Frost & Sullivan Names Numonix “Company to Watch” in 2016 Contact Center Systems Buyers Guide
Lauded RECITE Interaction Recording Solution
Boca Raton, Fla., Nov. 17, 2016 — Numonix, a leader in interaction recording and quality management solutions, is pleased to announce it has been named a “Company to Watch” in Frost & Sullivan’s recently released 2016 Contact Center Systems Buyers Guide. Numonix received accolades from Frost & Sullivan for its RECITE® Interaction Recording solution.
“Numonix’s RECITE interaction recording solution goes above and beyond in delivering exactly what a contact center needs to meet compliance and ensure security within virtually any platform integration, including Skype® for Business and Microsoft® Office 365,” said Nancy Jamison, Principal Analyst in Frost & Sullivan’s Digital Transformation group.
“One of RECITE’s key differentiators is that it can record all modalities, including voice, video, chat and desktop screens for all scenarios, including any user, in any department, without the need for him or her to be an agent in a contact center. This can help ensure compliance across an organization,” Jamison said.
Ms. Jamison also highlighted RECITE’s user-friendly interface for quick and easy agent training. She said, “RECITE’s built-in quality management module enables management staff to evaluate employee performance to ensure adherence to corporate procedures and to maximize staff productivity.”
In Frost & Sullivan’s Contact Center Systems Buyers Guide, Numonix’s RECITE interaction recording solution was noted for key features including:
⦁ Security options, including granular log-in profiles so everyone from agents to senior management has access, restricted to pre-established permissions;
⦁ Encryption capabilities that meet strict requirements for compliance and security, including 256-bit encryption, masking to support PCI 3.0 compliance and comprehensive audit trails;
⦁ Proactive site-monitoring tools through RECITE Advisor 24-Hour System Health Check solution;
⦁ Mobile Call Recording, enabling enterprises to ensure compliance to mobile phones with automatic recording of all incoming and outgoing calls;
⦁ Quick and easy agent and management training, including a built-in management module that includes a single-screen call details page, allowing supervisors to playback calls and view synchronized recorded screens and chat archives while performing the evaluation; and
⦁ Optional speech analytics.
“We are honored to be named Frost & Sullivan’s ‘Company to Watch’ in contact center systems. This designation validates our commitment to provide a robust interaction recording solution with multiple integrations that can future-proof our customers’ organizations. This is important to us as it is recognition from Frost & Sullivan, a leading growth consulting firm,” said Avi Margolin, CEO of Numonix.
Numonix’s certified RECITE interaction recording solution delivers comprehensive, compliant recording of all Skype for Business interactions on-premises, hybrid cloud and in Microsoft Office 365. Numonix also has achieved Microsoft Silver Communications Competency. Numonix is a Microsoft Independent Software Vendor (ISV). RECITE is available for virtually any integration, including Allworx, Avaya, Broadsoft, Cisco, Mitel, ShoreTel, SIPREC, Switchvox and Toshiba.
RECITE for Skype for Business features include:
⦁ Built-in Announcement Service. Compliant audio notifications inform parties on a call that they are being recorded. Now available in service provider edition.
⦁ Intelligent Scenario Routing. A single-environment solution intelligently and automatically selects the most appropriate model based on a particular call type and routes targeted calls through the most appropriate pathway, namely: edge, media relay and passive models.
⦁ Compliance With Skype for Business Contact Centers. Calls are captured directly on mediation servers rather than forcing an edge model methodology that is not fully compatible with Microsoft Unified Communications Managed API (UCMA). This also eliminates the need for a media relay in the call flow for contact centers.
⦁ Seamless Recording. All Office 365 interactions are recorded to the cloud, including voice, video, chat and desktop screen.
⦁ Regulatory Compliance. RECITE is a SOX, HIPAA, PCI, Dodd-Frank, and MIFID-2 compliant recording solution.
⦁ Secure Recordings. All recorded interactions are encrypted end-to-end from capture to storage.
⦁ Centralized Administration. Web-based access and administration provides easy and secure access to recordings.
⦁ Real-time Active Directory Monitoring. Administrators are enabled to provision and decommission users in real-time without having to manage multiple platforms.
⦁ Quality Management. RECITE includes built-in contact center features, including Live Monitoring, Agent Scoring and Reporting at no additional charge.
⦁ Flexibility. RECITE features RECAP (API) for system management, user provisioning and media control. RECITE also features advanced capabilities, including Duplicate Media Streaming for third-party integrations such as Analytics.
⦁ Proactive Monitoring. Proactive and continuous monitoring ensures uninterrupted service.
⦁ Comprehensive Activity Logs. User Activity Logs help organizations meet stringent internal and external compliance requirements and provide an audit trail to assist in both compliance and troubleshooting.
⦁ Compatibility With Leading Voice and UC Platforms. RECITE is compatible with leading voice and UC platforms, including Allworx, Avaya, Broadsoft, Cisco, Mitel, ShoreTel, Switchvox and Toshiba.
⦁ Compliance Muting. RECITE provides muting capabilities to prevent sensitive information from being played back or stored.