Call Recording Featured Articles

  • Call Recording Week in Review: Compliance, Security & Call Scoring
    Call recording remains an important function in the communications market not just for the call center industry, but even businesses that must remain complaint and secure. This week's Call Recording articles highlight the importance of each of these use cases for call recording and offers reasons why businesses of any size should take note.
  • How to Take Compliance to a Place of Value in Call Recording
    When making a phone call, the opportunity to implement call recording is likely not top of mind. We simply have something to accomplish, an individual we need to connect with to accomplish a bigger goal. We make the connection, get the information we need and move on. In some industries, this kind of connection works well. In others, it's not enough to protect the professional or the client on the other end of the line.
  • Make the Most of Your Recorded Calls with a Call Scoring Function
    Quality management, critical to the success of a customer support program, often involves recording calls. (The more, the better, the conventional wisdom says.) So now you've implemented call recording, and you've recorded a bunch of customer-agent interactions. Now what? Can you search them? Do you have a tool to analyze them? Are they easily accessible? How do you score them? Can you share them with other agents as examples of best practices? If your call recording is just that - static recordings that take up space - you're not likely to get much "quality" traction out of them.
  • The Biggest Threat to Your Business Could Be Internal
    While the tactic has the potential to work well, understanding the human psyche of everyone in the office is another challenge I won't likely undertake, and mine is a small office environment. The larger enterprise has a bigger challenge, implementing and supporting a culture where every employee is trusted to maintain a higher level of integrity. Even with personality testing and training in place, there's still a need for call recording.
  • MiaRec's New Call Recording Tools Go Well with Cisco
    Call recording has long been recognized as a powerful tool, one so powerful its use comes with regulations. MiaRec has made its own call recording tools even more powerful with the addition of some new features, and the new features work particularly well with Cisco in mind.
  • Call Recording Week in Review: Privacy and Call Recording, Just in Case, Numonix, Vital Communications
    The news that comes into Call Recording has always been part of a double-edged sword. On the one hand, businesses can protect themselves and their customers with records of their interactions; on the other, privacy becomes a factor when customers know their words can be placed in a database. This week, TMC tackled that divide and also remarked on the value of call recording in businesses, a new Just in Case product that can put some power back into the hands of consumers, and new software release from Numonix and Vital Communications.
  • How You Can Create New Opportunities with Call Recording
    When it comes to the value of recording calls, we tend to think the activity only has a place in the contact center. We understand why call recording is a priority in this space. We're reminded each time we call that calls may be recorded for quality and training purposes. It makes sense and we really don't care if they need to later refer to our time on the phone discussing the intricacies of a billing question.
  • Just in Case: The Covert Case for iPhone Call Recording
    Just in Case manufactures slim iPhone cases with the hidden ability to record both sides of a user's call. This is an elegant, hidden solution to the iPhone's lack of built-in call recording software, and a way to break the stranglehold of apps and 3rd party software that have been the only recourse of iPhone users who want to record calls.
  • Numonix Announces Integration for RECITE Recording Solution
    Business calls can be a tricky endeavor: They're usually scheduled for a specific time, and everyone wants to get through them and get back to work, so it always helps to have a reliable recording solution in place. This way, if there is ever a question as to what was agreed on, a recording of the call can save the day.
  • Americans Divided On Government Surveillance
    How much do we want to be monitored? This is a question all citizens examine at some point. We demand privacy and yet we want protection. The debate over the rights of the many outweighing the desires of the few comes into play when the government is involved. Some are trusting and some are not. Some want call recording and others deem it invasive.
  • Call Recording Week in Review: Business Systems UK, 02, TelStrat, NewVoiceMedia
    Call Recording at TMC this week focused on the ease of modern call recording, Business Systems UK's use of the O2 Mobile Recording service, TelStrat's capture of a TMC Product of the Year Award, Interactive Design Institute's choice to use NewVoiceMedia outbound calling software, and a controversial proposed law that relates to privacy and access to body camera footage.
