Product Overview of OrecX
OrecX offers a robust and versatile call recording solution, particularly tailored for contact centers and businesses utilizing VoIP telephony systems. Here’s a detailed look at what the product does and its key features.
What OrecX Does
OrecX provides an open-source call recording software known as Oreka GPL, which is designed to capture and retrieve voice calls efficiently. This software is particularly useful for organizations needing to record customer conversations to ensure high levels of customer service, minimize risk, and maintain regulatory and industry compliance.
Key Features and Functionality
Platform and Compatibility
- Oreka GPL is a cross-platform system that runs on both Linux and Windows operating systems, making it highly adaptable to various IT environments.
Recording Method
- The software leverages port mirroring capability of network switches to record VoIP calls unobtrusively. This method involves forwarding a copy of every network packet sent or received by IP phones to the OrecX server.
Integration
- OrecX integrates seamlessly with various phone systems, including the Asterisk Open-Source PBX Phone system used by VICIdial, a comprehensive inbound/outbound call center suite.
Recording Capabilities
- Supports both inbound and outbound call campaigns.
- Capable of tagging recordings with agent IDs, allowing for easy identification and management of call records.
Metadata and Search Functionality
- Recordings can be tagged with detailed metadata, including time or date of call, incoming phone number, outgoing phone number, and other customer-specific requirements.
- Clients can search, find, and categorize recordings based on this metadata through a web-based interface.
Distributed Recording
- The system allows for distributed recording on several recorders, all of which report to the same database and Web User Interface, ensuring centralized management of recordings.
Database Support
- Metadata from recordings can be stored in various mainstream databases such as MySQL, PostgreSQL, and MS-SQL.
Additional Features
- Besides audio recording, OrecX also supports agent screen recording, providing a comprehensive view of customer interactions.
- The software is modular, allowing for easy customization and innovation as the enterprise evolves.
Economic and Strategic Benefits
- As an open-source solution, OrecX offers significant economic benefits, including free licensing, low maintenance costs, and no vendor lock-ins. It also provides strategic advantages such as control for long-term planning, speed to market, and the ability to meet a broad set of use cases.
User Access and Transparency
- OrecX stands out for its openness and transparency, providing users with unbridled access to their recording data at any time without additional costs. This contrasts with many proprietary solutions that charge significant fees for accessing recording data.
In summary, OrecX’s Oreka GPL is a powerful, flexible, and cost-effective call recording solution that integrates well with existing phone systems, offers extensive metadata management, and provides unparalleled access to recording data, making it an ideal choice for contact centers and businesses.