This breakthrough was made possible by Electrodata's advanced Direct Digital Connectivity (DDC) technology, which allows call data to be gathered from the signal going to each handset. This overcomes the requirement of a free CTI port in the switch and, in any event, at Provident the CTI port was already occupied by a predictive dialler, making the job even more difficult. A further big plus is that peak call loading of the switch does not result in missed calls to the recorder, as can easily happen with conventional CTI solutions.

Ian Grey, project leader at Provident said recently (sic).: “Various call recording systems were investigated, including rules based ones and ones integrated to the back-office application. We eventually decided that bulk recording of certain users on the extension side of our Inter-tel Axxess switch was the most appropriate solution for our requirements.

“We narrowed our selection to two possible solutions. One provider offered integration via the Axxess OAI (Open Access Interface) CTI port, while Electrodata offered a solution that used D channel handset monitoring in order to extract dialled digits, caller ID, and agent ID. “The Electrodata solution was chosen since its approach was self contained and did not rely on the availability of other Servers. Also Electrodata had a clear roadmap towards including Windows XP in future releases and its client software was elegant and provided better functionality for us as users.

 “Our Business teams at Provident are now starting to make use of the system for quality and evidential purposes and are delighted with the functionality and service levels offered. We believe we have a stable, reliable system that does what it says on the box in a unique and very effective way!"