  • Controversial New Jersey Bill Will Change the Way Civilians Access Cop Body Cams
    If a New Jersey state lawmaker has his way, police video and 911 recordings would be exempt from public records requests. The proposed law has generated considerable controversy as opponents feel that it would prevent the public from holding law enforcement agencies accountable. It also raises concerns about protecting the privacy of those who are being filmed during encounters with law enforcement.
  • Interactive Design Institute Chooses NewVoiceMedia for Outbound Calling
    Interactive Design Institute (IDI) has announced its choice to upgrade its outbound calling operations with the addition of the NewVoiceMedia ContactWorld for Sales cloud-based software.
  • TelStrat's Engage WFO Wins 2016 CUSTOMER Magazine Product of the Year
    TelStrat International is celebrating a new award win for its Engage WFO platform, which was selected by TMC to receive a 2016 CUSTOMER Product of the Year Award. The 2016 CUSTOMER Product of the Year Award recognizes vendors that are advancing the call center, customer relationship management (CRM) and teleservices industries through capable solutions. Products chosen to receive the award tend to enable their clients to meet and exceed the expectations of their customers.
  • Business Systems UK Now Offering O2 Mobile Recording Solution
    Organizations in certain sectors that deal with sensitive information are required to maintain recordings of all phone calls with customers, and a wide array of solutions are in place that provide the means of doing so for traditional landline infrastructures. However, following the worldwide explosion of mobile device adoption among consumers and the subsequent implementation of them into organizations' communication strategies, the need arose for a more flexible solution that can record calls as well as other types of interactions across a limitless variety of devices.
  • Add Call Recording, Performance Management and Call Scoring to VoIP Telephony
    The days of call recording being an onerous process, luckily, is over. Cloud-based solutions allow companies to store recordings at their provider's data center, which frees them up to record 100 percent of calls, if they want.
  • Lawful Intercept Workshop Returns to ITEXPO 2016
    Unlike the physical world, where the number of suspects of a particular crime are limited to one geographical area, in the digital realm there could be tens of thousands of perpetrators from every imaginable part of the world. This has resulted in security being one of the biggest issues for today's companies, not only for CEOs and CIOs, but everyone within an organization. To help address rising security threats, the 2016 ITEXPO, held from January 25-28 in Fort Lauderdale, FL. is going to host its Lawful Intercept Workshop once again.
  • Wilmac Agrees to Resell VPI Empower WFO Software Applications
    As a provider of workforce optimization, business intelligence (BI) and analytics software for contact centers and public safety, VPI is combining its product line with Wilmac so they can offer their customers comprehensive products in these segments. This agreement will allow Wilmac to start selling the VPI solution in the U.S. and Canada.
  • Five9's Virtual Contact Center Deployed by Major Finance Firm
    Cloud contact center software provider Five9 recently announced that a major financial services company has selected the company's Virtual Contact Center (VCC) to upgrade its customer service abilities.
  • New Tracking Options Mean Better Support and Sales Opportunities
    If used right and not in a creepy way, knowledge such as browsing habits can help contact centers immediately engage intelligently with callers. If a customer has been searching help forums for information on a specific product issue, for instance, this data can greatly improve how customer service agents can resolve the request.
  • UniVoIP Office Connect Hooks Up With Skype for Business
    Communications in the office today is more important than ever; with customers wanting more and more varied ways to connect to a business and an increasingly distributed mobile workforce needing to stay on the same page, businesses are stepping up communications to help accommodate everyone's needs. UniVoIP recently launched its OfficeConnect Enterprise phone system, now with integration with a popular new tool in office communications, Skype for Business.
  • GWAVA Releases Retain 4.0 with New Features, Enhancements
    While archiving was traditionally limited to simply archiving email, often for regulatory compliance, regulations now often require management of all electronic communication data and all of this data must be readily available. This is Archiving 2.0 and it requires a much greater effort from organizations. Fortunately, Retain 4.0 offers all the functionality needed to fulfill Archiving 2.0 requirements.
