrays
- 13. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Granular Controls Simplify Compliance Recording Customer Agent IVR Supervisor Expert 13 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
- 14. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Customer Case Studies 14
- 15. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 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 15 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
- 16. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 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 16 Customer Overview • U.S.-based auto insurance company • More than 25,000 employees • Fortune-ranked
- 17. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 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 17 Customer Overview • Multinational telecommunications company • More than 100,000 employees • Operations in 26 countries
- 18. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | ISR Modernizes Call Recording • Highly efficient and cost-effectiveSIPREC trunk interface • Rapid integration with apps and IVRsOpen web APIs • Capture only interactions required for compliance Powerful recording controls • Efficient pooling and HA configurationsFlexible NAS/SAN storage 18
- 19. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 19 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
- 20. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 20 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?
- 21. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 21