VerbaPRODUCT GUIDEVerba Recording SystemKeep your wordsThe Verba Recording System is a state-of-the-art call recordingand quality management solution for unified communicationsplatforms. Deployed at leading financial institutions, securitycompanies and contact centers, Verba helps organizations bettermanage risk and compliance, develop quality assurance andincrease productivity to enhance their business.Verba Recording System changes the gameVerba takes an innovative approach to call recording and quality management by offering aproduct with more features, better technology and a lower price point with the ability torecord all media in a single, unified system that’s easy to use, quick to search and accessibleanywhere at any time.Providing a true unified recording solution by capturing voice, video and telepresence calls,Verba recording solution is ideal for contact centers (customer service, telemarketing,telesales), energy and utility companies, financial services providers (banking, credit cardoperations, trading floors), government agencies, healthcare organizations, law firms, marketresearch companies, media organizations, security providers and small businesses.Companies can leverage the Verba Recording System in key business applications such aslegal compliance management, quality assurance, risk mitigation, verbal agreement archiving,best-practice training, centralized dictation, conference recording, dispute resolution,interview recording and threat handling.1

VerbaPRODUCT GUIDEKeep your wordsVerba Recording SystemKey features and benefitsThe Verba Recording System offers a versatile set of functionalities in order to support thevarious business requirements. The following list provides a quick overview about thecapabilities of the system:Unified recording Supports leading unified communication and contact center system vendors like Cisco,Avaya, Microsoft, BroadSoft and othersOffers flexible recording modes including full (always-on) recording, selective recordingand complete call-on-demand recordingProvides options for various recording methods such as dial-in recording, passiverecording and RTP forkingOffers a unified approach for voice, video, telepresence and agents’ computer screenDelivers powerful deployment models including centralized recording and multisite/branch office architecturesOffers a complete performance and quality management solution for contact centersincluding agent evaluation, scoring, silent monitoring, screen capturing, and enterprisegrade reporting with customizable dashboards.Provides an easy-to-use and feature-rich web-based user interface that’s accessiblefrom anywhere at any timeQuick and easy tools allow users to search and list recordings using any meta-datainformationMedia recorded with Verba can be shared across the enterprise for further usagethrough the built-in Publishing ServerPlayback functionality is available right in the browser window - no need to installclient applications Enhanced security Multi-level access control enables companies to define who can access what, andwhich actions they can take with audit trail and change log historyRecorded call protection and secure access control are standard featuresSeparated administration and business authorization rolesProvides a full audit trail of all user, supervisor and administrator activitiesSingle-sign-on supportBased on open industry standards including AES, HTTPS and SSL/TLSEnterprise-IT-friendly capabilities 2 Optimized libraries powered by Intel offer unmatched performanceA software-based solution, designed to support modern IT infrastructures that usecommon and standard hardware solutions and server virtualizationEnterprise monitoring module sends configurable alerts through email and SNMP

VerbaPRODUCT GUIDEKeep your wordsVerba Recording System 3 Recorded data management provides a sophisticated storage policy framework thatallows companies to define rules for data retention and control the recorded datalifecycleSeamless integration with SAN-based storage solutions for online operation andarchive

VerbaPRODUCT GUIDEKeep your wordsVerba Recording SystemReferencesVerba Recording System is installed at more than 500 customer sites in across 25 countries.General Banking ING BankErste BankIntesa SanpaoloFinancial Services East CapitalSchneider TradingErnst & YoungCredit Card Operations MasterCardMSI Merchant ServicesTelecom Provider TelekenexDGCHealthcare B. BraunReykjavik HospitalGovernment Swedish National Debt OfficeIcelandic Ministry for Foreign AffairsMinistry of Interior and Administration of PolandCustomer ServicesCall Centers VodafoneSagemSecurity SecuritasSvensk BevakningstjänstLoomisDefense RaytheonRepublic Guard of HungaryUtilities & Transit Fort Pierce Utilities AuthorityTrimetUpon request we can provide details and key characteristics of the individual implementations.Verba Technologies has also worked with many system integrators and value added resellers.4