  • NetScout's Service Assurance Platform Now Includes Support for SIP Trunking Services
    NetScout Systems recently announced that it has added support for Session Initiation Protocol (SIP) trunking services to the nGeniusONE Service Assurance platform. nGeniusONE aims to provide users with comprehensive and critical insights into the performance of carrier services, allowing them to maintain complete service visibility and address the needs of a wide range of operational teams.
  • Looking for the Best in Call Tracking? Start Here
    Few walk into a new purchase looking for less than the best. The tradeoff between expense and quality has been a part of the market since the market came into existence. An understanding of the best tools in any market, therefore, becomes valuable, and recently G2 Crowd released its new rankings of call tracking software to help businesses decide just which route to go.
  • Numonix RECITE Wins 2015 INTERNET TELEPHONY Skype for Business Pioneer Award
    Numonix is a company dedicated to delivering interaction recording solutions that boost customers' business success for practically every vertical market. The company is so successful in its mission that its RECITE interaction recording solution is award winning. In fact, Numonix's solution has been recognized once again for its power and compatibility as TMC has awarded RECITE a 2015 INTERNET TELEPHONY Skype for Business Pioneer Award.
  • Yallo Call Recorder Remembers So You Don't Have To
    There are a host of call recording tools out there, and Yallo Call Recorder may be one of the simplest. Some won't be interested in paying for that level of simplicity, but it's certainly got its competitive edge in place. Regardless, the market is clearly full of alternatives, and though call recording comes with some legal issues that must be considered, its power as a customer service tool, training system, and even potential help against other legal issues shouldn't be taken lightly.
  • NICE Systems Brings Recording to Skype for Business
    NICE has pointed out that its integration with Skype was built on the Microsoft Unified Communications Managed API; it is reportedly one of the first enterprises to use that API for such a wide-reaching purpose. In that way, it appears that NICE has deepened its relationship with Microsoft even further by giving the API a push into the world of business.
  • Travelers: Record Your Life to Ensure the Fewest Hassles
    This strategy takes advantage of the greatest equalizer customers have seen in a long time: social media. No company wants to be on social media's bad side; it represents a sort of anti-commercial that can reach millions and do incalculable damage to a brand or even the bottom line itself. The kind of hit that social media would represent from "X Company promised Y and did not deliver" is staggering in potential scope, so someone armed with a recording that proves the previous statement would have some serious weight to throw around, and that's before the potential legal hassles come into play.
  • NICE Call Recording Now Fully Integrates with AudioCodes VoIP Equipment
    With call recording becoming more important than ever due to its more expanded list of applications-including security, analytics and interoperability-it's always good news when the barriers that impede implementation of a call recording solution are knocked down. This occurred last week when NICE Systems and AudioCodes joined forces to integrate AudioCodes' Mediant VoIP solutions with NICE's Engage Platform.
  • TCN Makes a Difference at the Junior Blind of America Organization
    TCN has announced its Platform 3 VocalVision solution is helping to improve the training of workers at the Junior Blind of America's Contact Center. This particular platform helps students learn the skills they need in order to get and keep a job in the call center world.
  • Yallo Puts Call Recording in the Palm of Your Hand
    Call recording has always been a valuable practice. It allows contact centers to monitor calls for quality as well as store valuable data that can be used to improve the customer experience. However, one drawback has always been the fact that calls to be recorded needed to come through some central database that could record, process, and store all of that information.
  • Global Lawful Interception Market Expected to Grow by Almost 40 Percent
    Lawful interception is a process that allows law enforcement agencies to execute electronic surveillance on a target as authorized by the rules and regulations of a jurisdiction. The intercept process is performed with mandated consent by service providers (SPs) and Internet service providers (ISPs) because they have to implement their networks to explicitly support authorized electronic surveillance.
