Automated Call Record Processing Software for a Contact Management Provider Working with 15K Agents Worldwide

Summary

A cloud contact management provider needed a way to find, extract, and play back phone call recordings held in a separate database, and to fold that capability into one of its larger systems. INNERLUXES built software that extracts specific records, converts them from WAV into widely used formats, plays them back in a web browser, and adds multi-field search and call-analytics charts — speeding up retrieval and giving the Client new insight into call quality.

About the Client

The Client is a cloud contact management provider whose solutions deliver enterprise-grade telephony, email, SMS, web chat, and social media enquiries to more than 15,000 simultaneous agents worldwide, making it one of the largest providers of its kind.

Call Recordings Locked in a Separate Database Were Hard to Retrieve and Play

The Client needed to find, extract, and play back phone call recordings that were stored in a separate database. The capability also had to integrate with one of the Client's larger systems to enrich its functionality rather than stand alone. The Client engaged INNERLUXES, a telecom software company with a proven track record of experience delivering custom solutions, to address the challenge.

Software to Extract, Convert, Search, and Play Back Call Records in the Browser

INNERLUXES built a solution that extracts particular records from the database and converts them from WAV into the more commonly used WMA, MP3, and OGG formats, so recordings can be played and shared conveniently. Because the number of recorded calls grows constantly, the team added search so that records can be filtered by multiple fields, which significantly simplifies retrieval. The delivered software provides:

• Record extraction and playback directly in a web browser, with no separate player required.
• Format conversion from WAV to WMA, MP3, and OGG for more convenient use.
• Multi-field search that filters the growing volume of records and speeds up retrieval enormously.
• A charting tool for analysis, visualizing call duration, latency, and switching between operators as many times as needed.

Faster Record Retrieval and Visual Call Analytics

• The Client received a fully functional solution that extracts records and plays them back in a web browser, and converts them to WMA, MP3, and OGG for everyday use.
• The charting tool lets the team visualize call duration, latency, and operator switching for analysis.
• The easy-to-use search dramatically speeds up finding the right record.
• The Client remained completely satisfied with the quality of the project.

Technologies and Tools

ASP.NET MVC 3.0, .NET 4, HTML5 (Audio, Canvas), CSS, jQuery, MS SQL 2008 R2, ADO.NET, JavaScript.