To kick off the year, on January 18, 2017, we launched our next significant feature update, Verba 8.9.
As usual, you will find over a hundred features, improvements, and fixes in the release. The main focus of this release is Cisco. We are adding new capabilities catering to the Cisco UC user community.
Keep reading, we are not forgetting the Skype for Business crowd either.
Here are the main new features of Verba 8.9.
Cisco UCCE integration
Verba is now able to access to Cisco UCCE (Unified Contact Center Enterprise) agent information and call metadata (IVR, queue information, etc). With this, you are now able to identify the agent on each call, run QA and evaluations of contact center agents based on advanced insights into actual customer interaction (e.g.: dialed number, queue data, IVR input from the customer, etc).
PCI DSS mute button on Cisco phones
Most of our customers in the credit card and online retail industry remove credit card information from their recordings. Until now, Verba users had the option to mute conversations manually or automatically using our Windows desktop based tool. From now on you can mute recording directly from your Cisco phones.
Cisco CDR Reconciliation
Until now, this feature was only available for Lync/SfB Verba users. From now, Cisco users will also be able to sleep well knowing that all recordable conversations have been recorded and be notified if conversations have been lost. It compares the original CDRs in CUCM to the Verba recording database. With this addition, Cisco administrators can save big on human resources by substituting manual checking processes for automated ones.
For more information, please refer to https://kb.verba.com/display/docs/CDR+reconciliation.
Cisco Proxy based recording
This unique technology for Cisco fills a large gap in current recording technologies. In combination with other methods, now all Cisco call scenarios can be recorded, which is essential for regulatory compliance requirements. Here are the main benefits:
- Video recording and setup becomes simple, easier to avoid network misconfigurations, eliminates the chance of data loss
- Extends encrypted voice and video call recording to all call scenarios, allows conformance with data security standards/requirements
- Provides recording announcement for incoming PSTN calls, which is a frequent business requirement in the finserv industry
- Allows dual-stream recording on Cisco (industry first), that corresponds with compliance requirements for redundancy
- Block calls if recording infrastructure is not being available, therefore it reduces the chances of losing calls and causing legal consequences
Chaperones for Ethical Wall
Chaperones can participate in conversations and allow conversations to happen that would otherwise have been blocked. This allows sensitive discussions to happen with human moderation. This enables communication between regulated users/groups without breaking compliance guidelines or between groups with conflicts of interest.
This capability is available for both Cisco and Skype for Business. For more information, please refer to https://kb.verba.com/display/docs/Communication+Policies.
Skype for Business (formerly Lync) P2P file transfer
Here is another unique feature to Verba. With peer-to-peer file transfer recording, we record the transferred file, not just the fact of the file being transferred, and make it accessible from the Web interface. This applies to P2P file transfers only, recording of File Sharing has been part of Verba’s features for a while now. With this, you can now record all communication modes for Lync/SfB with a single solution.
For a list of improvements and fixes, please review the 8.9 release notes.