Dictaphone to Provide Integration Tools for Voice Recording Enhancements in Contact Center Environments.Business Editors STRATFORD, Conn.--(BUSINESS WIRE)--June 14, 2002 Dictaphone's Freedom Connect(TM) product will provide advanced integration link through alliance with VorTecs Dictaphone Corporation today announced that the Communications Recording Systems (CRS CRS Course CRS Certified Residential Specialist (real estate certification) CRS Central Reservation System CRS Can't Remember Stuff (polite form) CRS Cost Reduction Strategy CRS Consumer Relations Specialist ) group has signed an agreement with its business partner, VorTecs, to provide an advanced integration solution for contact center recording environments. The solution, Dictaphone's Freedom Connect(TM) product, is the newest in a rapidly expanding family of applications available for Dictaphone's Freedom(R) digital recording system. The initial technology alliance with VorTecs, announced January 31, 2002, combined VorTecs' ability to capture call data items from an ACD/PBX with Dictaphone's voice recording technology, allowing accurate call retrieval based on "Agent ID," "DNIS (Dialed Number Identification Service) A service that enables a company to identify which telephone number was dialed. A PBX often receives calls on the same port that were dialed to different 800 or 900 numbers, and the DNIS data contains the dialed number so ," and others. VorTecs used Dictaphone's Freedom Software Development Kit (SDK (Software Developer's Kit) See developer's toolkit and Windows SDK. SDK - Software Developers Kit (or "Software Development Kit"). ), to expand its integration capabilities to include data capture from CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. systems, IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. systems, and agent desktop applications. The enhanced integration enables screen pop and agent-entered data--such as "Social Security Number," "Account Number," and others--to be attached to recordings, providing call retrieval that is fast, accurate, and exact. "Contact centers of all types have been reaping huge productivity gains by finding and retrieving voice recordings quickly and easily with their Freedom systems," said Berni Breen, senior vice president and general manager for Dictaphone's CRS group. "Freedom Connect now extends the powerful search capabilities of the Freedom recording system to include additional data fields that are specific to each call, reducing search time and enhancing productivity." "VorTecs is pleased to further our partnership with Dictaphone by offering enhanced CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. capabilities for the Freedom recording system. The ability to tag recordings TAG Recordings was a vanity label made by Atlantic Records in 1996 after losing their distribution deal with Matador Records to EMI. The label handled indie rock artists, such as Fountains of Wayne and Jawbox. with both IVR and agent desktop data makes a great recording solution even better," said Anthony Desjardin, president and chief operating officer Chief Operating Officer (COO) The officer of a firm responsible for day-to-day management, usually the president or an executive vice-president. of VorTecs. "The enhanced capability also enables Dictaphone and VorTecs to quickly create customized integration solutions, such as time-saving screen pops, for Freedom recording system customers." About Freedom Recording Systems Dictaphone's Freedom product is a network appliance (1) A specialized device for use on a network. For example, Web servers, cache servers and file servers can be implemented as general-purpose computers with the appropriate software or as network appliances, which are computers dedicated to a single function and cannot do anything recording system that gives public safety, financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , contact centers, and many other organizations the ability to easily access and store their voice information. The product also provides built-in protection against technological obsolescence ob·so·les·cent adj. 1. Being in the process of passing out of use or usefulness; becoming obsolete. 2. Biology Gradually disappearing; imperfectly or only slightly developed. . Using Dictaphone's Freedom recording system, anyone who records telephone conversations and radio transmissions can store the voice recordings on any network-attached storage See NAS. device, and can use a different storage device in the future without making their current recording system obsolete. Additionally, the Freedom recording system includes plug-in telecommunications interfaces and its operating system-independent architecture mean it can be easily adapted should a customer upgrade its phone system, operating system operating system (OS) Software that controls the operation of a computer, directs the input and output of data, keeps track of files, and controls the processing of computer programs. , or network. Dictaphone's Freedom recording system also provides more ways to access and share voice recordings than conventional recording systems. Its network-ready design and standard audio file format An audio file format is a container format for storing audio data on a computer system. The general approach towards storing digital audio is to sample the audio voltage (which on playback, would correspond to a certain position of the membrane in a speaker) of the make voice files accessible over any LAN/WAN LAN/WAN Local Area Network/Wide Area Network , Internet, or intranet system, using any multi-media PC. In addition, compressed .wav file The native digital audio format in Windows. Using the .WAV file extension, 8- or 16-bit samples can be taken at rates of 11,025 Hz, 22,050 Hz and 44,100 Hz. The highest quality (16-bit at 44,100 Hz) is the sampling rate of an audio CD and uses 88KB of storage per second. recordings can be delivered via e-mail, a faster and more cost-effective way to share information than traditional methods of copying and shipping tapes. Dictaphone's Freedom recording system has been a runaway success since its launch in the fall of 1999. Since the product's introduction, the company has sold over 8,000 Freedom recording systems, which are installed at some 4,000 individual customer locations around the world. For more information on Freedom recording systems, call 800-886-4908. About Dictaphone's Communications Recording Systems group A division of Dictaphone Corporation, the Communications Recording Systems (CRS) group is a leading provider of communications recording and quality monitoring systems for public safety, financial services, and contact centers, with over 18,000 installed customers worldwide. Dictaphone CRS group's principal product is the network appliance Freedom recording system. Dictaphone Corporation, with headquarters in Stratford, CT, has over a century of experience in voice technology. For more information on Dictaphone, visit http://www.dictaphone.com. About VorTecs VorTecs is the leading professional services consulting company dedicated to helping customer interaction and contact centers enhance their customers' experience while improving overall operating efficiency. The Company's engineering elite has been implementing CTI solutions since the 1980s. As a result, VorTecs' consulting engineers are among the top customer interaction professionals in the world. The Company offers an impressive skill set and extensive knowledge base of call center platforms and environments. VorTecs utilizes state-of-the-art technology to implement sophisticated cross platform integration of ACDs, CTI, IVRs, speech recognition software, the Internet, and CRM solutions. For more information, call (866) VorTecs (867-8327) or visit http://www.VorTecs.com. Safe Harbor Safe Harbor 1. A legal provision to reduce or eliminate liability as long as good faith is demonstrated. 2. A form of shark repellent implemented by a target company acquiring a business that is so poorly regulated that the target itself is less attractive. Statement This press release includes forward-looking statements within the meaning of Section 21(e) of the Securities Exchange Act of 1934. These statements are based on Dictaphone's current expectations and estimates as to prospective events and circumstances that may or may not be in Dictaphone's control and as to which there can be no firm assurances given. These forward-looking statements are subject to risks and uncertainties and there can be no assurance that any of these forward-looking statements may prove to be correct and actual results may differ materially. These risks and uncertainties include, but are not limited to, economic conditions in the U.S. and abroad, the ability to complete and deliver products and services within currently estimated time frames and budgets, the ability to effectively manage diverse and geographically dispersed operations, difficulties with integrating product plans, schedules and resources, potential that the information and estimates used to predict future performance were not accurate, market acceptance of Dictaphone's products, competitive products, pricing pressures, and other risks. Dictaphone disclaims any intent or obligation to update these forward-looking statements. Dictaphone(R), Freedom(R), Freedom Connect(TM), and Communication Recording Systems (CRS) are all trademarks or registered trademarks of Dictaphone Corporation. Other products or marks referenced herein may be trademarks of their respective owners. (c) 2002 Dictaphone Corporation, all rights reserved. |
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