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Eyretel Contact Store IP Meets Requirement for Mission Critical IP Telephony RecordingSoftware-only system's high resilience and full redundancy features lead market for interaction recordingLeatherhead UK - 19 December 2002 - Eyretel plc, a global provider of voice and data recording, quality monitoring and analysis systems for the optimisation of contact centres and other customer contact environments, today announced that its Contact Store IP software recording system had achieved the mission-critical resilience and redundancy required by banks, emergency services, contact centres and government offices around the world. With over 100 installations worldwide in IP Telephony environments in a wide variety of industries, Eyretel's Contact Store IP product is capable of delivering reliable recording, together with sophisticated quality and analysis applications for financial trading and contact centre environments. Eyretel worldwide base of IP Telephony recording clients includes Threadneedle Investments, Mizuho Securities USA, Lloyds of London, Sony Europe, Mitsubishi Power, Novartis and Hansabank. "We used to hear that IP Telephony did not have what it takes to support the mission critical needs of financial trading firms and enterprise contact centres," said Nathan George, director of Eyretel's IP Telephony business. "We're now seeing IP Telephony being deployed in many of these environments with our Contact Store IP software recorder delivering unparalleled resilience, platform flexibility and robustness to match the mission critical needs of these customers." Contact Store IP is a software-only recording system. This means that customers have the flexibility to use industry-standard high performance redundant servers, rather than the expensive and specialised recorder hardware that is typically required. Sandy Kapoor, CTO-Equities Division, Mizuho Securities, USA said, "A key concern in migrating to IP Telephony is the requirement that we record all telephone conversations on our trading desk - with 99.99% reliability. Eyretel's Contact Store IP software-only recorder provides us with a highly resilient IP Telephony recording mechanism, with the flexibility to use industry-standard, redundant server systems." There are two key design aspects that ensure Contact Store IP's high level of performance and resilience - its passive-tap capability and handset protocol decode. The product is designed to operate in a passive mode, 'sniffing' packets in the IP Telephony network and deciding itself which ones to keep. This means that there is no load on the customers' IP Telephony system, allowing it to dedicate all of its resources to high performance packet routing. The other design feature - 'handset protocol decoding' - is a key feature of Eyretel's architecture that eliminates reliance on computer telephony integration (CTI) links to the IP PBX. Because Contact Store IP obtains the call tagging data directly from the individual IP telephone channels, it means that performance of the IP PBX is not affected by having to provide a CTI output. Also, in the event of a link or CTI failure, Eyretel IP recording is unaffected, having the resilience to continue, tagging the calls with the data essential for proper use of the system. Finally, Eyretel's software-only IP Telephony recording system can operate with off-the-shelf redundant server systems, for those customers with exceptional availability requirements, providing fully redundant backup recording that continues operation uninterrupted in the event of any failure of the primary recorder. The Contact Store IP recording system can operate as part of a unified distributed network with both Eyretel's MediaStore® and next generation Contact Store™ recording systems for traditional telephony. This means that Eyretel's IP Telephony customers have full access to Eyretel's complete Contact 7000™ suite of customer contact monitoring, recording, quality and analytics applications to help optimise the operation of their contact centres and other environments. Editorial Contact: Mitra Faulkner Eyretel plc +44 0870 6000 626 mitra.faulkner@eyretel.com top of page |
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