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Jasco is a South Africa, JSE-listed company that delivers Smart Technologies across multiple disciplines such as telecommunications, Information Technology, Energy and Industry. By leveraging synergies between these disciplines, Jasco is able to deliver complete end-to-end solutions.

Digital video archiving – keeping up with today’s broadcast demands

“In this changing world of broadcasting, storage is the foundation upon which the broadcast facility is built. Cost-effective storage management, archival, and retrieval services create the framework for an efficient system.”

Broadcasters and video producers across the world are moving to computer-based platforms. As they do, access to any content, anytime, anywhere, is becoming a critical success factor. As growth of digital video data explodes, the introduction of digital asset archives is fuelling the IT and broadcast convergence. It brings increased automation, greater efficiency, global access, and sharing of content.

There are numerous factors pushing broadcasters to go digital. Digital content is growing, computing devices are getting faster and more powerful, and bandwidth is getting cheaper and more plentiful. Consumers expect more. They want content – video and audio – faster and in the format of their choice. Within broadcasting organisations, production staff want simultaneous access to video and audio material, all stored in different formats, for production and other functions. At the same time, broadcasters need to archive material and make it accessible for reuse by other players (from educational institutions to video-on-demand players) to maximise usage and increase revenues.

For broadcasters to keep pace with these demands, they must provide much more content across distributed networks, faster, and at a reasonable cost. In addition, the information must be delivered in such a way that it becomes much more powerful for users and is accessible anytime, anywhere. The evolution of broadcast facilities over the last two decades have helped lay the groundwork.

Storage – the foundation

In this changing world of broadcasting, storage is the foundation upon which the broadcast facility is built. Cost-effective storage management, archival, and retrieval services create the framework for an efficient system.

Traditional approaches are cumbersome. To view an archived piece of material in a broadcast facility, users had to somehow identify the tape or reel on which the material resided, manually remove it from a shelf, and transport it to a viewing suite that contains the appropriate format playback device, such as a VTR or film projector. They then had to watch the entire tape or reel to locate the material they were seeking. It’s a long, tedious process using valuable equipment, people, and space.

The advantages of a digital asset archive over traditional processes and technologies are significant:

  • Multimedia material stored digitally is not prone to generational loss due to copying, and no quality check is required.
  • Archival storage is ideal for computerised and robotic systems, with metadata making it easy to find files.
  • Networking of video servers and archives allows data to be interchanged rapidly and without any quality loss.
  • Interfaces to other systems allow automation benefits to extend to other areas.
  • Interoperability with different video devices enables sharing of content from multiple sources.

Video server and automation – a winning combination

A video server and automation system bring the two worlds together. The video server, a storage and playout device, is one of the most revolutionary devices to enter the broadcast arena. It can hold many hours of video and audio content – including digital, tape-based, motion picture and photographic film formats – to be played out on demand. The video servers provide high-bandwidth, high-speed network connections to other servers, editing systems, and playout and production devices. They also allow archive system management data to be exchanged with other systems via a robust API.

The video server is controlled by an automation system, which controls the ingest, storage and play out of programmes and commercials.

From ingest to playout

Ingest is an application or a function provided by the video server. Material is brought into the video server from sources such as video tape, satellite video feeds, data tape or wide area data networks. Capture, digitisation, and compression of the material is performed at ingest. Once converted to a digital format and compressed, the material will stay in this format throughout its stay in the video server and the data tape library. When the material is played out to air, it is converted back to baseband video and audio by the codecs in the video server and sent to the transmitter.

Advanced automated storage and playout systems employ a hierarchy of storage technologies to store multimedia files and associated information. Online storage is the mission-critical storage for play-to-air material. It holds several hours of spots and programmes that are scheduled to be played out during the day. Near-line automated tape libraries are the primary medium for archival storage. This is much less expensive than storing the same amount of information on disk-based storage, making it economical for storing the bulk of the material.

