Centralise contact centre call recordings with solution-agnostic Connect Call Vault.

The Connect Call Vault (CCV) is a new web-based application developed to give customers the ability to search, playback and download call recordings stored in a centralised repository from legacy or active on-premise and cloud-based contact centre platforms.

“As more legacy solutions reach end of life, contact centre cloud migration is accelerating,” explains Karl Reed, Head of Enablement Services at Connect SA.

However, many operators are running into unanticipated challenges when moving into the hosted environments, like where to store historical call recordings. Limitations around the interoperability and searchability of historical call recordings when stored across disparate locations have also emerged as major pain points among our clients.

In response, Connect developed a bespoke in-house solution that ingests call recordings from multiple platforms and consolidates them into a centralised repository, with the ability to accommodate recordings across various engagement solutions, including legacy on-premise and cloud-based contact centre solutions, PABX solutions, and Microsoft Teams and Active Directory.

“With an intuitive interface and advanced searchability capabilities across multiple criteria, including agent, date range, platform and interaction ID, we have effectively created Spotify for contact centre recordings,” explains Reed.

The Connect Call Vault (CCV) solution addresses multiple challenges that contact centre operators face, including stringent regulatory requirements around data storage and retrieval.

“Local operators are required to keep every call recording for up to 10 years. However, this often requires making costly storage arrangements with service providers when support contracts end. Moreover, certain recording platforms can only store calls for a year or two,” highlights Imraan Ismail, Head of Innovation at Connect SA.

With CCV, we empower customers with a solution that allows them to make a clean break from their old contact centre platforms, negating the requirement to pay for the infrastructure needed to maintain access to call recordings on these legacy systems.

Once consolidated on the CCV platform, customers enjoy playlist-like functionality, with the ability to quickly and easily search and access call recordings from various sources, which becomes an onerous and frustrating process when stored on separate platforms.

“Connect Call Vault is hosted in the Connect AWS environment, which offers an enhanced experience with secure, seamless access, the added benefits of industry-leading up-time and built-in redundancy for always-on availability,” adds Ismail.

“We can also remotely monitor the platform to see who is logging in and track performance metrics. This allows Connect to determine if we need to increase resourcing to support customer requirements.”

Fragmented streaming supports faster discovery, with click-and-play playback functionality without buffering, even on large call recording files, while concurrent streams offer better quality for users with poor internet connections.

Users can also queue recordings, change the order, and add customer data, custom data points or legal notes to streamline discovery.

Customers can download entire calls or call fragments to review offline or use for quality assurance or training purposes, continues Reed.

Additional features include 2-factor authentication (2FA), which is enabled for each user to ensure that comprised credentials cannot grant a fraudster access to the application and sensitive data. Users can also provide secure access to third parties.

“All actions are logged in an audit trail to keep track of actions performed by users,” affirms  Ismail.

Connect can also customise the functionality offered to customers when implementing the CCV solution, with the option to provide the storage and implement the application on top, or wrap the call playback solution around on-premise storage.

“Whatever the customer requires, we deliver a web-based application that includes a backend for the logic processing, a data layer to store metadata and configuration, and a simple and intuitive user interface for users to access the application, with added features like dark mode,” adds Ismail.

Pricing options differ based on specific client requirements and are quoted on following a full needs analysis.

“The Connect team has put a great deal of thought into the development of the CCV solution to ensure we address a real need within the industry and help customers realise the full value and functionality from their cloud transformation journeys,” concludes Reed.