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Recording for every business eBook: Call Recording - A Look at How it Works and What it Does

Call Recording Featured Articles

Enghouse Interactive Expands Quality Management Suite
Enghouse Interactive has released Enghouse Interactive Quality Management Suite 5.3, the latest version of its contact center solution enables IP call and computer recording and monitoring so managers can document customer interactions, and identify and address areas that need work.

Call Recording Week in Review: Easier Than Ever to Use
Call recording is just about everywhere these days, from the 911 call center to your smartphone. With such proliferation, there is always plenty of news buzzing around this evolving technology. Let's take a look at some of the top call recording stories from this week.

How to Enable Call Recording on the Galaxy S5
Call recording is a very useful feature for a variety of reasons-such as for training, monitoring, and quality assurance purposes-yet it remains unavailable on quite a number of the most popular mobile devices due to its legality in some parts of the world. Different countries and even different states here in the U.S. have their own call recording laws, causing mobile device makers to err on the side of caution and ship their handsets without call recording activated.

VoIP Eases Call Recording Integration
Voice over Internet Protocol (VoIP) services are making it easier for businesses to integrate call recording into their phone systems because many VoIP providers are bundling the technology as part of their product offerings.

Spok Wins DOD Certification for Three IP Telephony Solutions
One of the world's leaders when it comes to call recording, quality management and 911 call center support announced earlier this week it won a contract from the United States Department of Defense. Spok, Inc. has received Joint Interoperability Test Command (JITC) certification and is now listed as one of the trusted firms and is on the approved products list for the DOD.

Call Recording Week in Review: Keeping Customers Satisfied
In today's customer-centric world, it's important for companies to not only hear their customers, but to actually listen to them as well. Call recording allows companies to do both, by capturing calls and then using advanced analytics and recognition technologies to glean valuable, actionable information from them. Let's take a look at some of the highlights from the week in the call recording space, with many organizations and businesses looking to improve the process.

Evolve IP Wins OrecX 2014 Global Partner of the Year Recognition
Evolve IP has been helping businesses improve employee productivity in the office and on the road with its unified communications (UC) suite; fully integrating voice, video, instant messaging & presence (IM&P), desktop sharing, and audio/Web conferencing.

Australian Taxation Office Chooses Voiceprint Software
When it comes to taxes, everyone wants their refund as soon as possible. Unfortunately, taxation offices are clogged with calls and there are not enough people to answer questions. In the United States, for example, the average wait time to talk to a representative was 30 minutes to one hour in 2014. This long wait time is frustrating for most callers, and many simply hang up.

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Tech Talk Featured Articles

Transera Unveils Customer Engagement Analyzer 2.0
Recording and understanding customer interactions is a vital aspect of customer service for a contact center. They employ various technologies to record this important data.

Encrypted Phone Calls will Protect Mobile Phones from Tapping and Other Intrusions
Encrypted phone signals are one way to gain an edge over eavesdropping practices, but generally these are limited to hard-line and VoIP phones, and don't always transition to mobile. Today however, several call encryption apps exist that allow smartphone users to curb the effects of eavesdroppers by encrypting their mobile calls.

OAISYS Wins TMC's CUSTOMER Magazine 2012 Product of the Year Award
OAISYS has announced that the company's Tracer with Mobile Recall product has received the CUSTOMER Magazine 2012 Product of the Year Award from Technology Marketing Corporation (TMC). Mobile Recall products enable OAISYS Talkument and Tracer software solutions.

omNovia app now includes Recast technology
omNovia Technologies, a company that provides webinar and webcasting solutions, recently announced an addition to its mobile app. The company has now featured its mobile app with omNovia's Recast technology which now allows the users to replay omNovia hosted webinars at their convenience in an interactive mode.