Cisco MediaSense is an open-standard, network-based, scalable platform that supports recording, playback, live streaming, and storage of media, including audio and video, with rich recording metadata. It provides an efficient, cost-effective platform for capturing conversations between businesses and their customers. The conversations then can be examined by third-party analytics applications from Cisco technology partners to provide a variety of valuable business functions, including regulatory compliance review, quality management, service optimization, legal discovery, business intelligence gathering, agent training, and real-time guidance that can dramatically improve customer care.
Contact centers handle thousands of customer conversations a day, but unfortunately much of the enterprise intelligence that could be gleaned from those conversations is never used - because it is either too expensive to capture or too difficult to mine for useful information. Cisco solves these challenges by recording convers