Customer interaction solutions provide Nexidia has launched an updated version of its call recording product Nexidia Capture.
The new generation of the solution, which records and stores customer conversations, now integrates into both traditional and Voice over Internet Protocol (VoIP)-based networks, allowing organisations to use their own standard hardware or virtual machines.
For those companies that have not yet migrated to IP telephony, Capture also records calls from many common phone switches by tapping phone trunk lines.
Screen capture is an additional optional feature, providing audio and screen recordings of interactions between agents and customers.
“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 “Our clients now have an alternative when they find that working with their existing, outdated recorder is too difficult and too expensive.”
The solution can also be used alongside Nexidia’s Interaction Analytics solution, of which the company launched the revised version earlier this week.