This is the third in a multi-part blog series, explaining some of the many features and functions found in the newly released PowerMedia XMS 3.3 software.
If there is any question to the value of recording video, take note of any one of the viral videos of airline customer service “interactions” posted on YouTube.
The emergence of inexpensive storage completely changed customer service interaction and identity verification. Voice-only contact centers almost universally record all customer interactions – thus the pre-call warning that “this call may be recorded for quality and training purposes.” You should expect the same will be true with video customer care interactions. Recording helps resolve potential conflicts of “he said – she said” disputes with financial transactions. Contact centers, banking, legal, and other industries require by policy or regulation that all customer interactions are archived, requiring the capability to record video interactions.
However, recording video is significantly more resource intensive than a voice-only recorder. A VP8 video session at 720P @ 30fps results in a 1.2 Mbps stream. A two-way video stream is double this rate. A voice-only recording of a two-party interaction results in a 8 Kbps stream (1/150th of the video bandwidth required).
To address these needs, XMS 3.3 includes a new suite of performance-specific optimizations that increase the number of supported recording sessions to hundreds per server*. By using native record functionality (no transcoding) and WebM containers, many more video streams can be captured and stored.
A typical use case would be a video financial services agent application with a customer on their mobile or tablet, while the agent is using a browser-based application on a PC, both ends supporting VP8 or VP9 video codec. Because the conversation requires authentication and potentially instructions for a transfer of funds, regulations or policy would dictate that the conversation must be recorded. To facilitate the recording, the application would route the media streams between the agent and the customer through a PowerMedia XMS media server. Once the media streams are established, the XMS server would perform the recording, sending a recording of one or both sides of the conversation to a Network Attached Storage (NAS) cluster. The result would be a collection of WebM-formatted files, available for playback and management by the contact center archival/library function.
Interested in giving it a try? You can download a FREE trial copy of the software at the PowerMedia XMS Product Landing Page.
* Actual performance limitations depend on the processor performance and external factors – consult with your Dialogic account manager for a detailed analysis of your situation.