Introduction

A new model for video usage is emerging that is mainstream, user-oriented, ad-hoc, on demand, desktop based, and integrated into the daily workflow. Video telephony provides desktop video devices the same call control functionality usually found in voice telephony solutions, including call transfer, call hold, call forward, mute, and conference.r

Because video telephony integrates into the voice telephony infrastructure and network, placing a call with video becomes as easy and reliable as making a phone call. In most cases, desktop video conferencing has been implemented just like group video conferencing but with a computer workstation. It has many of the same challenges group video conferencing systems have. Video telephony, on the other hand, has a very different usage paradigm – ad hoc, on demand, integrated, universal availability, and tight coupling with the PBX system. In addition, a number of technological developments and events are coming together now that are propelling IP video telephony into a much more visible and attractive proposition for users worldwide.

As video telephony and conferencing are getting more widespread the need for recording and documenting these interactions is also increasing. Remote expert applications in the financial services industry, telemedicine solution in healthcare, e-learning in the education sector are all great examples where the demand for recording is high. CARIN is the only recording suite, which offers a unified approach by enabling voice, video and telepresence recording in a single solution.

Applications

CARIN is one of the first solutions to offer video call recording capabilities for telephony systems. Video communication is captured, stored and then can be searched the same way as voice calls. The CARIN Video Player is able to display both parties during playback side by side.

Financial Institutions

Video telephony is beginning to emerge in certain financial sectors. Financial services are one of the market verticals adopting IP telephony the fastest. Hence, it would be no surprise that this sector would also be a leader in adopting video telephony. Some investment firms use video telephony to communicate important messages among themselves, and these companies are also linking up with some of their largest investors using video to provide high touch, personal financial advice and information.

Legislation in many countries and states mandate call recording for banks, insurance companies, trading houses and other financial institutions.

Verbal agreements are binding under most legislations. By offering verbal agreements as part of your sales process you can ensure higher sales close rates in your call center and also lower your costs by lower the costs involved in signing, processing and storing your contracts.

Learn more about compliance recording

Video call centers

The rise of conversational video creates new demands on businesses and on telecom service providers. As the number of video-equipped consumers increases, the demand for video-enabled services will also increase, because:

  • Videophone customer service just wouldn't seem whole if customers couldn't see the rep when they called for assistance.
  • Visual agent interaction is more engaging and enhances trust.
  • Video services that benefit users are needed to enhance the uptake rate for videophones.
  • Offering hosted video call center services will give enterprises a way to create their own video call centers quickly and cost effectively, further fueling the demand for video calling.

One of these future call center applications will likely be the inclusion of video, particularly for some high touch retailers. Many companies are trying to reduce costs by pushing sales and support off to a web site. Caring companies are putting in links to provide customers with the capability to instant message with a support person, and some companies even ask customers to enter their phone numbers and the system will immediately call them over the phone . It is not far off when companies will provide a video link wherein a customer service representative's image and voice will appear over the IP connection.

Quality assurance and interaction recording are key reasons behind call recording in call center environments.

Enterprise

Geographically dispersed work groups have begun embracing video telephony. Many of these groups already use video conferencing; however, the increased momentum of video telephony communications can add to the productivity of these groups and will increase the velocity of their business.

The ad-hoc nature of video telephony is also making spontaneous video meetings not only possible, but also very productive. More one-time meetings were judged as extremely or very productive than recurring meetings.

Documenting meetings or creating high definition recordings for future review are great examples of the use cases of the video call recording.

Healthcare

A great number of non-profit health and social care organizations run help lines and pharmaceutical companies run hotlines supporting their products. During interactions on these lines doctors, pharmacists, psychiatrists and other healthcare professionals get involved in situations where important advice needs to be given over the telephone to avoid serious health problems or prevent suicidal behavior. It is the duty of these organizations and enterprises to protect their professionals against litigation. Recordings from customer interactions can be decisive in trials, if the recordings were made according the laws of the state or country.

We are aware of several implementations of video telephony in the hospitality industry. Rather than speaking with a faceless concierge, health club receptionist, room service waiter, or front desk associate, certain hotel properties are installing videophones to provide a more intimate, face-to-face experience for their customers. The purpose of video is to offer these customers a richer, more personal experience while at the hotel in an effort to secure future business and references. Video call recording makes it easier to provide quality assurance and provide legal compliance with various regulations like HIPAA.