Archive management software enables automation and efficiencies. An archive manager is a middleware software application that bridges the gap between disk-based storage and the automated tape library. Its purpose is to provide an interface—or more accurately, an abstraction layer—between the video server and the automated tape library’s tape drives and robotics. It not only provides much-needed connectivity but also media management in the form of a database to keep track of the contents of the data tapes and the bins inside the library. It is very important that the archive manager be compatible with many automation systems and video servers.

The way forward

Integrating digital storage with legacy video applications and devices is allowing any content to be accessible anytime, anywhere in the broadcast facility. Even as technology advances and disk capacity grows and becomes increasingly affordable, so will data tape capacity and tape transport data rates. For the foreseeable future, broadcasters’ data architecture will remain the same: video server caches with data tape library archival storage. Both disk and data tape storage will continue to provide a solid foundation for many years to come.

By Paul Divall, managing director, Jasco Intelligent Technologies

Digitising archived broadcast footage – creating additional value

As we replace manual and paper-based processes and methods with technological innovations and automated processes, the digital age is rapidly permeating every aspect of our world.  Books, documents, sound recordings and the like are being converted for electronic storage, which is beneficial from a preservation and retrieval perspective. One such industry that can benefit from digitisation is the broadcast industry, particularly with regard to archived footage.

It’s easy to imagine warehouses and storage rooms filled with thousands of reels of broadcast recordings, taking up space, gathering dust and costing money. These physical repositories pose a risk and can easily be destroyed and lost forever. If not destroyed by fire or flood, these reels of film and tape will eventually degrade over time until they are no longer usable. By converting broadcast footage into a digital format now, broadcasters will be able to store archived footage safely and easily. In addition to being able to retrieve archived footage quickly, there are a number of other benefits that broadcasters will realise, through the digitisation of their historical footage.

It’s time to digitise the past

Southern African broadcasters host a sizeable collection of audio visual content that has specific value to our culture, society and history that has been built up as part of a mandate to document, preserve and conserve the audio-visual content for the purposes of informing, educating and developing our culture. These collections, particularly the 1-inch and U-matic tape formats, have suffered serious deterioration. Analogue media carriers and playback machines are now outdated, so reliability and maintenance thereof is becoming a major issue. Moreover, Video Tape Recorders (VTRs) are no longer in production and as such, there is a decline in the availability of spare parts or skilled technicians to service them. As a result, it is becoming increasingly important to digitally reproduce these creative and historic assets in order to preserve them for future generations to use, before it’s too late.

Television broadcasters are faced with two sets of demands when it comes to their archived footage. One demand is being made from within their own organisation where there is a need to archive their output and mine previous outputs as a source for re-runs or to create a free library of footage. This type of demand is echoed by other broadcast companies and production organisations that are looking for such footage. The other demand comes in from those who wish to service or capitalise on the demand for archival TV. This can be, for example, teachers or historians and online television distributors like ShowMax and Netflix, looking to capitalise on old programming. Where the broadcaster is a public one, the argument has been made that archived material belongs to the public, because they paid for it. By digitising this content, broadcasters can make it available (on a free or pay-per-use basis) and can showcase the diversity of material that they hold, making it available to researchers and consumers in a convenient form.

It’s time to reduce the cost of your archive

By transferring to a digital archive this will reduce facility costs and space requirements significantly, allowing for optimised workflows in a file-based environment. In order to keep a tape media archive for the next 10 years and beyond, the recommendations from SMTPE and the tape manufacturers is to maintain constant cold temperature and humidity requirements, which mirror the requirements of datacentres. As the data density of analogue media is low, the space and cost of maintaining the archives becomes increasingly expensive while availability of playback machines and spare parts are increasingly limited. Transferring the archive into digital format will reduce costs of the overall facility including temperature control, a reduction in space requirements whilst optimising workflow and access in a file-based environment.

