In addition to Dubber, there are plans to integrate NICE, Verint, Callcabinet, Imagicle, etc., into Webex Calling, and please add HITACHI Recware to this list.
This product has been integrated with UCM in many cases in our region. Our customers are considering migrating from UCM to WxC, but the lack of a real-time recording system is a major stumbling block. A high percentage of our customers require real-time recording while also processing highly accurate text to Japanese and sentiment analysis in real-time.
HITACHI has expressed interest in developing a management system optimized for integration with Calling so that the recording system can be automatically provisioned from the Control Hub. They would like to implement the necessary interfaces for integration with WxC via SIPREC and REST API.
Their products can process Japanese in real-time with high accuracy; Dubber cannot do real-time processing, NICE and Verint are not accurate enough for Japanese processing, and Callcabinet and Imagicle have no plans for sales and support in Japan.
Call recording is a must in the financial industry. It is not uncommon for employees outside of the contact center, specifically sales representatives, to be required to record their calls. This is common in industries such as securities and insurance.