The capture of information has evolved beyond the traditional and perceived. Today's information transcends binary data generation to include alternate methods such as voice and computer screen capture.
While voice and screen recording are by no means new technologies, they are evolving at a rapid pace to keep trend with increasing regulatory requirements, thus adding more levels of sophistication.
The transport industry, for example, is among others governed by the South African National Standard: Railway Safety Management (SANS 3000-1) which places emphases on the collection, indexing, filing and storage of safety records and reports, including documentation on occurrences and activities.
This brings us to a conundrum of sorts: how do sectors such as the transport industry manage this enormous amount of information, deriving the absolute essence from it to ensure that it becomes an effective business tool and more importantly, enables us to meet the various regulatory requirements that govern our respective industries?
To comprehend the above challenge it is important to take a step back; dissecting voice and screen recordings to understand just how effectively they can be used when managed optimally.
Says Kgabo Badimo, MD of Spescom DataVoice: "Voice recording today spans a number of platforms, and includes solutions for both fixed and mobile lines which essentially incorporates and integrates voice and screen in a multi-channel recording solution.
"In the case of computer telephony integration, these voice solutions have been developed to integrate with various telephony environments from multiple vendors, providing additional recording management functionality, enhanced call annotation and improved incident analysis."
Storage also forms a critical part of any voice recording solution and is usually backed up and stored on a myriad of sophisticated and entrenched storage platforms such as SAN (storage area network), NAS (network-attached storage) and DAS (direct-attached storage).
Screen recording adds another level of information availability to the transaction management environment. "Screen recording is particularly important when the screen interaction during a specific conversation needs to be captured to ensure all information was processed correctly.
Explains Johan du Toit, product manager at Spescom DataVoice: "Without screen recording, it is usually difficult or impossible to determine whether data inconsistency resulted from the operator, software or process errors. For example, while a conversation might indicate that an agent captured information correctly, the screen might show the contrary. It is therefore, an important tool in ensuring that service delivery, particularly in mission-critical circumstances, is delivered optimally."
In another equally critical scenario, a small plane almost collides with a passenger jet. The owner claims the pilot followed the instructions; the radar screen recording, however, paints an entirely different picture showing that the pilot did not follow instructions to change altitude. As a result the pilot is fined and his license is suspended.
The now famous prediction by intellectual capital pioneer Professor Nick Bontis which proclaims that by 2010 the cumulative codified knowledge-base of the world will double every 11 hours, seems to hold true when one considers voice and screen recordings.
So how does the transport industry make sense of all this information and importantly ensure it adds value to the business? Moreover, how does it optimise system availability, processes and personal usage to in turn improve overall productivity?
A distributed solution framework is the answer – a system that offers a unified view of all data through a simple and easy-to-use interface regardless of the actual location of the data.
"A distributed solution framework will provide the user with immediate access to voice and screen recording regardless of their actual location. This is particularly valuable when a query is received and an organisation has to find the information immediately. With the use of a control tool, one can search for a specific occurrence – it will lock-in on the event in question and provide the information immediately. This functionality is further strengthened by an accurate and intuitive search feature," explains Francois Visagie, product manager at Spescom DataVoice.
"For example, when investigating a rail transport incident it will be close to impossible to locate amongst millions the relevant voice recordings and correctly synchronise them with playback of signaling instructions. On the other hand, if the signaling and recording systems are integrated and a specific event is selected for investigation, the signaling system immediately loads the required recordings and correctly sequences them."
Additionally, a distributed solution framework enables users to manage their agents on a cohesive, central and simplified manner regardless of their geographic location. Additionally it provides access to speech analytic results via the web.
Most importantly, it enables the transport industry and the like to derive the absolute essence from a massive amount of screen and voice recordings. It is a unified and simplified view of data backed by tight security controls and the necessary storage and backup safeguards.