The engineers up in the labs are once again giving us excellent content to drop on our blog. This time, the topic of "virtualization" came up with an enterprise prospect who needed a zero-hardware call recording implementation.
Of course, since this prospect had Avaya and AES, we went down the path of CMAPI/DMCC for harvesting the calls. We are definitely able to avoid recording boards when we integrate directly with the phone system. There's one hardware requirement removed from the equati....
Virtual Observations - The CSI Call Center Blog