It’s time to monetise the past

Once historical tapes or reels (as the case may be) and their associated metadata have been digitised, it becomes quick and easy to search for a specific broadcast, which is particularly useful in live streaming scenarios. For example, a spectacular goal from a memorable sporting match could be retrieved and inserted into a current live match.  As previously mentioned, digitised broadcasts could also provide a new revenue generation stream where this archived footage could be sold to other broadcasters and production houses. Every TV user is now accustomed to storing and retrieving programmes at home and this has been the case since VHS recorders became common in the 1980s, which generates an increased presumption that old shows and broadcasts must be available somewhere. Entire TV channels are built on the belief that archival material can find an audience well after its original broadcast and DVD releases of old shows continue to grow. It’s time for broadcasters to monetise these opportunities as new channels such as YouTube or Over the Top (OTT) services provide new demand for content and new ways to engage with audiences. Archival content is a unique asset, which could differentiate broadcasters from their competitors and reconnect them with their viewership.

How technology can help 

It’s time for broadcasters to put in place a solution to efficiently and effectively promote tapeless workflows from beginning to end, as well as a preservation solution that can work archived physical footage for storage in a digital file based server system. Technology exists that makes it possible to undertake large-scale mass preservation and digitisation and migration of audio, video and film archives, automating as much of the process as possible to eliminate the opportunity for human error.  This migration/digitisation is done in conjunction with restoration and treatment remedies to ensure that the digital footage is a faithful replication of analogue. Once audio visual content has been electronically converted, there are technologies that offer access solutions that are either automated or offer assisted indexation, metadata management and documentation based on open standards for interoperability. Such solutions are secure and sustainable, effectively hosting, preserving and storing for access and enabling monetisation with media distribution partners. Digitisation partners are able to train broadcast staff on how to operate and manage these solutions in order to maximise productivity and potential for additional revenue. In short, the time for broadcasters to digitise their historical broadcasts and recording is now. Not only will it simplify their processes and allow broadcasters to finally retire outdated playback technology, it will open up new potential revenue streams, and bring to light previously unconsidered opportunities for education and research as well.

By Paul Divall, Managing Director, Intelligent Technologies – The Jasco Group

Rupert Dalton celebrates 20-year milestone with Jasco Group

Jasco, a provider of end-to-end, best-of breed solutions across the ICT value chain, with a footprint across South Africa, would like to congratulate Rupert Dalton on reaching his 20-year milestone with the group and take this opportunity to commend him on his effort and contributions to the broadcast industry over the last 40 years.

Dalton’s nickname “Mr Sony” was earned through his love for the brand and a career that has seen him become a Sony advocate since working with the products from the word go. He got his start at Tedelex in 1975 as a technician fixing television sets.  Today he is the sales executive the rest of the Jasco staff turn to when they need to put broadcast solutions together for customers. His dedication and commitment to the industry shines through in everything he does. He is one of Jasco’s most well-liked members and is respected by all who have had the pleasure of working with him.

Described as a professional man who likes to have fun when the time is right, Dalton’s fondness of the phrase “never send a boy to do a man’s job” is well-documented. Most notably, he never shies away from a challenge. Such loyalty is rare and Jasco extends its thanks to Rupert Dalton for being a genuine asset to the company and wishes him and his family all the best and a speedy recovery through these trying times.

Jasco reveals local availability of Planar Transparent OLED display

Jasco recently announced the availability of the Planar LookThru Organic Light Emitting Diode (OLED) transparent display to the local market off the back of its recent distribution partnership with manufacturer, Leyard. The Planar LookThru OLED transparent display is pioneering technology that uses OLED technology to eliminate the need for a backlight or enclosure.

The Planar LookThru OLED transparent display allows users to view video content, digital images and text on a virtually frameless glass display with 45 per cent light transmissivity, while designers are now empowered to overlay digital content onto real objects or scenes positioned behind the glass.

“This transparent OLED display product allows marketers to create display experiences that were not possible previously. In so doing, it revolutionises the practice of storytelling by providing new surfaces for communication with a futuristic aesthetic that appeals to multiple industries and applications,’ says Paul Divall, managing director of Jasco Broadcast Solutions.

