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Solutions

January 2007

RECORDING SOFTWARE

Witness Systems Inc., a Roswell, Ga.-based global provider of workforce optimization software and services, enhanced its Impact 360 IP Recording solution, featuring tripled channel capacity, unified recording management and a centralized administration tool. Designed for interactions in enterprise and contact center environments, Impact 360 now features TDM and IP recording under a single management tool. The software operates across IP, TDM and mixed telephony networks, designed to help customers ensure all their calls are recorded, whether for compliance and liability, sales verification or quality assurance purposes. Impact 360 IP Recording allows the recording of SIP-based calls. Also new to Impact 360 IP Recording is tripled channel capacity, which results in fewer servers. The solution introduces centralized administration capabilities, which provide access to all the vital Impact 360 IP Recording configuration settings, enabling customers to centrally manage all of their Impact 360 recorders regardless of location.

PORTABLE VOICE AND VIDEO PC

The CATCHER, from Leesburg, Va.-based Catcher Inc., captures information in the form of voice-video data within one portable personal computer. The power of its processor is designed to enable the user to run complex applications such as a real time translator, perimeter monitoring, facial recognition, fingerprint identification, breathalyzers and speech to text and much more. The CATCHER enables the transmission of voice, data, video and biometric information across wireless systems, while providing location and tracking solutions. This portable PC, built around an Intel Pentium processor, is designed to be lightweight, rugged and built to withstand adverse conditions. It includes two digital cameras, biometric sensors, wireless and wired communications, Bluetooth, a GPS receiver, full-motion video and video conferencing, and a 6.4 inch sunlight-readable display.

COMMUNICATION GUIDE

To improve communication between carriers and independent agencies on interface and workflow enhancements, ACORD-User Groups Information Exchange (AUGIE) created and issued "Productive Agency Visits by Insurance Carrier Marketing Reps: A Guide to Improved Communications on Workflow & Technology." The online guidebook is designed to help principals communicate to their staff about key workflow and technology issues and to improve communications between agencies and carrier field representatives, says Mike Bergstein, who headed the working group of volunteers who developed it. It includes comprehensive checklists for carriers and agents designed to help make meetings more valuable. It includes a form the agency can fax or e-mail to the carrier before the next visit to help the carrier prepare for the meeting and create an agenda.

VIRTUAL ASSISTANT

E.V.A., which stands for electronic virtual assistant, is a hybrid tool that combines people and technology. The system from Salt Lake City-based Virtual Management Inc. enables people to call in information rather than type it in. EVA uses a technology that captures information in a wave file (or over voice mail) and is sent to each account's individual personal assistant (the client is assigned an assistant, who will be the same for every communication). The assistant types in the information and does the work for the customer. For example, an insurance agent leaves a sales appointment, calls EVA's 800 number and says, "This is Jason and I need to send an e-mail to Shelly. Her e-mail is shelly@evergreen.com. Dear Shelly, thanks for meeting with me. I will have competitive quotes over to you by morning. Best, Jason. Please add Shelly to my contact list and send me a reminder to pull numbers for Evergreen."

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