Out With the Old, In With the New

We are flexible and will work with you to find the best method that comfortably fits your security specifications.

In many cases, an XPAND project will process output data generated by our XTRACT service. Thus, we will likely already have the access we need to do the work.

Otherwise: we can do the work on virtual machines in the cloud, or VMs in your IT environment (you will need to provide remote access), or you can simply ship us the data on a portable hard drive.

Our primary goal is to convert recordings to an audio file format which is guaranteed to replay on any modern computing platform (Windows, MacOS, iOS, Android).

A key deciding factor is what you plan to do with your extracted audio. Is it solely to satisfyyour retention rules or to resolve an occasional customer support issue (in which case you probably want to minimize storage space)? Or will you run speech analytics software in order to perform speech-to-text conversion or gauge customer satisfaction (in which case you want to maximize audio quality)?

If minimizing storage is your goal, then we recommend WAV files with GSM 06.10 compression. If maximum audio quality is your priority, then we recommend WAV files with G.711 compression (which also supports stereo). Other file formats and compressions are also available on request.

Our default metadata format is tab-delimited UTF-8 text. But with our XPAND service, we can convert to any text format. Depending on the expected destination for the extracted audio, this might be XML (for subsequent import into ASC), CSV (for import into Verint), TXT (for import into Red Box), or even Excel (for smaller jobs). As long as you can provide a spec, we can usually convert into it.

Check out our list of supported metadata target formats. Even if your format is not on our list, we can probably generate it if you provide the spec.

XPAND pricing is based on the total volume of recordings processed.

Depending on how many and often you need to access the recordings, you have several possible options:

• In the simplest case, we can store the call catalogs in Excel sheets with hyperlinks to the audio. Then, you can search the Excel for the call of interest and click to replay. This works well for small collections (less than 2 million recordings).


• Alternatively, we can deliver the audio on a portable hard drive with file folders arranged by year, month, and day. We can also name the actual WAV files to contain the timestamp and agent name, Then, you can simply browse to the folder for the date of interest and listen to the WAV files until you find the right one. This basic method can work well if you only retrieve recordings infrequently (perhaps a few times per month or less).


• Alternatively, we can provide Continuity Replay software (from our business partner, Wilmac). Continuity Replay provides a browser-based multiuser interface for easy search and replay of your audio.