The 55-inch Planar LookThru OLED transparent display is self-emissive with brilliant picture quality, exceptional contrast and wide viewing angles. It is ideal for a broad range of applications including retail, corporate and museum settings, or integrated into any environment in which glass is used including room dividers and conference halls.

This display is available in two mechanical configurations – a model for table-top or ceiling-mounted installations as well as a model for flush-mounted installations and can be used in both portrait and landscape mode or tiled to create large, eye-catching video wall arrangements.

With optional touch screen interactivity that offers 32 simultaneous touch points, a brilliant picture quality in a large viewing size, the Planar LookThru OLED transparent display features proprietary Extended Ruggedness and Optics (ERO) technology to deliver a surface that is highly durable to withstand the rigours of high-traffic environments and interaction. Furthermore, the Planar LookThru OLED display comes with standard digital inputs including HDMI and DisplayPort, and can be fully controlled by using RS-232, LAN, Crestron and other control systems.

It is compatible with sources ranging from PCs and players to consumer video devices that rely on High-bandwidth Digital Content Protection (HDCP) compliance. “This is ground-breaking display technology that has application in many areas, with many functions. With the addition of touch interaction, these displays can be used to create incredible installation pieces and with these displays, glass can have all the benefits of interactive digital signage while allowing consumers to see the product or scenes behind the display,’ concludes Divall.

Jasco delivers Avid’s NEXIS software defined storage platform for media to the African market

Jasco recently announced the launch of Avid’s NEXIS software defined storage platform to the local market including sub-Saharan countries.

Avid NEXIS is the first software-defined storage platform for media, delivering dynamic virtualisation, adaptive protection and media-savvy collaboration so media organisations of all sizes can accelerate production and increase efficiency.

The solution is the industry’s first and only software-defined storage platform specifically designed for storing and managing media. Avid NEXIS enables fully virtualised storage so media organisations can adjust storage capacity mid-project, without disrupting workflows.

Powered by the Avid MediaCentral Platform, Avid NEXIS delivers unrivalled media storage flexibility, scalability and control for both Avid-based and third-party workflows. It has been designed to serve the smallest production teams as powerfully as the largest media enterprises and is the only storage platform built with the flexibility to grow with customers at every stage of their business – fulfilling a key tenet of Avid Everywhere.

Says Paul Divall, Managing Director of Broadcast Solutions at the Jasco Group: “We are excited to deliver this ground-breaking new software-defined storage platform to the local market which was launched at the NAB event held in Las Vegas earlier this year. At the event, it was honoured with TV Technology’s Best of Show Award and is resolving a number of challenges for broadcasters.”

“The software-defined storage architecture of Avid NEXIS is what allows customers to select components that meet their current needs, and easily expand storage capacity and bandwidth as their business grows. Avid NEXIS is also the only scale-out storage solution that enables customers to dynamically tune the system to ensure that high-priority workflows always have the capacity, performance and data protection levels they require. Customers can give critical projects maximum performance, while throttling back on less critical workflows. This ability lets teams react quickly to changes, adjusting performance and protection levels to match the needs of a project at any stage in the workflow.”

The unique modularity of Avid NEXIS enables teams to mix and match storage engines and elastically scale capacity from as little as 20TB to over 1.4PB in a single system, without any interruption in service or down time. All Avid NEXIS systems are powered by the Avid NEXIS – FS file system, so customers experience consistent performance, reliability and protection, regardless of configuration size.

“Avid created the category of real-time collaborative shared storage and media networking with Avid ISIS and Unity, and now with Avid NEXIS, we have reimagined the possibilities of shared storage for media production,” says Avid Chairman, President and CEO, Louis Hernandez Jr. “Avid NEXIS provides dynamic virtualisation, adaptive protection, and media-savvy collaboration so media professionals and creative teams can share and access media assets reliably from anywhere without overinvesting in infrastructure. Leveraging the power of the Avid MediaCentral Platform, Avid NEXIS provides customers the reliability they need today, the scalability for tomorrow, and the technology to take media production to the next level.”

