Voice Data Champions

ex-oh-vox.

At XOVOX, we work closely with you from the start. And nothing is cookie cutter. We begin by defining your project using a detailed questionnaire. Questions include: how many files (and/or tapes or disks or databases) do you have? Where is the data located? How will we access it? What is the final destination for the output?

Once we have a clear understanding of your needs, we prepare a customized proposal. Our process includes:

• Material Review and Confirmation - Upon project initiation, we immediately do an inventory of all of your provided materials, including archived files, databases, tapes, and disks.


• Doing the work - We then proceed to convert your audio.


• Delivery - We deliver the audio and metadata in your requested format, along with an inventory of the delivered files. If there were any recordings that were not retrievable(e.g. due to corrupted files, damaged media, recorder error), we will provide a list of exceptions.

After delivery, you will have 30 days to review the files before the project is considered completed.

This varies depending on the amount of data involved and the scope of the work. Individual assignments have ranged from a few weeks to a year.

Our customers range from small companies or agencies with a single tape, to global Fortune 500 companies with multiple business units and billions of recordings. We also maintain partnerships with recorder manufacturers, recording equipment resellers, system integrators, and speech analytics providers. Some projects are one-time engagements (e.g. retrieval of a few recordings to be used as evidence in a criminal investigation), and others are open-ended (e.g. ongoing daily conversion of contact center recordings to be subsequently ingested into a speech analytics engine).

We will help you to immediately scope your project and its complexity. It is likely that we’ve seen similar projects in the past and we can share our experience. We can also quickly provide budgetary pricing and project methodology so that you can begin your internal discussions with the decision makers in your company relating to project cost approval and data security.

We guarantee the accuracy of everything that we deliver. We also recognize that the recordings we deliver may not actually get replayed until years later. If a question arises, you can always reach out to us to help interpret the data (this frequently happens in legal cases). Upon request, we can also provide a signed legal attestation about our work on your project, our conversion process, our business credentials, and our statement of accuracy. We also do business with many intermediary partners (rather than directly with end customers), including voice logger manufacturers and their resellers, system integrators for call centers, law firms, and forensic investigators.

A voice logger is a system which automatically records telephone traffic. They are typically found in companies with internal phone systems which range from tens to thousands of extensions. For older phone systems, the voice logger is typically an on-premise piece of hardware device that is connected to the PBX and stores the recordings on disks or tape.

In newer VoIP-based phone systems, the recorder is typically a piece of software that can be either installed in an on-premises machine with the recordings stored on a locally; or it can be cloud-based (e.g. AWS S3) for recording and storage.

A voice logger always saves the recorded audio along with accompanying per-call metadata (including start/stop timestamps, phone extension, Caller ID, dialed digits, and often more) that is incredibly helpful when you are making key product, operational, and marketing decisions .

XOVOX can export call data from most voice loggers which have been used over the past 30 years. See our roster of known equipment and versions here. We can convert your recordings and accompanying per-call metadata into any open format so it can be seamlessly uploaded to your new system, provided there is a published specification (see our roster of known target loggers here). If you don’t have a target system, you can use our Continuity Replay service.

Yes, we are increasingly being asked to convert chat. We have done it for the Red Box, Verint, Genesys, and CIsco chat formats. And we can do it for others.

If you choose to ship us your data (via disks or tapes or download), we will process it in our secure facility. Alternatively, if you upload your data to the cloud, we can process it on cloud-based virtual machines (within your cloud subscription or ours). Or if you prefer, you can deploy temporary Linux machines in your on-premise data center and provide us with VPN remote access to do the work. Or we can even travel to your location with all necessary equipment (servers, tape readers, etc.) and do the job in your house.

Our end customers are usually companies or public agencies that record based on their business requirements and/or government regulations. For example, a life insurance company may record and save all customer interactions for the lifetime of the policy (which might span decades). A stock trading floor typically records all transactions in case there is a dispute (did the trader say “one million shares” or “one billion shares”?), in addition to government regulations which might require 7-year retention of all recordings. An emergency 911 hotline records everything because it might be needed as evidence in a court trial which might happen years after the incident.

We also do business with many intermediary partners (rather than directly with end customers), including voice logger manufacturers and their resellers, system integrators for call centers, law firms, and forensic investigators.

XOVOX staff has decades of accumulated knowledge in the telecommunications and data conversion fields. XOVOX engineers have previously worked at Bell Labs and many of the leading data conversion laboratories. We work directly with your raw data without the need for the original recording equipment. If we have not previously seen your particular recording platform, we can usually figure out how to extract based on our extensive experience with other equipment.