  • Call Recording Week in Review: Marchex, TC&C, Global Connect
    This week's call recording headlines were filled with news focused on the ways call recording is being used in UC offerings to take them to the 'next level' and offer the security and reassurance of having recordings of communications.
  • Marchex Secures Calls by Deleting Credit Card Numbers in Real Time
    The mobile advertising company Marchex has announced what it calls a major breakthrough in call recording technology: the ability to redact credit card numbers in real time.
  • UC's Add-on Features Save Enterprise Communications Dollars
    While the Great Recession may be behind us, according to the economists, companies today are still seeing thin profit margins. Buyers are more careful than ever with a dollar, and most of them are looking for ways to avoid parting with theirs. There's a fine line to maintain, however: cut back too much on b-to-b systems and you risk being left behind or spending even more money on inefficient solutions that don't allow the company to take advantage of new opportunities. Spend too much, and you may wind up buying solutions you don't need.
  • TC&C's CARIN365 9.0 Compatible with Cisco UC Manager 10.5
    TC&C, the developer of CARIN365 call recording software that recently entered version 9.0, has announced for at least the second time this year that its flagship application has successfully completed interoperability testing with the Cisco Unified Communications Manager 10.5.
  • TCN, Global Connect Merge to Form New Power in Call Center Tech
    TCN and Global Connect recently completed merger plans, and with a new definitive agreement on the table, the two firms will bring a substantial new force to cloud-based contact center systems.
  • Call Recording Week in Review: Fathom Voice, CTI Group, Datatex
    This week's call recording news included a number of new offerings focused on improving communications experiences for businesses.
  • Fathom Voice Caters to SMBs with Fathom Connect
    It seems that now is a good time to be a small to medium sized business (SMB) that's looking to adopt cloud communications. This is simply because a lot of major players in the unified communications (UC) space seem to be taking direct aim at the SMB market lately. Patton Electronics, for example, recently collaborated with Unify to produce an SMB-focused UC appliance. Now, Fathom Voice has introduced Fathom Connect, also aimed at SMB customers.
  • Enghouse Acquires CTI Group to Bolster Business Support Systems
    A judicious acquisition can often accomplish what months, or even years, of research and development couldn't. For Enghouse Systems, the acquisition of CTI Group (Holdings) Inc. should start paying dividends almost immediately.
  • Voice Biometrics: More Than Just Great Security
    Ever since the days of Sneakers and "My Voice is My Passport," we've known about the kind of security that voice biometrics can offer users. Yet there's more to this field than some may expect, and voice biometrics can be a lot more than just a potent security tool.
  • Datatex Recording Solution Supports Call Centers with Remote Agents
    Datatex recently announced the release of iReCall Mobile Recording (IMR), a solution that allows a company's mobile staff to record calls as though they were using the recording system at the office. One of its biggest selling points is that it provides secure call recordings that comply with privacy regulations.
  • CTI Group's Proteus VoIP QMS Delivers Quality for Skype for Business Networks
    The Quality of Service in the communications solutions business use is more important than ever as more technologies are introduced. The new features in CTI Group's Proteus VoIP QMS (Quality Management System), provides management and monitoring functionalities to ensure voice calls are of the highest quality and any service availability issues are resolved before they become a problem for Skype for Business networks.
  • After a Loss in Court, the FBI's Shady Surveillance Practices Revealed
    We like to think that our data is safe from the random intrusion of shadowy government forces, but as a new court filing revealed, that's simply not the case. Some kinds of data can be both demanded by and handed over to the FBI without any kind of warrant, and that's got some privacy advocates very concerned.
  • Microsoft Lumia 950 and Lumia 950 XL Feature Built-in Call Recording
    Call recording functionality is not a rarity among today's mobile devices. On the contrary, every major mobile platform has the capability to record calls. Due to the sometimes complex legal implications that go hand in hand with call recording, however, it isn't usually touted as a core feature. Case in point: with the release of its new flagship devices, the Lumia 950 and Lumia 950 XL, Microsoft has call recording functionality baked in, but somewhat tucked away.
