--
Jasco announces new features to DataVoice Libra Recorder --
Wed, 07 Oct 2015 12:47
--
Jasco s latest update to the DataVoice Libra Recorder, Libra V9.0., offers a number of new features and functionality enhancements to the enterprise-class voice recording, storage and retrieval solution. One of these is the Genesys eServices Recording module which allows for the recording of all non-voice interaction channels within a Genesys contact centre environment such as email, web chat and social media interactions. Jasco provides smart technologies solutions across multiple disciplines including telecommunications and information technology.
The new module is tightly integrated with both the Genesys contact centre platform and the Libra recorder. It was developed in response to market demand and prevailing trends, dramatically extending the DataVoice offering for Genesys contact centres and addressing the growing requirements of the multi-channel contact centre, says De Villiers de Wet, manager of Product Development at Jasco.
The solution presents voice and eServices recordings seamlessly within the familiar WebRecall interface. This ensures that the new functionality can be leveraged without the requirement for additional user training. In addition, quality management of customer interactions can be easily extended to incorporate a variety of non-voice channels. This is increasingly important given the growing number of interactions that take place outside of the traditional voice channel within the contact centre.
Quality management of eServices interactions is the main driver behind this offering, as developing effective and intuitive customer service is a critical competitive differentiator in contact centres. The DataVoice Quality Management module links seamlessly with the eServices recording module and now allows quality assessors the choice of randomly selecting voice and non-voice interactions for agent assessment purposes.
The eServices Recording solution starts to record screen activity automatically the moment a specified interaction is presented to the agent, whether or not they accept the interaction. Screen recordings of eServices interactions can be therefore be used for a number of purposes in the contact centre besides quality management, further extending the value of this solution. For example, agents ignoring eServices channels can be identified easily and any abuse and misconduct can be identified. Non-compliance with processes can be addressed and the efficiency of workflows around non-voice interactions can be assessed. These screen recordings can also be used for training purposes to show agents what to do and what not to do in various scenarios, says De Wet.
In addition, selected elements from the Genesys User Data fields can be captured to enrich the recording metadata. This includes email addresses and subjects, interaction IDs, customer reference numbers, names and more. This helps to tie various related interactions together for improved case management and enables use of the built-in Quick Filter mechanism on any of these fields to easily find related interactions. This solution also supports recording in multi-tenant and hosted Genesys environments.
Contact centres constantly need to focus on improving customer service, and the more information they have available the more they are empowered to do this. By incorporating non-voice interaction recordings with voice recordings and enabling them to be linked and searchable by metadata, contact centres can improve the quality of agent interaction as well as the service they offer customers, while leveraging next-generation interaction channels, De Wet concludes.
Libra V9.0 and the new Genesys eServices Recording module is available immediately from Jasco Enterprise and its other sales channels.
Related Articles
Jasco announces the expansion of Avid s shared storage systemThe Jasco Group has recently announced Avid s ISIS | 1000 shared storage system to the local market...
Read more...
Mediatech Africa 2015: JascoPaul Divall, managing director of Broadcast and Managed Solutions at Jasco interview with Screen Africa journalist Chanelle Ellaya...
Read more...
Jasco showcases innovative broadcast and production solutions at Mediatech 2015Jasco Broadcast Solutions will be showcasing a variety of innovative solutions for broadcasters of all sizes at MediaTech...
Read more...
-- --
-- --
-- Please enable JavaScript to view the comments powered by Disqus. comments powered by Disqus
Most recent headlines
11/12/2025
Dalet, a leading provider of cloud-native, end-to-end media workflow solutions, ...
28/11/2025
Nadia Fall attends the 2025 Sundance Film Festival premiere of Brides at the Egyptian Theatre on January 24, 2025, in Park City, Utah. (Photo by Donyale West/...
28/11/2025
It's easy to ignore those little red update available badges. But when it ...
28/11/2025
WASHINGTON Federal Communications Commission has released a tentative agenda for the December Open Commission Meeting scheduled for Thursday, December 18, 2025 ...
28/11/2025
The Professional Fighters League is looking to super-serve fans of mixed martial...
28/11/2025
Fubo has released in beta on select Roku devices a new feature that lets users display up to four simultaneous streams at once....
28/11/2025
The WNBA playoffs and Week 4 of the NFL regular season highlight the list of live sports events airing on television this weekend....
28/11/2025
The 32nd class of honorees to the B+C Hall of Fame took to the stage at New York's Ziegfeld Ballroom on September 26 for a gala induction event. Click below...
28/11/2025
We hold in our hands the very last Next Text for Next TV, the weekly back-and-fo...
28/11/2025
DirecTV said it made a deal with EchoStar to buy EchoStar's video businesses, including satellite-TV provider Dish TV and virtual MVPD Sling TV, for $1 plus...
28/11/2025
The Broadcasting+Cable Hall of Fame, the premier industry event paying tribute to the influencers, innovators and shining lights of broadcast, cable and streami...
28/11/2025
Friday 28 November 2025
Sky Sports x Slawn drop limited-edition football jersey...
