Cisco Cisco MediaSense Release 8.5(3) Datenbogen

 

 

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Data Sheet 

Cisco MediaSense Release 9.0 

Product Overview 

Cisco

®

 MediaSense is an open-standard, network-based, scalable platform that supports recording, playback, live 

streaming, and storage of media, including audio and video, with rich recording metadata. It provides an efficient, 

cost-effective platform for capturing conversations between businesses and their customers. The conversations 

then can be examined by third-party analytics applications from Cisco technology partners to provide a variety of 

valuable business functions, including regulatory compliance review, quality management, service optimization, 

legal discovery, business intelligence gathering, agent training, and real-time guidance that can dramatically 

improve customer care. 

Business Value 

Contact centers handle thousands of customer conversations a day, but unfortunately much of the enterprise 

intelligence that could be gleaned from those conversations is never used - because it is either too expensive to 

capture or too difficult to mine for useful information. Cisco solves these challenges by recording conversations on 

the network - rather than on a device - simplifying the architecture, lowering costs, and providing optimum 

scalability. 

Just as important, the Cisco network-based recording approach allows for quick availability of the captured media 

for different applications - regardless of location - through simple application programming interfaces (APIs). These 

interfaces implement open web standards, enabling a new ecosystem of applications from Cisco technology 

partners that can gather useful information from conversations, either in real time or afterward. Such information 

can provide insights into caller concerns, guiding customer service agents toward speedy first-call resolution, 

thereby improving agent productivity while increasing customer satisfaction. With Cisco, gaining valuable business 

intelligence from customer conversations is no longer a daunting challenge. 

Table 1 lists the new features and benefits available in the latest release of Cisco MediaSense. 

New Features and Benefits of Cisco MediaSense 9.0 

●  Cisco MediaSense provides audio-only recording of calls from select video devices in remote expert scenarios 

(for example, a customer at a branch office or retail site consults a remote agent through a video kiosk). 
Supported video devices include Cisco TelePresence

®

 System EX60 and System EX90. 

Note: Cisco Unified Border Element (CUBE) with Cisco IOS

®

 Software Release 15.2.3T (or later T release) is 

required to provide audio forking. 

●  Recording and quality management applications from Calabrio and NICE are now offered with Cisco 

MediaSense on the Cisco Price List through the SolutionsPlus program. Analytics applications from NICE are 
also offered with MediaSense through the SolutionsPlus program. 

●  More flexible configuration and implementation of Cisco MediaSense on virtual machines is supported, 

including resource reservation to enable the use of multiple virtual machines on the same server. MediaSense 
is deployable on select HP and IBM servers, in addition to Cisco Unified Computing System

™

 (Cisco UCS

®

) 

servers. Server specifications are located at: 

●  Load balancing between MediaSense servers for record and playback optimizes platform resources. 

Controlled access to media streams helps ensure the security of conversations. 

●  Support for Cisco Voice Operating System (VOS) 9.0 and Cisco IOS 15.2.3(T) helps ensure compatibility with 

Cisco Unified Communications Manager and with the VoiceXML gateways used in Cisco Unified Customer 
Voice Portal solutions.