Cisco Cisco MediaSense Release 8.5(3) Fiche De Données
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Data Sheet
Cisco MediaSense Version 11.5
Product Overview
Cisco
®
MediaSense helps businesses and organizations deliver a connected digital experience, enabling you to
provide contextual, continuous, and capability-rich journeys for your customers, across time and channels. Cisco
MediaSense is an open-standards, network-based 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 business conversations, including customer service interactions.
Business Value
Businesses and organizations need to record calls for a variety of reasons, including regulatory compliance, quality
management, legal discovery, employee education, business intelligence, and customer service optimization.
Unfortunately, traditional recording solutions can make recording difficult and expensive to implement. Cisco
MediaSense solves these challenges by recording audio and video on the network, simplifying the architecture,
lowering costs, and providing optimum scalability across a variety of scenarios such as selective recording, call
transfers, site-based recording, and multiparty conferences. MediaSense offers built-in search and play of
recordings, and you can easily use it in customer service interactions through its integration with the Cisco
Finesse
®
Agent Desktop.
In addition to recording and playback, Cisco MediaSense provides media streaming on the network, supporting
video on hold (VoH) with Cisco Unified Communications Manager, video in queue (ViQ) with Cisco Remote Expert
and Cisco Unified Customer Voice Portal (Unified CVP), video greeting with Cisco Unity
®
Connection, and live
monitoring of customer service calls.
The MediaSense network-based architecture 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 rich ecosystem of applications from Cisco technology partners,
including quality management (QM) and advanced quality management (AQM) solutions.
With Cisco MediaSense, gaining value from business conversations is no longer a daunting challenge.
Table 1 lists the new features and benefits available in the latest release of Cisco MediaSense, and Table 2 lists its
continuing features and benefits.
Table 1.
New Features and Benefits of Cisco MediaSense 11.5
Feature
Benefits
Single sign-on
● MediaSense gadgets in the Cisco Finesse agent desktop can use single sign-on.
Secure RTP media
● MediaSense can capture secure RTP audio when deployed with Cisco Unified Communications Manager.
IPv6 endpoints
● MediaSense supports capturing media from IPv6 phones in a Cisco customer care solution.
Controlled access to
recordings
recordings
● Supervisors can be limited to having access only to recordings associated with teams they are configured for.
Agents can be limited to having access only to recordings in which they are a participant.
Delete recordings
● The built-in MediaSense Search and Play web application can be configured to allow supervisors to delete
recordings.