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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

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.

Agents Need a Boost? Try Call Recording
It's common knowledge that call recording is something companies use as a means for monitoring and quality assurance. You've probably heard the phrase "this call may be monitored/recorded for quality assurance" when calling into a customer care center. On the business side of operations, call recording offers so many integral pieces of information, and helping agents is one of the reasons why.

Voxer Takes Messaging to the Next Level
We love our mobile messaging. Take a look around - the vast majority of people are walking around with a mobile device in their hands and, aside from playing a few rounds of Candy Crush Saga, that device is primarily used for keeping in touch. Maybe it's with friends, maybe it's with the folks back in the office. Maybe it's Mom who texted to ask what you wanted for dinner tonight. We are in a mobile messaging era.

Call Recording Week in Review: From Business Apps to Politics
As the world expands its communications from wireline into the mobile sphere, call recording is changing shape, becoming more versatile and ubiquitous for businesses and everyday consumers alike. This has caused the legal landscape to shift concurrently, and companies must keep up with new compliance laws. With so much change, there is always plenty to talk about in the call recording market, so let's take a few moments now to look back on the highlights from this week.

Dell Announces Virtual Smartphone App with Call Recording for Enterprises
Dell officially announced a new offering it will be bringing into the Enterprise Mobility Management market: a "virtual smartphone" app designed to help employees balance work and personal usage of their device as well as help companies manage security and expenses of their employees' business phones. This is Dell's solution to the Bring-Your-Own-Device issue that many businesses have complained of and many telecom companies attempt to address.

Bass Pro Outdoor World Settles Call Recording Lawsuit
Call recording has come under intense scrutiny during the last couple of years because of the many litigation cases filed against companies recording calls without prior permission of customers. Most of these lawsuits have been based in California because this is one of the few states that require permission from both parties to record calls. In most of the other states, it is enough to get the consent of one party, usually the one that is recording the call.

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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.