Thanks to the openness of Avid MediaCentral Platform, Avid NEXIS works with all top media creation applications, including Media Composer, Pro Tools, Apple Final Cut Pro, Adobe Premiere Pro, Grass Valley EDIUS, and many more. Production teams can quickly access a shared pool of virtualised storage resources, which dramatically increases their efficiency.

The Avid NEXIS family includes several new storage engine options, designed to meet any scalability and density requirement. As the newest Avid shared storage solution, Avid NEXIS provides an easy transition path for existing users of Avid ISIS and Avid Unity shared storage solutions.

INFO BOX:

Avid Nexis range

  • Avid NEXIS – E4 – High-density integrated storage engine
  • Avid NEXIS – E2 – Small-footprint integrated storage engine
  • System director appliance – Increases Avid NEXIS scale and redundancy
  • Media pack – Pack of 10 drives with 20 TB or 60 TB of storage
  • Redundant controller – High-availability option for Avid NEXIS systems
  • Avid NEXIS – PRO – Professional-class integrated storage engine (successor to ISIS – 1000, providing an easy upgrade path for ISIS – 1000 customers)

Jasco implements broadcast learning studio at UFS

Jasco Broadcast Solutions has implemented a broadcast learning studio at the University of the Free State (UFS) for its film and media students, rivalling any commercial operation.

The studio provides the UFS’ arts, media, drama and film students with access to the latest equipment and technology in a broadcast working environment that is rapidly changing.

Says Dr Pieter Venter of UFS’ film and visual media school: “This investment was driven by the need to provide a broader platform of opportunity to UFS students. With the emergence of digital technology, industries are converging and the lines between theatre, film, television, media, marketing and agency outputs are blurred. Even though these sectors and disciplines are now more integrated, their roles are also more specialised.

“The 80m2 studio provides a ‘black box’ for our students to gain practical skills – from creating sitcoms to studio work or radio broadcasting. The studio will initially be tightly coupled with film and media honours studies, allowing students to produce a short film from start to finish, manage lighting, sound, editing and more. However, it will also be used by undergraduate students specialising in particular aspects of media production in their third year.”

The UFS Film and Media centre comprises a stage, a studio, video and audio control rooms, as well as a ‘cine’ hall for screenings. The equipment supplied by Jasco Broadcast Solutions includes four Sony PXW-X160 cameras for in-studio work; Shure audio equipment (microphones); Manfrotto tripods; a NewTek Tricaster Video Switcher for the control room; a Soundcraft Audio Mixer with JBL speakers for the audio control room; and a Panasonic Video Projector with a 7.1 Dolby surround processor with JBL speakers for the viewing room.

The UFS has also acquired four Sony HXR-NX3 Video cameras with accessories for field work.

“The studio was completed in August 2015 and as such, we are still in the development stage. Students are just getting to grips with the equipment yet we are already seeing much higher standards in terms of output,” says Dr Venter.

Jasco Broadcast Solutions played an important role in the specification of equipment. Adds Dr Venter: “The co-operation of the Jasco team was outstanding. They brought all their working knowledge – expertise and experience gained with large and small commercial broadcasters in South Africa – to the project, helping us identify exactly what we require in terms of functionality while also gearing us to scale up or extend our capabilities in the future.

“Jasco’s commitment and willingness to go the extra mile ensured a smooth implementation. We now have a strong foundation in place to support the re-alignment of our media, drama and related courses to accommodate new developments in the industry,” says Paul Divall, Managing Director of Broadcast Solutions at the Jasco Group.

“It’s been a privilege to help the UFS design and set up its Film and Media Centre, assisting to nurture a new pool of broadcast skills for the industry. It will provide students with a practical head start in an industry that is becoming increasingly important as digital takes hold and more people consume visual media in every aspect of their daily lives.

“Jasco’s 20 years’ experience with leading brands and technologies stood us in good stead with the design and commissioning of the UFS centre. We look forward to a long relationship with the UFS as it helps to develop new talent for the local industry.”

