IPcelerate Does IP Recording One Better

IPcelerate Inc. on Tuesday released IPstudio 2.0, the newest version of the IP recording solution for the IPsession VoIP platform. The upgrade now offers staples like audio monitoring, external storage and call filtering and a new capability billed as video blogging.

IPstudio 2.0 is fully integrated into the IPsession platform, requiring no additional configuration for the end-user.

IPstudio pulls voice conversation packets and associates them with extensions, said Kevin Brown, president and CEO of IPcelerate. Customers can decide which calls to record under preset rules (e.g. all calls, only internal calls, only external calls, during certain hours or from certain extensions) or on an individual basis. Because all calls are recorded first and then kept or discarded according to the rules, callers can even decide midway through a call that it needs to be recorded and have the complete playback on file.

Brown said many of the new features were added at the request of contact centers that began using the earlier version, which was introduced in January. Real-time monitoring, for example, was added to allow users to listen to calls via a Web-interface or IP phone and have an option to join the call if necessary. Brown said this is a common application call center supervisors use. Another common feature for call centers is the ability to store records to an external server. IPcelerate can provide the server or the customer can source its own.

Expanded call filters also enable contact centers and other users, such as emergency services, to associate multiple calls with one another. Brown said one city requested means to associate all calls related to a 911 request. If the receiving operator transfers the call and then makes subsequent calls to dispatch drivers all calls would be tagged manually, but linked together for reference in the case of an investigation, for example.

Brown said these features all are available in legacy TDM-based recording systems, to enable companies to move to an IP-based system without losing functionality.

Whats new, he added, is video blogging. Voice and video are becoming documents for archival, he said, explaining that the capability is more than just a novelty. Weve taken recording and blended it with blogging and blended it with alerting. He offered up the real-life example of his recent shareholder meeting wherein he recorded the proceedings, sent out a URL to participants not in attendance, allowed them to view the recording and comment via a blog function. Brown was alerted, via IPsession on his PC and cell phone to new comments and questions that needed to be answered. The running dialogue, then, is part of the company record. Recordings can be password protected for security.

More companies are looking to employ tools that people use in their personal lives, said Brown, noting that IPstudio leverages the capabilities of MySpace and YouTube that employees understand for corporate purposes.

Brown said the video blogging was going to be introduced separately, but when the company considered how its indirect sales partners would sell it, they realized that making it an extension of IPstudio clarified the value and made it an easy sell. The upgrade is free to existing users unless an external server is required for storage. Pricing is about $15,000 for a license for 10 to 15 simultaneous calls and up to $50,000 for 200 simultaneous events. Partners make margins of 38 percent to 40 percent, he added, noting this does not account for other professional services provided or other possible business models, such as providing a hosted service using the software.

IPcelerate Inc.

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