  • Truphone Awarded US Patent for Call Recording
    U.S. Patent 9131055 allows Truphone to split conversations into two distinct parts to eliminate a lag in call recording. The two parts - one long-distance and the other local - gives businesses the opportunity to comply with federal U.S. call recording regulations without experiencing lag between an actual conversation and the recording of that audio.
  • The NSA's Bulk Collection of Phone Records Comes to a Tentative End
    As of 11:59 p.m. Saturday night, November 28, the cease and desist order which was ordered by Congress in June of this year came into effect. That was when Congress passed the USA Freedom Act of 2015, designed to ban the NSA's controversial data collection practices.
  • Equinox to Provide Evolve IP With Protector Fraud Management
    Equinox Information Systems, developer of the Protector fraud management software, recently announced that it will provide Evolve IP with access to that flagship program.
  • Numonix Intros RECITE 3.0 for Interaction Recording
    Numonix, a call recording and quality management software developer based in Boca Raton, Florida, has released a new version of its flagship RECITE recording solution. The latest RECITE version 3.0 introduces multi-media recording, specifically the monitoring and recording of chat, video and screen share within a Microsoft Skype for Business (Lync) environment.
  • Sorry, Eavesdroppers: BlackBerry SecuSUITE Delivers Government-level Security to Mobile
    As BlackBerry continues fulfilling pre-sales of a November 6 release of BlackBerry Priv, CrackBerry, the survivors' guide to everything Blackberry, fills us in on BlackBerry's SecuSUITE for Enterprise app. This app will be available later this week for BlackBerry 10, Android and iOS. This app is structured to allow VoIP technology to conduct secure, untapped conversations across the globe. This security is set at the maximum security level.
  • You Won't Believe What Customers Will Tell You Given the Opportunity
    For the call center industry, the concept of call recording is not lost on its agents or even its customers. We've become accustomed to the common message that warns us of the potential of capturing our conversation for training or quality purposes. At the same time, call centers also need call tracking to measure the overall performance of its agents. Do the two platforms relate and is it necessary to have both?
  • Liquid Voice Partners with Eyrco For Voice Recording
    Liquid Voice, a developer of call center communications and recording software, recently announced that it has partnered with Eyrco, a provider of similar services to enterprises in Irelend. The partnership should extend Eyrco's ability to supply its customers with call recording tools that fit their needs.
  • Call Recording Week in Review: Dubber, Yallo & A Closer Look at Security
    This week's call recording news included a closer look at the important role security is playing in just about every industry. In the call center in particular, call recording technologies are the main system for ensuring that a company is compliant and securely handling any sensitive information. The importance of call recording solutions has become so important in fact, that other news headlines this week point to new funding and investment for companies offering the capability.
  • Dubber Plots Global Expansion Following Big Funding Round
    Money can't buy happiness, but few things actually get accomplished without it. That's a point recently underscored by a successful funding round by Dubber, a firm that specializes in call recording tools. With $5.7 million recently raised in a fundraising effort, Dubber now turns its gaze from native market Australia to expand into the wider world.
  • Securus Addresses Prison Recording Leaks
    Security leaks seem to be an everyday occurrence these days, but when the recordings of prison conversations has been breached, it just goes to show there is nothing off limits for hackers. A report on The Intercept revealed a major breach has taken place at Securus Technologies, a company specializing in providing phone and video visitation services to incarcerated people.
  • Yallo Raises Capital, Releases iPhone App
    Since Yallo first burst onto the call recording scene, the firm has been looking to improve the services it already offers. Those services give businesses access to features like recording and voice calls, while also adding some features which aren't normally seen when using a regular old phone or even a smartphone. Now the company is announcing its very own call recording application that is specially designed for use on the Apple iPhone.
  • Not All Call Recording is Created Equal: Consider Security, Analytics and Interoperability
    In the past, call recording was one of those technologies that most every company needed, at least to some degree, but wasn't happy to have to spend money on. Today, however, like many technologies, advanced analytics have turned call recording on its ear.
