ASC introduced its new version of EVOip for Cisco, an active VoIP recording solution combining SIP and XML. The new system executes VoIP recording using SIP, with data stored in an XML format. It provides real-time call tagging and enhanced search-and-replay while avoiding the need for a CTI server or proprietary protocols for TCP/IP. The solution may be easily and efficiently customized for nearly any customer environment. SIP is rapidly becoming a standard telephony protocol in contact centers because it facilitates the integration of third-party applications, enables encryption and avoids the need to invest in expensive proprietary hardware. SIP also lets call centers protect their previous investments by helping to incorporate their existing infrastructure with new solutions. XML may be used to provide call data in a SIP message. XML’s standardized architecture provides clearly structured, customer-specific information to the recording system and also may be adapted for nearly any customer requirement.