Telemedicine: healthcare professionals today are constantly under pressure to improve the quality of patient care, reach new markets, provide new services and control costs. To address these issues an increasing number of hospitals, clinics and other medical organizations are turning to video conferencing for real-time collaborative medical education, training, remote consultation, emergency response and surgery. Recording the telemedicine video calls seems to be in high demand in the marketplace.

HR Applications

Interviewing candidates can be an expensive and time-consuming proposition, particularly if a candidate is in another city or state. Some recruiters and HR departments are using video as a way to significantly decrease the cost of interviewing while increasing the potential recruiting geography. Today video interviews happen either by videoconference or by having the candidate go to a special videoconferencing rental room. Some companies even send video units to potential recruits. With the advent of video telephony candidates go to a local branch office and connect to the recruiter, wherever the recruiter happens to be physically located, over the corporate network. The need for recording of these interviews makes sense in most cases.

New Approach

The new demand for recording video and telepresence calls also requires a new recording approach and architecture. Legacy recording systems are inappropiate in meeting these requirements. The following table provides a brief overview of the new challenges, the inadequate and missing functions of the legacy video conference recorders and the right solution offered by CARIN.

RequirementLegacy approachNew approach offered by CARIN
Automatic recording

Legacy systems are focusing on ad-hoc conference recording where the users have to manually trigger the recording from the endpoint. The automatic recording is completely missing from the legacy architectures.

CARIN video recording capabilties are entirely built on the core call recording architecture, which was originally designed for automatic, always on recording.

Compliance

Legacy systems are unable to meet the strict and rigorous requirements of the compliance recording policies set by various governments, companies and other associations. Multi-level access control, encrypted storage, full audit trails, enhanced security features, multiple choice of recording mechanisms are all examples of the functions missing from the legacy conference recorders.

CARIN out-of-box provides all of the features required to successfully comply with legal and government regulations and policies easily and cost effectively. Multi-level access control, encrypted storage, full audit trails, enhanced security features, multiple choice of recording mechanisms are all examples of the available features of the Carin recording suite.

Multiple media support

No support for any other media than video. Completely unified approach for voice, video and telepresence.
Multi vendor support Most of the recoders are only 100% compatible with their own vendor endpoints.

CARIN provides a vendor agnostic approach by supporting multiple vendors including Cisco, Tandberg, Polycom, Aethra and others.

Multiple recording methods

Legacy video conference recorders can only record a call or conference if the recorder itself joins the call by consuming very expensive MCU and network bandwidth resources.

By introducing passive recording into the video call and conference market, CARIN provides the most effective recording approach and changes the standards ultimately. In addition to the powerful passive recording method, Carin also provides the traditional conference based approach for more user conveniance.

Reliability and scalability

Legacy systems were not designed to provide increased availability and scalability, since the intended usage did not require these features.

CARIN is a proven solution in e.g. financial institutes, where reliability and scalability are key requirements. Carin also provides high availability, load balancing and multi-site capabilities.

Flexible platform

Most of the legacy solutions are appliance based black boxes.

CARIN is designed to support todays IT infrastructures, which are utilizing common and standard HW infrastructure and virtualization. With Carin, you can choose your server platform and you are also allowed to deploy Carin on VMWare systems. No more hidden, propritery HW costs and limitations.


Technical Information

CARIN video call and conference recording capabilties are built into the core recording system. Features available for voice recordings are available for video recordings also. In the table below you can find the latest technical information specifically for video recording. For a more complete list of information, please visit this page.

Supported recording methods

In order to support the various network topologies and customer requirements, several types of recording methods are available in the award winning call recording suite, CARIN.

  • Passive, extension side recording using port monitoring (SCCP, SIP)
  • Active, recording and streaming endpoints (SIP)
Supported endpoints and devices

This depends on the telephony system and the applied recording method, but several endpoints are supported from Cisco, Tandberg, Sony, Polycom, Aethra, etc.

Supported codecs

The available codec support depends on the recording method used. Below you can find the comprehensive list of codecs supported by the CARIN system for video calls and conferences.

  • Voice:
    • G.711
    • G.729
    • G.722
    • AAC-LD
  • Video
    • H.261
    • H.263
    • H.264
Supported storage codecs and file formats
  • Windows Media Video with various bandwidth and resolution options
  • CMFX (CARIN Media Format eXtension) maintaining the original quality
Capacity per recording server

1-20 simultaneous calls (depends on the recording method and codec)

Streaming support
  • Windows Media Streaming Server for real time streaming
  • HTTP based streaming for on-demand viewing