  • Call Recording Week in Review: Aeriandi, Dubber, NSA
    This week's call recording news headlines including a refreshing look at the reasons why it's important to have the technology in your business, as well as new releases and more news out of the controversial NSA happenings.
  • Aeriandi's New PCI DSS Solutions Are a Swiss Army Knife for Communications
    I've always loved it when a tool can serve more than one function, and Aeriandi's new PCI DSS-compliant line of voice services does just that. Businesses looking to make some communications upgrades may have a new friend in Aeriandi.
  • Judge (Cleverly) Thwarts NSA Phone Records Program
    Since 2001, the National Security Agency (NSA) has been gathering telephone information on hundreds of millions of American citizens. On Monday, November 9, 2015, a federal judge in Washington came to the conclusion that this was likely unconstitutional.
  • Dubber Brings Integrated Call Recording to North American Market
    Dubber, a provider of cloud-based Unified Communications (UC) services, recently launched its call recording service in the North American market with the announcement of BluIP as its first telco customer in the region.
  • 4 Reasons Your Bosses Will Love Call Recording
    Have you ever recorded a call you made to a friend or family member just to see how you sound? I haven't either, but the agents in the call center industry are used to the activities surrounding call recording. We often get the message that they may or may not be engaged in this activity - do you wonder how they react to the sound of their own voice?
  • Call Recording Week in Review: Microsoft, Radware, Numonix, Convergys
    This week's call recording news headlines included a look at upcoming features in Windows Mobile 10, new partnerships and an interview from the recently concluded ITEXPO.
  • You Won't Believe What That Agent Just Said to Your Customer
    In the world of voice interactions, call recording and quality monitoring still play an important role. We want to know that employees are following scripts, avoiding promises we can't keep and delivering quality customer interactions so as to limit customer churn. To that end, it's important that the solutions put in place to capture these interactions for quality control can deliver on high expectations.
  • Convergys Implements Radware Load Balancing for Better Network Performance
    Radware recently announced that Convergys would include its Alteon application to provide load balancing and call recording in its call centers. It will allow Convergys, which handles more than one million calls daily, to have a better system for dealing with planned and unplanned downtime and still handle its large volume of calls.
  • Microsoft Leak: Call Recording Coming for Windows 10 Mobile
    Although company authorities have yet to confirm, there was a leaked Windows store listing that suggests call recording will be coming to Windows 10 mobile. The listing claims that users will be able to: "Record your phone calls-cellular, Voice over LTE, or Wi-Fi-for future use and playback (requires consent from all parties on the line)."
  • New TCPA Court Cases Leave Major Uncertainty in Controversial FCC Law
    The FCC has unhelpfully doubled down on its expansive and somewhat controversial interpretation of the TCPA's definition of auto-dialer technology, sometimes known as "automatic telephone dialing systems" or ATDS.
  • Senate Passes CISA Security Bill Despite Major Privacy Concerns
    On October 27, 2015, the Senate voted 74 to 21 to pass a version of CISA that privacy advocates say will mask new government surveillance as security protection.
  • Contact Center Employment Growing in Europe
    The 2014 European Contact Center Benchmark, which was just released, revealed contact center employment grew at 3.6 percent in 2014.
  • CTI Group & BroadSoft Collaborate on Proteus Enterprise
    Hosted telephony options are a bigger part of the landscape than ever before, but with this change comes some new issues to address. CTI Group, with a little focus on BroadSoft, may have just the solution afoot, as it introduces the new Proteus Enterprise Multi-Tenant call accounting system.
  • FCC Makes Inmate Calling More Affordable
    The Federal Communications Commission, acting on its mandate to ensure that rates for phone calls are "just, reasonable and fair for all Americans," has approved an order regulating the prison and jail telephone industry and reducing the cost of calling home for inmates and their families.
