PortNexus Licenses Vianix MASC

PortNexus, a national AT&T dealer  and provider of Associate, an end-to-end enterprise solution for capturing, managing, and transferring verbal information into a centralized system for work processing, last week selected Vianix’ MASC as the voice standard forAssociate on the Microsoft Windows Mobile Platform, which targets mobility-based dictation and transcription workflows provided to medical, legal,field service, and professional users.

PortNexus has selected MASC for enhancing the quality of the voice files in a mobile environment. PortNexus tests proved a better than 40 percent increase in voice quality on Pocket PC Phones enabled with MASC.

"MASC upgrades the off-the-shelf Pocket PC Phone, changing it from acceptable to exceptional. This 40 percent improvement in quality will prove to be the difference between satisfaction and frustration with advanced offerings such as voice recognition from the mobile device," says Steve Jones, PortNexus’ president and CEO. It is so important to the future of our technology and delivery of perfection to professionals that do not have time to waste on re-training of voice automation systems that from this date forward all Pocket PC Phones configured by PortNexus and our partners will incorporate MASC. We are pleased to find a partner that is as passionate about advancing technology in pursuit of customer excellence as we are."  

Bernard Brafman, Vianix’s vice president of sales and marketing, said, "PortNexus’ vision for enhanced mobility solutions broadly deployed in key vertical industries is in ideal alignment with Vianx’ value proposition of highest-quality voice processing.  We are elated to be working with such a top-notch technical and marketing organization"

Paul Gaylie, PortNexus’ chief technology officer, says, "Our pursuit of perfection in providing best sound recognition on the mobile platform has been achieved through this handshake in technology integration. This advancement now makes technology solutions such as voice recognition delivered at a professionally acceptable level a reality."

The news came just a week after Vianix announced a mobile phone duplex call recording solution based on its PocketTalk Enterprise Pro (PTEP) dictation and recording application.

Call recording has become an integral part of enterprise communications with customers. It is a natural extension of enterprise and contact center call recording to include mobile devices for a variety of field roles.  Companies who have enjoyed rapid return on investment with call recording and speech analytics solutions for quality assurance and process improvement "inside the walls" may now broaden that capability to independent exchanges between their field personnel and their customers outside those systems.

Based on customer inputs, and in coordination with partners, Vianix has developed an end-to-end solution that adds important value to the enterprise call recording market.

In typical usage, for example a mobile call between a field service person and a customer, the call is recorded on the service person’s mobile device using Vianix’ PTEP application and MASC technology. The recording is then sent to a media server over an IP data network based on the availability of a data connection such as a 2.5 or 3G data network or an 802.11 WiFi network, using email, FTP, or other standard protocols. The call recording application also sends signaling information about call characteristics, such as time of recording and caller information, to a signaling server using a specific signaling protocol between the client and the server.

Operation modes for the voice recording include:

• Auto mode: This is the default mode in which call recordings of the field personnel’s conversation are recorded seamlessly without the user’s knowledge and can be transmitted to the server once the call is complete.
• On-Demand mode: This is a mode for selective recordings (for supervisors/managers) to control the recording application while on, or before a call starts or proceeds.
• Dictation/Tape-Recorder Mode: This is a mode in which the user dictates and stores the recording in the server for later processing, such as transcription.

Recordings can then be accessed via web portals and played on PCs using Vianix’ MASC software. The signaling information can be integrated into a database server as required by the customer or can be provided as an ASP or SaaS service by any service provider. The servers can be installed behind enterprise/corporate firewalls or in an open environment.  

The solution is available today on mobile devices with Windows CE or Windows Mobile 3, 5 and  6 versions and a Java-based signaling server.  Vianix’ partners are available to provide complete end-to-end solutions with mobile duplex voice recording for a variety of enterprise, service, and government needs.