用語集
録音データ解放・プラットフォーム移行・コンプライアンス eDiscovery の主要用語解説。
- NMF (NICE Media File)
- A proprietary audio container (.nmf) used by NICE recording platforms. It may internally wrap G.729A, A-law, µ-law or ADPCM audio and requires a dedicated parser to extract into standard WAV.
- Data Format Liberation
- The process of extracting audio and data locked inside proprietary recording systems and converting it into open, future-proof standard formats (e.g. WAV, MP3, JSON metadata).
- Recording Platform Migration
- Moving historical recordings and their metadata from one (often decommissioned) recording system to a new platform or cloud, completely and in a compliant manner.
- eDiscovery
- Retrieving, reviewing and producing electronically stored information — including call recordings and chat — for litigation, regulatory inquiry or compliance review, typically requiring searchability, export and chain-of-custody.
- Compliance Retention
- The obligation to retain call/chat records for a mandated period under regulations (e.g. financial MiFID II, telecom, healthcare) while keeping them searchable and retrievable.
- CCaaS (Cloud Contact Center)
- Contact Center as a Service — a cloud-delivered contact-center platform. Migrating to CCaaS usually requires first liberating historical recording data from the old platform.
- Speech-to-Text (STT)
- Technology that transcribes audio into text — the foundation of speech analytics, quality inspection, search and compliance review. Proprietary formats must first be converted to standard audio for high-quality transcription.
- Dual-Channel Recording
- Recording the agent and customer on separate left/right channels, which simplifies speaker separation, quality inspection and sentiment analysis. Channel separation must be preserved during format liberation.
- Transcoding
- Converting audio from one codec/container to another (e.g. G.729 → PCM WAV) — a core step in format liberation and platform migration.
- PII Redaction
- Detecting and masking personally identifiable information (e.g. card or ID numbers) in recordings or transcripts to meet privacy and compliance requirements.
- Interaction Analytics
- Automated analysis of large volumes of calls/chats to surface topics, sentiment, compliance risk and service-quality insight — dependent on high-quality voice data and transcription.
- Chain of Custody
- A documented trail of how data was handled and by whom, from creation to production, ensuring its integrity and admissibility in eDiscovery and compliance contexts.