  • Call Recording Week in Review: VIQ Solutions, Liquid Voice, Uptivity by InContact
    This week's call recording news headlines highlighted some of the reasons the technology continues to play such a critical role for businesses and call centers that interact with customers. We also saw new product releases and upgrades.
  • More Than Just Quality Control: How to Put Call Recordings to Work
    If you're already recording calls and simply storing them onsite (or having your hosted solution provider store them for you), consider what else you could be doing with those calls that would improve your organization and turn return on investment, or ROI, around much faster.
  • Liquid Voice Improves Spelthorne Borough Council
    When Spelthorne Borough Council, a local government district and borough in Surrey, England wanted to improve the performance of its call center operations, it selected Liquid Voice.
  • Arkansas Federal Court Upgrades VIQ Multimedia Recording Software
    The Arkansas Federal Court has been a customer of VIQ Solutions, a provider of multimedia recording and workflow software, for several years. VIQ's latest announcement indicates that the relationship will continue and that the court will upgrade to both VIQ Central Server for recording and to AccessPOINT for online access to files.
  • Call Recording and PCIDSS Compliance: Everything You Need to Know
    It seems like every week we hear a news story reporting about a discovered security breach or sensitive data being compromised. The reality that no one can escape a possible breach is scary. And those issuing fines for noncompliance are having a field day.
  • Call Recording Week in Review: MiaRec, CTI Group, Evolve IP
    This week's call recording news headlines included new product offerings, market research and customer success stories.
  • Audio Monitoring Market to Reach $2.15 billion by 2020
    The audio communication monitoring market could be worth up to $2.15 billion by 2020, according to a new report by MarketsandMarkets.
  • Evolve IP Upgrades Call Center, Making it a Complete System
    Evolve IP recently announced that its cloud-based call center had undergone a significant update to the various features it offers. The enhancements will allow contact centers to better serve customers, improve performance, and provide better recovery from system crashes.
  • CTI Group & Tango Networks Partner to Give Service Providers Mobile Call Recording
    Getting call recording tools can be a difficult process, with plenty of options available for the user. A new effort from CTI Group and Tango Networks is offering one more welcome option to the marketplace.
  • MiaRec Ready to Measure Contact Center Success
    The contact center has a lot on its plate these days. To address the call center's most pressing concerns, MiaRec recently released the newest version of its eponymous call recording and contact center management tool.
  • Microsoft Could Integrate Call Recording into Windows 10
    A recent industry news report notes that computing giant Microsoft may be developing call recording features that could work within its Windows 10 operating system.
  • Austco Develops Self-Testing Capability for Correctional Communications Systems
    Austco, a British firm that develops communication solutions for both healthcare and secure facility environments, has included self-testing features into its CellGuard communications system for correctional institutions.
  • Scribie Transcription Partners with Amolto Skype Recording
    Scribie, a developer of audio and video transcription software, recently announced that it has partnered with Amolto to integrate its transcription services with Amolto's Skype call recorder.
  • Numonix Announces Availability of Recite 3.0 at ITEXPO
    Whether you are a small business or a large enterprise, call recording is now an essential tool for delivering new services and protecting your organization from compliance violations. The solutions available in the marketplace today have price points that allow businesses of all sizes to deploy this technology.
  • RingCentral Releases Two New APIs
    RingCentral, provider of cloud business communication solutions, has introduced two new APIs to give its customers a better way for the way businesses communicate: the first is Call Recording Access and the second, a three-legged OAuth API.
  • Microsoft's Latest Voice Recorder Provides Better Support for Extended Recording
    Microsoft announced a recent update to the Universal Voice Recorder app for Windows 10. Version 10.1509.26120 of the app works on both PCs and mobile devices, and has several new features designed with ease of use in mind.
  • Grandstream Wave for Android Awarded Product of the Year 2015
    Grandstream's award-winning work is likely to provide a lot of value for its users, and future versions should prove little different. While there's something to be said for the specialist tool, sometimes the best tool is the one that can serve more than one function.