VerbaPRODUCT GUIDEKeep your words5 Verba Recording SystemKey differentiatorsUnified callrecordingVerba provides unified recording solution for voice, video,telepresence and agents’ computer screen recording. There isno other solution that combines all media in a single system.Friendly and betterservicesVerba Technologies offers streamlined and efficient processesto provide dedicated support center servicing customers andpartners. Installation, training and support can be doneonline, remotely. Verba customers often say that the softwareis faster to install and easier to use than others they havetried.Integrated qualitymanagementVerba Performance and Quality Management solution is anoptional building block of a complete portfolio for contactcenters. Agent evaluation and scoring, screen capturing, silentmonitoring and enterprise grade reporting with customizabledashboards are the key components of the system.Easy-to-use webbased user interfaceThe feature-rich web based user interface provides all thefunctionalities for the users, supervisors, managers andadministrators. The streamlined interface shortens oreliminates user training times. There is no need to install anyclient applications, resulting in reduced operation andmaintenance costs.Flexible and easylicense policiesVerba’s licensing policies are simple and transparent withoutany hidden costs. The different Editions offer the mostfeatures at very competitive prices with simple and costeffective user-based licensing. With our solution you have alow Total Cost of Ownership (TCO) and you can alsocustomize a solution to fit your individual business needs.Interoperability andopen standardsThe secure, web-based access provides open architectureusing standard protocols (HTTP/HTTPS). The media storageinfrastructure is based on open, industry standards; converselynon-standard media formats lead to customer lock-in orprevents customers from replacing the solution in order tokeep the recorded media. Integration with third partysolutions such as web intranets, CRM, existing managed SQLServer clusters, SAN/NAS storage solutions, etc. No more

VerbaPRODUCT GUIDEVerba Recording SystemKeep your words6 closed, proprietary systems without industry standard APIinterfaces.Standard hardwareMost of the other solutions are appliance based systemswithout the options to upgrade or easily replace hardwarecomponents. The Verba Recording System is designed tosupport todays IT infrastructures and architectures, which areutilizing common and standard Hardware solutions andvirtualization. With Verba, you can choose your own server orblade platform based on your preferences and you can alsodeploy Verba components on VMware systems. Customerscan increase hardware capacity by simply reinstalling thesystem at any time. No more hidden, proprietary Hardwarecosts and dingarchitectureThe Verba Recording System is a fully centralized solutionwith distributable system components. It has a provenarchitecture with hundreds of reference sites all around theworld. The remote sites or branches are running a lightweightstore and forward module called the Recording Server whileat the main site, the Media Repository component is installed,which provides centralized storage, playback, administrationand archiving. Main benefits: very low Operation andMaintenance costs due to the centralized management,storage, archiving and playback; WAN failure resilient sincethe Recording Server components are able to work withoutthe central Media Repository and can synchronize therecorded media when the WAN link is up again.

VerbaPRODUCT GUIDEKeep your wordsVerba Recording SystemRecording architecture and supported systemsSupported mediatypes VoiceVideoTelepresenceAgents’ computer screenSupported telephonysystems CiscoAvayaMicrosoftBroadSoftIP TradeStandard SIP solutionsSupported recordingtechnologies Passive recording method for SCCP and SIP phonesPassive recording method for SIP trunksCentral recording method utilizing RTP forking inCisco environmentsCentral recording method utilizing RTP forking inAvaya environmentsCentral recording method utilizing conferenceresources in Microsoft environmentVideo and Telepresence recordingDial-in recordingDesktop screen capturing Full, automatic recordingSelective recordingOn-demand recording Supported recordingmethods7

VerbaPRODUCT GUIDEKeep your wordsVerba Recording SystemSearching and ListingThe feature-rich web based user interface provides the searching and listing functionalities.The following list briefly summarizes the available features: Multi-level access control to provide mechanisms to define who can access whatand what actions they can take. Easily define search queries including any meta data fields: call start date and time,duration, calling and called party information including phone numbers and names,comments, etc. Additionally, customers can configure custom fields to capture anyrelevant information about the calls. Powerful search result lists with sophisticated features like ordering, paging, oneclick action for playback, download, delete, etc., additional filtering options to focuson certain calls, export options to XLS, PDF or RTF. The timeline viewer provides a unique and user friendly data visualization methodwith enhanced controls like scrolling, zooming, filtering and highlighting.8

VerbaPRODUCT GUIDEVerba Recording SystemKeep your wordsPlayback ExperienceThe Verba Recording System provides an unmatched playback experience for the users. Thefollowing list summarizes the most important features of Verba Player: Web based: playback functionality is available right in the browser window, no needfor installing client applications (any client computer equipped with MicrosoftWindows Media Player can use Verba Player) Enhanced player controls: in order to fine-control the playback Verba Player providessophisticated playback controls like: play, pause, stop, play selected, begin, end, fast9