28/11/2025
Rohde & Schwarz shows resilience in a challenging environment, revenue exceeds t...
28/11/2025
Unwrapped: The Toy Show Appeal - airing this Sunday on RT One and RT Player- s...
27/11/2025
LONDON Vizrt has added several AI-driven advanced features offering improved speed, intelligence and accuracy in the newest version of its media asset managemen...
27/11/2025
Prime Video has launched AI-powered video season recaps in a beta version for select English-language Prime Original series in the U.S., a move Amazon is callin...
27/11/2025
Back to All News
Netflix's Raat Akeli Hai: The Bansal Murders Marks a Grand...
27/11/2025
27 Nov 2025
GSMA brings M360 Eurasia 2026 to Samarkand in partnership with VEON...
27/11/2025
Tahar Rahim and Izuka Hoyle star in the gripping six-part Sky Original from Acad...
27/11/2025
Thursday 27 November 2025
Sky Arts Reveals the Nation's Greatest Basslines - and Queen Reign Supreme
The UK's most iconic basslines have been revealed...
27/11/2025
Back to All News
Stranger Things 5': Prepare for One Last Adventure With O...
27/11/2025
The media industry has a paradox at its core. It's an industry built on light, color and imagination, yet behind the scenes, it's powered by one of the ...
27/11/2025
Rating reflects rating progress across areas including policies, diversity & inclusion, health & safety and Net Zero leadership
Winchester, UK, 27 November 202...
27/11/2025
What are the industry standards for Retail Media? Kathryn explains that certification is based on the IAB Europe Retail Media Measurement Standards and the IAB ...
27/11/2025
World champion boxer and Irish sporting icon Katie Taylor will be in studio this...
27/11/2025
Roblox, one of the world's most popular online gaming platforms for primary ...
27/11/2025
Black Friday is leveling up. Get ready to score one of the biggest deals of the season - 50% off the first three months of a new GeForce NOW Ultimate membership...
26/11/2025
SVG Sit-Down: Prime Video EP Mike Muriano Previews Massive Black Friday Slate Fe...
26/11/2025
A cinematic snow sculpture at the 1995 Sundance Film Festival. Photo by Randall Michelson...
26/11/2025
Book podcasts are booming. On Spotify, you'll find everything from celebrity book clubs to deep dives with bestselling authors. And in markets where audiobo...
26/11/2025
Mumbai, November 24, 2025: In a first-of-its-kind initiative, JioStar, in collab...
26/11/2025
LONDON Factual content producer ITN Productions has launched a new low-latency IP gallery for news bulletins....
26/11/2025
MIAMI TelevisaUnivision said it struck a new multiyear distribution agreement with YouTube TV that includes distribution of TelevisaUnivision's U.S. network...
26/11/2025
OpenDrives, Inc., a leader in software-defined data storage and data services, today announced the launch of the Atlas Corporate Creative Solution. This new Atl...
26/11/2025
Disguise, the industry-leading company powering the world's biggest live performances, is partnering with pioneering LED wall manufacturer DVS to give atten...
26/11/2025
HighField AI, the pioneer in agentic and multimodal automation for broadcast and media production, today announced the expansion of its global channel partner n...
26/11/2025
As high-stakes Premier League fixtures approach and additional premium content launches, with MONO positioning themselves to dominate Thailand's sports stre...
26/11/2025
Hosting a wide variety of events from high-intensity NHL games to complex live music concerts and major entertainment productions, Montreal's 21,000 capacit...
26/11/2025
Vizrt, the leader in live production technology revolutionizing viewer engagement and experience, releases AI-driven advances focusing on speed, intelligence, a...
26/11/2025
ITN Productions, an award-winning factual content producer, today launched a new low-latency IP gallery for news bulletins. Responsible for delivering a leading...
26/11/2025
Ikegami reports ongoing advances throughout 2025 in developing and delivering coordinated television production solutions that maximize quality, versatility and...
26/11/2025
Following the Nov. 21 blackout of NBCUniversal channels on Fubo, the two sides have traded barbs about their inability to reach a new carriage deal....
26/11/2025
LONDON As TV sports rights become increasingly important for both broadcasters and streamers, Ampere Analysis predicts global investment in the genre will surpa...
26/11/2025
LOS ANGELES Vubiquity said it has achieved the Amazon Web Services (AWS) Media & Entertainment Competency as part of the AWS Partner Network (APN). This designa...
26/11/2025
WASHINGTON The Federal Communications Commission's Enforcement Bureau said it has entered into a consent decree with Comcast calling for the cable company t...
26/11/2025
Berklee Named to the Hollywood Reporters Top Music Schools List The publication highlights the college's screen scoring program, industry partnerships, and ...
26/11/2025
Back to All News
Animated Series Love Through a Prism' Casts New Light on ...
26/11/2025
Back to All News
NALIP Unveils Fifth Cohort of Director Incubator
Social Impact
26 November 2025
United States
Link copied to clipboard
The National Assoc...
26/11/2025
YouView Achieves Greenly Gold Certification for SustainabilityNov 26, 2025
YouView is proud to announce a Gold Certification award from Greenly for our perform...
-- 
