Cisco Cisco MediaSense Release 8.5(3) Data Sheet
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Data Sheet
Cisco MediaSense Release 8.5(4)
Product Overview
Cisco
®
MediaSense is an open-standards, 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.
Table 1.
New Features and Benefits of Cisco MediaSense 8.5(4)
Feature
Benefits
Router blade deployment
● Cisco MediaSense can now be deployed on the Cisco Services-Ready Engine (SRE910) blade with
Cisco Integrated Services Routers Generation 2 (ISR G2) routers, so you can use the application
efficiently in small-scale and distributed, branch-office deployments on a local-site router.
(Note: Media forking still occurs at the phone or at Cisco Unified Border Element, as described in the
“Product Compatibility” section in Table 2)
efficiently in small-scale and distributed, branch-office deployments on a local-site router.
(Note: Media forking still occurs at the phone or at Cisco Unified Border Element, as described in the
“Product Compatibility” section in Table 2)