Multisuns Corp. - DCRS
Professional Digital Communication Recording SystemWhy Use a Voice Recorder?
There are numerous situations in which an industry or company may need to use a voice recorder. Some situations are regulated and mandatory while others may simply be to capture important information. Mandatory or regulated voice recording can be found in many industries, such as: (1) Financial institutions such as banks and stock exchanges that need to record transactions placed by their clients to avoid mistakes and liabilities; (2) emergency hotlines track important caller information such as time and location; (3) airports, harbors, and railways must log traffic control data; and (4) general corporations may need to monitor recordings for security considerations. There are numerous other situations in which call recording is not mandatory but is extremely useful, such as: (1) monitoring phone system operation and system resources; (2) evaluating and improving employee performances; (3) recalling important discussions; and (4) to improve customer satisfaction. In general, a DCRS digital voice recording system is so affordable to corporations and businesses that the benefit to record easily outweighs the cost of investment.
Comparing the DCRS to a Bundled Card & Software Solution
Comparing the Multisuns DCRS to a bundled card and software solution is like comparing succulent apple to a non-sweet orange. The DCRS is professional recording solution that can meet the simplest requirements while providing the ability to meet demanding users. We will look at a card & software solution first and then expand on the advantages of the DCRS system.
The card and software solution is typically found in a general purpose PC. An integrator will purchase a PC and insert telephony cards to build the recording system. The user is often on their own when a problem arises or if they would like to expand the system. The PC based system is inflexible and provides little in the way of technical support. It also lacks quality assurance that mission critical systems require. Without thorough verification and testing, the system has no guarantee and could fail at unexpected moments. The value of the lost recording data is irreplaceable.
Multisuns considers the DCRS as a turnkey system and the entire system is designed for reliability and stability. The DCRS is a professionally designed and manufactured system that ensures that the software and hardware work together for the purpose of voice recording. Built on an Industrial PC with mirrored hard drives, the DCRS is designed to work under tough conditions 24 hours a day, 7 days a week. This is particularly important for mission critical situations where every call is important. Imagine agents undertaking important multi-million dollar transactions orders over the telephone. It is crucial for them to be able to verify the details of the transaction, as well as having the order recorded as proof-in-case of future customer disputes. A professional system like the DCRS assures proper functionality and reliably at all times.
Another specialty of Multisuns is the ability to provide an OAPI (Open Application Programming Interface) and SMDR (Station Message Detail Recording) integration for the DCRS. Tight integration with a PBX would prove near impossible for card and software solutions. However, with the DCRS OAPI and SMDR integration is available. The recording system can fully integrate with the user's existing systems. A separate external system or application can trigger the start and stop of recording, and additional relevant information could be attached to each recording file to facilitate file search for later recalling. For example, a call center's CRM system may be implemented in such a way that before an agent answers the call, the caller is required to input their customer ID through the touch-tone keys on the phone set. The customer ID is automatically searched in the CRM database and all the related customer information is displayed on the agent's computer when they answer the phone. Important customer information can be attached to the call, such as their ID and name. Later the supervisor could use this information to search a particular call recording. This increases the practicability of the recordings as compared to just searching on the date, time, and caller ID.
Furthermore, the DCRS is scalable to thousands of channels and can support multi-site installation with centralized database management. This is predominantly beneficial to large corporations with multiple sub-branches spreading all over the country or even across continents. As long as these branches are connected by LAN or WAN the network of DCRS recorders can function as one unified system. Authorized personnel at the central office can easily search, retrieve, and playback the recordings at any branch as if they were recorded locally. With an optional web server module installed, access to the system can also be done via the Internet. A practical example of such large-scale project with the DCRS was done in Japan that covered more than 6,000 channels over 400 cities.
Besides all the above mentioned features and benefits Multisuns' 21 years of experience and strong history is what separates the DCRS from the card and software solution. With years of know-how accumulated from installation, integration, and technical support for various customers the DCRS support team can ensure the success in system implementation and can solve issues quickly and effectively. Multisuns deployment of the DCRS to customers worldwide over many years has been a testament to the quality and professionalism of the DCRS recording system.
Voice Recording Market Overview & Multisuns
If we look at the voice recording market from a hierarchical point of view, the major providers would fall in following groups. (1) Quality management systems would be at the very top of the triangle. This group provides voice recording as part of their quality management system. They are also the most expensive providers and typically work with very large corporations that need very specific integration. (2) On the lowest level you have low priced systems that are searching for large volume sales. This is a solution for companies looking for the most basic recording requirements. (3) On the other hand, Multisuns sits between these two groups focusing on multi-use systems. Multisuns DCRS systems provide recording for those that need basic functions while providing the upgradeability to professional voice recording functionalities such as: OAPI integration, SMDR integration, large-scale multi-site installation, and centralized database management. With flexibility in the product line and a reasonable pricing structure, Multisuns is a winning choice for your voice recording.