Leyard appoints Jasco as regional systems integrator for Southern Africa

Leyard Europe, a leading global technology provider of LED displays, has appointed Jasco as its regional systems integrator (SI) for Southern Africa. The appointment will assist Leyard to expand into a new geographical region and further grow its market share. In addition, it will enable Jasco to extend its offering with the inclusion of LED displays, complementing their existing solutions. The partnership will also provide broadcasters in the region with access to professional, tailored LED display solutions.

“Leyard’s technology addresses a need in our own product portfolio, and enables us to cater to a growing requirement for broadcasters to upgrade to LED screens within the Southern African market…’ says Paul Divall, managing director for Jasco Broadcast Solutions.

Jasco will engage with customers to determine their individual requirements, and then design systems in partnership with Leyard. Jasco will also be responsible for installation, commissioning and support of the systems, as well as integrating the displays into the greater broadcast studio solution.

“While our initial focus will be on the broadcasting sector, which is aligned to Leyard’s target market, Jasco also has access to the wider corporate market within the region. We will therefore be exploring corporate applications for these LED displays in future, assisting to broaden the application for Leyard’s solutions and further grow their market share in Southern Africa. We look forward to a successful and mutually beneficial partnership,’ Divall concludes.

For more information visit the Jasco website.

Jasco reports strong interim results

Jasco Electronics Holdings Limited (Jasco) has announced results for the six months ended 31 December 2015. The operational performance of the group improved significantly against difficult market conditions, with all businesses contributing to profits. Strong order book and prudent cost management delivered operating profit growth of 290%. The Carrier and Intelligent Technologies businesses – representing 58% of the group’s revenue – delivered strong results and management’s focus on the Enterprise business resulted in its return to profitability. The investment in M-TEC remains classified as “held-for-sale’, with the 51% investment therefore not equity accounted. The final suspensive condition of formal approval from the Competition Commission is expected during the next few months.

Commenting on the results, Jasco’s CEO, Pete da Silva, said, “We are extremely pleased with the improvement in results, especially against the tough market conditions. We have focused on driving sales, with our order book up 24% from December 2014 and a focus on cost cutting resulting in 6% cost savings. The majority of our businesses delivered strong results, with all businesses now profitable, including the previously under-performing Enterprise.

“We continue to focus on a number of key initiatives to ensure continued improvement. Although the gearing ratio improved from 73.3% at June 2015 to 64.8% at December 2015, we want to see a further improvement, which is expected after receipt of the M-TEC sale proceeds. Enterprise is now profitable after strong action taken, but we will focus on the execution of large projects to achieve the required revenue. We remain focused on improving working capital. During the first six months, the main drive was on volume and profitability in the Carrier business, which necessitated a greater investment in working capital. This investment will translate into cash inflows in the second half. A close watch will remain on the inventory and accounts receivable levels in the group.’

Jasco helps e.tv implement digital archive

When e.tv launched its multi-channel offering in October 2013 through Openview HD
satellite and began to diversify its content on digital platforms, the need for digital
archiving and long-term content storage became imperative. The channel turned to
Jasco Broadcast Solutions and the Oracle DIVA Content Management System (CMS)
to provide the solution.

With volumes of digital content continuing to grow, e.tv required a stable digital
archiving system that would allow for efficient archival and retrieval of footage.
This would allow the channel to more effectively repurpose and repackage existing
content, both for internal use and commercial exploitation. The solution also needed
to incorporate archival and storage of all legacy content, raw footage, clips, stills,
and supporting documents – both electronic and paper-based. One of the most
pressing requirements was the ability to index all footage comprehensively and
accurately, to ensure the ability to locate and retrieve specific clips on demand.

“Previously, we had relied on a manual process of browsing and retrieving footage
by viewing tapes and finding appropriate clips. This was both time consuming and
labour-intensive, and was becoming increasingly inefficient, especially given the
increasing volumes of content we were beginning to produce. The move from
analogue to digital archive workflows and storage on open standards (LTO) data
tape was therefore a logical step. Our goal was to improve efficiencies in organising
and storing content to enable monetising of completed programming and raw
footage for clip sales,’ explains Nohra Moerat, general manager, Group Libraries
and Archives at e.tv.