VerbaPRODUCT GUIDEVerba Recording SystemKeep your wordsforward, fast reverse, playback speed control, volume control and stereo channelcontrol.Markers: markers allow users to highlight and annotate certain parts of therecorded conversations, and share this information with other users in the system.Markers can be placed manually using the intuitive Verba Player or the Verba XMLService on Cisco IP phones during the call (if you reached an important part of theongoing conversation, just hit a button on the phone and you will be able to getback to that section of the call quickly and easily later and add additional commentsor let a supervisor review that portion). Markers can be also placed by any 3rd partyapplication using a standard API, so important events like placing an order, etc. canalso be marked during the phone conversation. Another useful feature of themarkers enables users to export and download the marked segment of the call tostandard WAV files. The effective utilization of the Verba Player marker functionalityallows organizations to increase productivity by reducing time required to findimportant and relevant parts of the recorded interactions.Waveform display: call visualization provides a unique view of the recorded voiceconversations and allows users to easily position to those parts of the calls whereactual speech is happened.Video: Verba Player not only allows users to play back voice recordings, but providesadvanced capabilities for video recordings playback as well. Whether it is acomputer screen recording or a telepresence call/conference recording, Verba Playerprovides the same controls and functionalities available for voice recordings in aseamless way. Enhanced SecurityRecorded call protection and access control are key features of the Verba Recording System.The solution is using open industry standards like SSL, HTTPS and AES. Security of recordedcalls is ensured by numerous special features: HTTPS web interface with user authentication provides secure communicationbetween the Media Repository and web clients. The system uses SSL authenticatedchannels between the Recording Servers and the Media Repository during recordedcall transfers and signaling. Multi-level access control mechanism (privilege groups, permissions, etc.) enablesflexible adaptation to the enterprise’s security and business rules. The webapplication interface includes several other security features: support for four eyesprinciple, support for token-based strong authentication, user lock-out mechanism,configurable password policies, full audit trail10

VerbaPRODUCT GUIDEKeep your wordsVerba Recording SystemReliability and uptimeThe Verba Recording System provides several functions to increase reliability and uptime inorder to support mission critical environments. A brief overview about the most importantfeatures: Recording service survivability - all recording services in the system are able to dotheir job on their own, even if other service failures occur (e.g. the database servicegoes down, the recording service can still continue its operation).High availability – the system support HA deployment models, where none of thesystem components is a single point of failure. Depending on the applied recordingtechnology, the recorders are deployed in a redundant way to ensure the highavailability for the solution.The Verba Recording System is a software-only solution, installed on regular Intelbased PC servers. The configuration of the servers can also increase reliability:redundant disk arrays, redundant power supply, etc.Capacity and expandabilityThe Verba Recording System has outstanding performance figures due to the carefullydesigned system architecture and process optimization using Intel performance libraries andmulti-threading tools. A single Verba Recording Server is able to record up to 500simultaneous calls depending on the recording method, codec, etc. There is no limitation forthe number of Recording Servers in a single deployment. The following list provides someinformation about the performance of the system in real life scenarios:11 Largest archive:10,000,000 calls online searchable Highest volume:50,000 calls per day in one system Most phones:6,500 recorded phones on one system Highest performance:550 simultaneous calls on one server Most sites:Recording of 65 locations in one system Best compression:320 hours per 1 Gigabyte

VerbaPRODUCT GUIDEVerba Recording SystemKeep your wordsAbout Verba TechnologiesVerba Technologies is a leading provider of call recording and quality management solutionsfor unified communications and contact center platforms. A state-of-the-art call recordingsolution, the Verba Recording System supports voice, video and telepresence devices.Founded by industry veterans from the call recording, unified communications, contactcenters and software development fields with over 60 years of combined experience, Verbatakes an innovative approach to call recording by offering a product with more features,better technology and a lower price point.Contact us to learn more about how the Verba recording solution can help you enhance yourbusiness to gain a competitive edge: www.verba.comHeadquartersVerba Technologies, LLC.180 Main Street, Suite 2100Hackensack, New Jersey07601USAT: 1 888 90 [email protected] Technologies, LLC.Solna strandväg 78Solna17154SwedenT: 46 8 4030 [email protected] use, duplication, or modification of this document in whole or in part without the written consent of VerbaTechnologies is strictly prohibited. By providing this document, Verba Technologies is not making any representations regarding thecorrectness or completeness of its contents and reserves the right to alter this document at any time without notice. Due tocontinuous product improvements, features listed in this document are subject to change without notice. Please contact VerbaTechnologies for current product features and specifications. All trademarks mentioned in this document are the property of theirrespective owners. Copyright 2010 Verba Technologies, LLC. All rights reserved. Please consider the environment before printing this document.12 VTSG-1014-2011.1