Video & Audio Recording is designed as a Coud Hosting service for any Contact Center.
Video RTC (WebRTC) platforms enable you to record all audio and video streams of your services in a secure, scalable and reliant mode. Video Recording is connected to the SPLIT functions to process video & audio recording of a Contact Center agents-user interactions.
This recording service is available on Cloud Hosting CPaaS / SaaS modality for AWS. If your are targeting on-premise or specific IaaS deployment you can contact our Sales.
|CPaaS||AWS||US, EU||S3 Bucket||AES 256-bit|
|SaaS||AWS||US, EU||S3 Bucket||AES 256-bit|
|RAW||Default||Include 4 stream files + 1 info file, ready to be converted to WebM.|
|MP4||Generated||Include 1 file processed and converted with all streams mixed.|
Recording Files Sizing
Format: 640x480 (2 peers)
|Duration||Low <80 kbps||Medium 128 kbps||High >300 kbps|
|1 min||1,5 Mb||2,5 Mb||16 Mb|
|1 h (60 min)||90 Mb||150 Mb||1 Gb|
|1 day (24 h)||2,16 Gb||3,6 Gb||24 Gb|
|1 month (30 days)||64,8 Gb||108 Gb||720 Gb|
Storage Unit Packs
|Unit Pack||Size||Formats||MP4 blended||SSH/FTP||MP4 stored|
|RecStorage1||100 Gb, 500 Gb, 1 Tb||RAW, MP4||◾️||◽️||◽️|
|RecStorage2||100 Gb, 500 Gb, 1 Tb||RAW, MP4||◾️||◾️||◽️|
|RecStorage3||100 Gb, 500 Gb, 1 Tb||RAW, MP4||◾️||◾️||◾️|
To request any more storage capacity, please contact our Sales team.
How does it work?
All Video Gateways (WebRTC) developed by Interactive Powers include a special SPLIT module which allows separate the media streams (video - audio - data) for any communication between users and agents. This development is based on SIP and WebRTC peers communications for the integration of voice, video and data in Contact Centers.
Step 1. Streams recording
A Videocall is initiated by a user or agent into the Video Gateway. This session will be composed of for media streams (agent-video, agent-audio, user-video, user-video) blended together in a single interaction with an info file.
Step 2. S3 Bucket archiving
The Video Gateway converts each stream to a regular RAW files that can be transferred by a recording server to an external storage area over S3 buckets. Along with the videocall index file, a unique session ID generated by the Video Gateway (WebRTC) is linked too. The process start once the call hangout event is activated, a job is in charge to ensure all streams are properly ZIP / tar.gz archived once completed.
Step 3. MP4 / RAW on demand access
All Video Stream in RAW can only be played by the Video Gateway convertor or dual-player. To get a unique file in MP4 (video & audio) or MP3 (audio) you can ask the Video Recording Service to generate it from the S3 bucket. This format can played on most existing video players and is easier to manage and store in an external system if required. The MP4 file includes both the agent and the user video mixed.
Step 4. SSH / FTP batch exportation
Most quality insurance process in a Contact Center can require to play, access and export in MP4 / MP3 a specific conversation, the video recording service allow to make a batch exportation using an SSH or FTP from the S3 bucket.
Step 5. API content access
Customers can have access to manage their own contents in order to get RAW or MP4 files recorded for external usages or other systems. Each service has an account and all functions are running over AWS secure API and secure tools.
Real-time Video Recording
You can record all your calls in real time from the video gateway and access your archives immediately once released in the RAW format used by our WebRTC gateways.
Archives are pushed directly to your storage account, with the Cloud Hosting as an 24-hour backup. Each account is dedicated for your services only and use long term storage on S3 buckets.
Scalability and Reliability
Whether you need to record a 1:1 video call, video SPLIT with users and agents our robust and reliable archiving functionality scales to meet your needs.
Recorded data is AES 256-bit encrypted at rest or in transit, providing the highest level of security to meet the most stringent of compliance and regulatory requirements.
Video recording for Contact Centers
This operation mode has various advantages when integrating the video channel into an existing Contact Center strategy, namely: Agents can use their regular phone to receive the audio stream of video calls like any other regular call treatment, routing strategies, IVR flows, ACD distribution, etc.. Now, you can have all video recording data properly stored, protected and available at any time without any complex procedures.
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