The Oracle DIVA CMS (previously Front Porch Digital DIVArchive) was identified as
the solution to address these requirements. Further requirements included the
ability to integrate with iAcquire and iFind from IBIS, the Media Asset Management
solution identified by e.tv for the implementation of the digital archive project. The
end goal was to implement a fully integrated digital archive and storage solution
customised for e.tv’s requirements. As the local agents for the Oracle CMS range,
Jasco Broadcast Solutions was chosen to deliver the solution. Jasco provided an
end-to-end system, including installation, support, integration and maintenance, as
well as on-site training.

“Project implementation began in 2014 and went live in May 2015. The
implementation of the Oracle DIVA CMS solution was overseen by our technicians
and managed by e.tv’s IT support team, who also received training from Jasco to
enable them to administer and maintain the system as well as support the end
users,’ says Rupert Dalton, sales executive, Jasco Broadcast Solutions.

The new centralised digital archiving solution is expected to deliver numerous
benefits to e.tv to assist them with improved efficiency and accessibility of their
digital archives, a factor which is of particular importance in a growing, multi-channel television environment.

Jasco announces new features to DataVoice Libra Recorder

Jasco’s latest update to the DataVoice Libra Recorder, Libra V9.0., offers a number of new features and functionality enhancements to the enterprise-class voice recording, storage and retrieval solution. One of these is the Genesys eServices Recording module which allows for the recording of all non-voice interaction channels within a Genesys contact centre environment such as email, web chat and social media interactions. Jasco provides smart technologies solutions across multiple disciplines including telecommunications and information technology.

“The new module is tightly integrated with both the Genesys contact centre platform and the Libra recorder. It was developed in response to market demand and prevailing trends, dramatically extending the DataVoice offering for Genesys contact centres and addressing the growing requirements of the multi-channel contact centre,’ says De Villiers de Wet, manager of Product Development at Jasco.

The solution presents voice and eServices recordings seamlessly within the familiar WebRecall interface. This ensures that the new functionality can be leveraged without the requirement for additional user training. In addition, quality management of customer interactions can be easily extended to incorporate a variety of non-voice channels. This is increasingly important given the growing number of interactions that take place outside of the traditional voice channel within the contact centre.

Quality management of eServices interactions is the main driver behind this offering, as developing effective and intuitive customer service is a critical competitive differentiator in contact centres. The DataVoice Quality Management module links seamlessly with the eServices recording module and now allows quality assessors the choice of randomly selecting voice and non-voice interactions for agent assessment purposes.

“The eServices Recording solution starts to record screen activity automatically the moment a specified interaction is presented to the agent, whether or not they accept the interaction. Screen recordings of eServices interactions can therefore be used for a number of purposes in the contact centre besides quality management, further extending the value of this solution. For example, agents ignoring eServices channels can be identified easily and any abuse and misconduct can be identified. Non-compliance with processes can be addressed and the efficiency of workflows around non-voice interactions can be assessed. These screen recordings can also be used for training purposes to show agents what to do
and what not to do in various scenarios,’ says De Wet.

In addition, selected elements from the Genesys User Data fields can be captured to enrich the recording metadata. This includes email addresses and subjects, interaction IDs, customer reference numbers, names and more. This helps to tie various related interactions together for improved case management and enables use of the built-in Quick Filter mechanism on any of these fields to easily find related interactions. This solution also supports recording in multi-tenant and hosted Genesys environments.

“Contact centres constantly need to focus on improving customer service, and the more information they have available the more they are empowered to do this. By incorporating non-voice interaction recordings with voice recordings and enabling them to be linked and searchable by metadata, contact centres can improve the quality of agent interaction as well as the service they offer customers, while leveraging next-generation interaction channels,’ De Wet concludes.

Libra V9.0 and the new Genesys eServices Recording module is available immediately from Jasco Enterprise and its other sales channels.

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