Rock the jukebox

Citation

(2002), "Rock the jukebox", Work Study, Vol. 51 No. 2. https://doi.org/10.1108/ws.2002.07951bad.003

Rock the jukebox

Rock the jukebox

TISL announces the addition of near-line storage capability with the integration of optical jukebox archiving media to its event capture and voice recording suite of products, Eventra, allowing users such as contact centre, customer service and training managers during training or agent evaluation periods to access stored data quickly and efficiently. TISL uses the archive media to store voice and data files which its Eventra suite of products has already recorded. The jukebox facility is typically used in an environment where large data files need to be readily accessible, such as in a contact centre where both the voice and desktop activity of a telephone call are being captured for agent training and development purposes, or in the financial and insurance sectors where large volumes of data have to be stored for a length of time.

TISL's Eventra already integrates with archiving media such as DAT, DVD-RAM and MO but in response to changes in market requirements and customer needs, optical storage, i.e. jukebox capability, has also been added. Its longevity and ease of use makes it ideal for the contact centre manager or training manager who may want to keep large files in an easily accessible location for agent training, assessment or evaluation.

In contact centres where screen activity, before, during and after a call, as well as the actual speech content of a telephone call is of equal importance, the resulting captured data is by definition relatively large. As a result the PC is not an optimum storage device for all but the shortest time period. The optical jukebox, however, which is always connected to either the PC or network, is the obvious choice for storing these types of files, allowing access to them with a minimum of fuss as often as required.

For further information visit: http://www.tisl.com