  • Marchex Call Analytics for Search 2.0 Gives Marketers a New Edge
    Those who have been following the concepts of big data lately know that there's a lot of potential there for businesses to take advantage of. The ability to sift through communications sources and generate patterns is highly valuable, especially when those patterns can be converted to action. But that conversion isn't always easy, and sometimes it's almost too difficult to try. That's a development that's changing, though, and tools like the newly-announced Marchex Call Analytics for Search 2.0 are looking to lead the way.
  • How Call Recording Improves Call Tracking
    Why do you insist on call recording in your environment? Is it to protect your bottom line in the event of a dispute? Are you using the recordings to demonstrate compliance or to improve quality outcomes? Or is call tracking an important activity and recording steps are critical to ensure the performance of your campaigns?
  • Call Recording Week in Review: Broadvoice, Dubber Corporation, Voxsmart
    For businesses across the globe, having a call recording option added to an enterprise phone system has become a requirement - not just a necessity.
  • Dubber Corporation Offers Line of Services to The Voice Factory
    There's an old saying in the corporate realm: if you're not growing, you're dying. Dubber Corporation recently exemplified that statement, showing that it indeed wasn't dying and would join in with U.K hosted voice telecommunications firm The Voice Factory. With the move, Dubber Corporation is set to provide an array of services to around 1,000 key customers, with the full scope of the agreement reaching over 5,000 end users eventually.
  • UK Business Growth Service Gains a Member in Voxsmart
    Voxsmart, is reportedly one of the biggest names in mobile call recording tools for the City of London's financial trading market, which is the kind of fuel necessary to go on an international expansion. To make that expansion happen, meanwhile, it joined the Business Growth Service as a means to get access to specialized support types, as well as training, to better join different markets.
  • Is Insurance an Option for Call Recording Class Action Suits?
    We all know the value of call recording, whether as a training tool, a customer service assistance tool or as a means to protect against lawsuits. But call recordings, when gathered contrary to the various laws that govern such tools, can be just as dangerous as they are useful. That's got some companies considering whether or not insurance would be useful in a scenario in which a law was violated.
  • Broadvoice Launches Hosted PBX Call Recording
    Hosted voice and telecommunications provider Broadvoice has launched call recording as part of its cloud PBX and unified communications suite.
  • Call Recording Week in Review: Verint, CTI Group, DealerSocket
    Call recording solutions are being added to the communications offerings of businesses across numerous industries and sectors to help with training, compliance and analytics. This week the news feeds were filled with new product announcements and solution upgrades that added call recording to the arsenal.
  • Veridian Solutions to Offer Verint WFO and Speech Analytics Solutions in Australia
    Contact centers are a very important nexus for organizations between their products and customers. The information collected during the interactions consumers have with agents can prove to be of great value for product development, market sentiment, customer satisfaction and more.
  • DealerSocket Adds Click to Call Functionality to Century Interactive
    Certain things are highly prized in the sales field, and thus by most every business which actively pursues its sales. Call recording systems certainly qualify along with customer relationship management (CRM) tools. Another tool, click-to-call - which allows users to start a voice conversation via a click from a website, is also increasing in popularity for the sales arsenal.
  • Call Recording & Compliance: What You Need to Know
    Call centers today are tasked with not only providing quality customer interactions for businesses but also remaining compliant at all times-even as global growth occurs. Compliance with industry standards may vary from market to market or country to country and because of this, call centers should never assume that they are in compliance. A recent article by Compliance Coach Michael McAlpen writing for CIO, talks about some of these call center compliance traps and what to do about them.
  • CTI Group and AiTech Boast New Cloud-Based Recording and Analytics Package
    One thing that's becoming increasingly clear in the world of call recording is that analytics in chorus with call recording can yield some incredible benefits for enterprise users. Thus, CTI Group's support of AiTech as it brings out its new cloud-based recording and analytics system is timely, and sensible.
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