Echo Features
Web Services
Service-Oriented Architecture (SOA)
Synchronized Voice and Screen Recording
Integrated Evaluations
and e-Training
Computer Telephony Integration (CTI) Enablement
Echo Advantages:
   • Intuitive Browser-based
   • Enhanced CRM Functionality
   • Custom Agent Evaluations
   • Flexible API/Web Services
   • Integrated e-Training

Echo Benefits:
   • Unlimited Scalability
   • Unparalleled Stability, Reliability
      and Recoverability
   • Advanced Training Metrics
   • Increased Customer Retention
Echo is available with a broad spectrum of Web Services to provide a truly Service-Oriented Architecture (SOA) allowing simple integration between Echoand any Web Services-enabled platform. This SOA sets us apart from our industry competition; Teleformix Technologies has used open architecture from inception making integration easy as new business applications evolve.

The Echo's Web Services use industry-standard XML data transfer and service definition protocols to allow simple integration between Echo and any Web Services-enabled platform. IBM's WebSphere Application Server provides the engine that drives communication between Echo Web Services and other applications.

Because the Echo platform is based on Service-Oriented Architecture (SOA), the Echo Web Services:

  • Sustain SOA’s promise of enterprise-enabling development across previously isolated company functions or services
  • Manage and exploit every conceivable call recording advantage – Customer Relations, Risks, Workforce, Quality and more
  • Enable SOA-capable applications to dynamically manipulate, mine and refine the mountains of valuable business and market information collected every day by Echo

Echo's Web Services include Integration, Management and Architecture Service Modules. Each module addresses a distinct set of needs and capabilities.

The Echo Integration Service Module (EISM) provides a Web Services interface for operations controlling recording functionality, including:

  • application-level management
  • control to initiate and terminate recordings
  • the ability to move files to a new location
  • management of application integrations

The Echo Management Service Module (EMSM) provides a Web Services interface for managing the system’s configuration objects, including:

  • provisioning and platform management
  • access to the entire platform without being restricted to the Web front end
  • the ability to perform all management, provisioning and administration functions as a service
  • facilitated alarm query, port management and platform status reporting

The Echo Architecture Service Module (EASM) provides a Web Services interface for detailed data analysis, reporting and integration, including:

  • a broad range of investigative operations
  • access to database reporting statistics and transaction details
  • real-time event service, which enables the development of rich CTI applications
  • the ability to connect recording and evaluation data for complex reporting, analysis and real-time solutions
  • implementation of a Web service client, allowing full CTI integration
  • Call Detail Record (CDR) event service

CDR – Call Data Recording Service – is included with EASM as a separate Web Service supporting switch event notifications.  This Web Service provides statistics, transactions and summaries based on these switch events.

There are two types of information that the CDR Service sends to the client application.  The first type consists of raw telephony events occurring at various stages of the call.  These events indicate when an agent logs in, transfers a call, puts a call on hold, etc.  Raw telephony events are relayed in real time.  The second type, Call Detail Records, are associated with the recorded file and inserted into the Echo database after the call ends.

The CDR Service listens to the same telephony switch that Echo is recording and relays the switch events to the client application.  These events can be used for a wide variety of applications, from simple reporting solutions to complex CTI configurations. For example, using Call Detail Records, the CDR Service allows QA personnel to search for and evaluate only calls where the customer was placed on hold.

Using Echo with Web Services permits vertical development and extended interconnection between call recording, CRM and workforce management applications and all other aspects of business processes.

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