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Recent News from CXM

CXM v5.2 Helps Clients Optimize Recording Capabilities

August 11th, 2016

Key Enhancements focus on streamlining network bandwidth and alerting

HOUSTON, TX  August 11, 2016 -  CXM announces the general availability of version 5.2.  This interim release includes enhancements to optimize network bandwidth utilization mirroring phone system deployment strategies and other network management considerations.
The default payload size and commonly recommended IP payload size for phone systems is 20ms.  However, depending on network settings and voice optimization, 10ms and 30ms payloads are becoming more commonly deployed.  CXM has added support for 10ms and 30ms payloads for Avaya, Cisco, and Mitel phone systems.  For Avaya and Cisco, this is supported with either G.711 or G.729 codec.  This enhancement provides a wider range of support to meet our client’s needs, allowing them to choose the deployment methods that best meet their network quality of service requirements.
With most phone systems operating on VoIP, there can be network issues that block specific phones voice traffic from the recording servers.  Tracking down these issues can be troublesome and time consuming.  CXM has created enhanced alerting capabilities to report when a call is seen in phone system data, but no audio is presented for recording.  This allows the technicians to quickly diagnose any network issues that might prevent proper recording down to the individual phone.
Recording PC screens requires a lot more processing power than recording audio.  For larger centers, keeping track of licenses and load balancing the servers can be challenging.  In this release, CXM now provides load balancing for screen servers.  This prevents clients from needing to define the specific local server; making upgrades, desktop replacement, and agent turnover much easier to manage.  This can also act as redundancy capability, allowing the agent screen recording client to reconnect to an alternative available server if one goes down.
CXM has recorded radio transmissions along with call recordings in security and emergency response environments for nearly 15 years.  Typically, these environments include EMS or campus dispatch systems where the calls and radio recordings are all part of the same department.  When there are multiple departments involved, or in outsourced support environments, a desire to control user access to the radio recordings is required.  CXM has now aligned user permissions on radio tower recording with the rest of the business. 
Current CXM maintenance customers will receive the upgrade at no charge and should contact the CXM help desk online at to learn more about scheduling the upgrade.  
CXM stands for Customer Experience Management.  Nearly 20 years ago, a client in the financial industry was in need of a call recording solution, but found the available systems to be difficult to use and expensive.  CXM set out to solve this customer’s pain and still drive development around customer needs.  CXM has grown from a recording system to a robust workforce optimization suite. CXM still focuses on one single thing – simplicity. With a simple intuitive interface, CXM delivers results that help our clients protect their business and exceed customer expectations. For more information on CXM, call us at 1-866-400-4296 or learn more at