Witness Systems has upgraded its enterprise-class IP recording application, adding increased support for high density gateways.
Designed solely to record IP telephony conversations, eQuality ContactStore was initially released two years ago.
The software scans the network for specific data packets, then records and archives them digitally; it also features keyword or key phrase recording, Dermot McCutcheon, Witness Systems managing director, said. The process works by recording conversations or audio from both IP addresses, which then automatically archives all conversations in a digital format.
"You can store it as any medium you like, back it up, convert it and play it as voice."
The package also features a process that allows IP recording to be activated when a call is routed through an IP telephone and diverted to a mobile phone used offsite.
"In terms of verbal contracts, a company rep can read the terms and conditions to customers over the phone, and record the customer agreeing to those terms and conditions; the conversation can be saved as a verbal contract." This doesn't apply to the financial world, however, which is required to provide written product disclosure statements.
"We see the potential for IP recording in market dealing rooms where traders and brokers are not allowed to make mobile phone calls while on the trading floor. IP recording could allow them to do so because all conversations could be monitored and recorded."
McCutcheon said the company has 900 installations globally - with New Zealand's Ministry of Social Development sporting the largest IP recording environment across 10,000 phones.