Unified Search for Voice, Video, and IM Recording

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When it comes to archived recordings for voice, video, screen capture and IM interactions, organization is critical. A key component to utilizing a collaboration recording solution is the ability to quickly locate a specific recording. Having a searchable repository to house all recordings and call data is the only way to make this possible.

Specifically with IMs, the ability to search through transcripts provides an easy way to monitor compliance. Because it is unified, the search function works in a way that allows the user to retrieve interactions (voice, video, IM, and screen capture) based on specific customer information or date.

The entire IM conversation is present in the archive. It is stored as rich text/HTML format, which makes the conversation completely searchable. So when it comes to finding a specific portion on a conversation for a compliance request, the user can quickly retrieve the necessary IM interaction by simply searching for it.

And since the records are integrated into one repository, additional voice or video recordings will be available for further reference.

In the end, as a company develops and their archive of recordings grows, there will always be an organized, searchable way to easily access all interaction data.

How is your organization currently dealing with archiving IM interactions? Let us know!
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