Experian Leverages Speech Analytics for Company-wide Improvements
Experian, a global information services company that provides consumer information, credit services and marketing services to customers, has a track record of improving its services by embracing new technologies. For example, the company last year updated its online address validation workflow to better accommodate mobile devices, allowing companies to accurately capture contact information from mobile device users.

05/23/2013

Call Recording's Liability Risks: Defending against CIPA
Call recording is largely considered an essential tool in customer service, as it is not only an excellent way to enhance employees' training, but also an effective way to mitigate risk. In fact, financial firms in the U.K. must record all telephone conversations, legally.

05/23/2013

VeraSMART Call Accounting Solutions Available in Netformx DesignXpert
VeraSMART wireline and wireless call accounting from Veramark are now available in Netformx DesignXpert, a product from Netformx. VeraSMART call accounting solutions help telecom managers keep track of their telephony expenses.

05/22/2013

CallSource Launches New Cloud-Based Service
CallSource, a company that deals in call tracking and lead management solutions, recently launched CallShield, a cloud-based service to block telephone hacking attempts and spam calls.

05/21/2013

Feds' Wiretapping Move Could Prove Dangerous for All Web Users
Privacy and the Web have never really gone hand in hand. There have always been people who were not getting anywhere near the privacy and security they expected from their ISPs. It is usually much worse when talking about social media sites. There are simply too many hackers who are looking to obtain private information. These days, the government is trying to get in on the action with expanded wiretaps that seem to rely quite a bit on social media sites allowing the taps whether they seem justi…

05/21/2013

ASC Delivers VoIP Call Recording Solution to De Lotto
ASC, a provider of VoIP call recording and analysis, has successfully implemented VoIP recording and quality management solutions for De Lotto, the Dutch lottery organization.

05/20/2013

Looking for Phone Records? Get a Court Order under New House Bill
The recent seizure of Associated Press records on the part of the Department of Justice (DOJ) has prompted plenty of outcry on several fronts, but one front of outcry that may be surprising to some is no less than the U.S. House of Representatives, where a bipartisan group has advanced legislation that calls for federal agencies to obtain a court order before being allowed to grab those records.

05/20/2013

Call Recording Week in Review
Call recording technology is used among businesses of all different industries for regulatory compliance needs, agent training and enhanced customer satisfaction. As more companies are realizing the benefits call recording solutions offer, the more news we are seeing every week. Here are the top stories in the call recording space this week.

05/18/2013

Magnetic North Successfully Completes ISO27001 Certification
In an effort to bolster the safety of its customers' data, Magnetic North, a provider of predictive dialing and call recording software in the U.K., has successfully completed the certification process known as ISO27001.

05/16/2013

ISI Telemanagement Solutions Unveils Guide to Call and Video Recording for Schools
Monitoring and recording calls made on school premises is not only critical for schools, but also mandatory in some states. So schools are always on the lookout for reliable call recording software.

05/16/2013

Call Recording as a Top VoIP Feature
If you've been following the Internet telephony space, you know that VoIP can help businesses communicate more effectively. When it comes to cost, VoIP requires little investment; its operating costs are 20 to 80 percent lower than traditional telephone costs, which are often costly.

05/15/2013

Smartnet Introduces New Hosted Business VoIP Phone System
As business entities grow, their requirement for the right kind of business VoIP phone system also develops. In response to such needs, Smartnet Telecom, a VoIP provider, has announced new business VoIP phone system specifically for small businesses.

05/14/2013

New Telecom Policy Spurts Demand for VoIP Services in India
Ever since the Telecom Regulatory Authority of India (TRAI) removed restrictions on VoIP in India in March 2012, demand for VoIP services and call center solutions has spiked to unprecedented heights. Prior to that, consumers were allowed to make VoIP calls only within India, restricting access to international calls. With the changed VoIP policy, businesses can take full advantage of the cost and quality benefits of using VoIP to make international calls.

05/13/2013

TMCnet Call Recording Week in Review
It has pretty much become common expectations to call any organization and immediately hear "This call may be monitoring for quality assurance" as soon as you are connected to the call. Call recording and monitoring solutions are used not only for quality assurance, but for compliance requirements, training purposes and enhanced customer satisfaction.

05/11/2013

Business Systems Provides Call Recording Management to Outsourcing Partnership of the Year Recipients
In March 2012, BT, a U.K.-based communications services provider, signed a five-year, £30 million (about $46.2 million) outsourcing deal with Standard Life, a provider of long-term savings and investments, to manage the company's communications infrastructure. BT provides a Wide Area Network (WAN) refresh and management of IP telephony, contact centers, contracts, services and the transition of the infrastructure to BT's IP Connect network.

05/10/2013

GrinZone Releases InCall Recorder
The GrinZone Group is ready to put a smile on your face with InCall Recorder. This high quality MP3 call and voice recorder is a new app that offers recording for free, providing a helpful service that's already receiving praise.

05/10/2013

Four Call Recording Trends That Are Keeping Up with Next-Generation Technology
Whether you are turning to a call recording solution for training purposes, regulatory compliance, customer satisfaction or all three, different industries are using call recording to improve business. Verba, a provider of call recording and quality management solutions for unified communications, recently explored four common trends that are happening across these industries.

05/09/2013

Even the Smallest Business Can Benefit From Call Recording Technology
We know why call centers record calls: they use the calls for training and agent evaluation. They also record calls because their industry demands it from a legal perspective (think financial services) or to resolve internal disputes. While small business that are not call centers may never need to record calls for the first two reasons, the third reason - resolving disputes - is a compelling one.

05/09/2013

White House Poised to Back Expanded Wiretap Plans
Debate over the idea of expanding wiretap powers to cover the increasingly varied communications methods afforded by the Internet has been going on pretty much ever since there was an Internet to talk about. But now, the debate may be coming to an end as recent reports indicate that the Obama administration is ready to back plans to expand the Federal Bureau of Investigation's (FBI) ability to wiretap online communications.

05/08/2013

TMCnet Call Recording Week in Review
Whether it's for regulation compliance, agent training or enhanced customer satisfaction, call recording plays a big role in a business' success. In the call center, for example, call recording is especially useful. A recent post highlighted the benefits that VoIP call recording can provide for the call center. Aside from agent training benefits, recording calls in the call center can also protect the business in the event of a dispute or potential problem. Customers may call into the center wit…

05/04/2013

Leading Airline Gains Control Over Call Routing Needs Using Gamma Network Solutions
Gamma Network Solutions, a UK-based provider of voice, data and managed cloud communications services, said that it has recently implemented its cloud-based inbound call handling and routing solution for Cathay Pacific at the airline's London call center.

05/03/2013

Why the Call Center Prefers Call Recording
Recording a call may not seem like the most exciting thing that can happen in the call center environment, but the benefits resulting from this activity can spark a response. For instance, the call center agent responding to a serious customer question with a laugh may incite a frustrated response from the customer. The laugh may be a typical move for that agent; a fact not discovered until a recorded call is reviewed.

05/03/2013

Twilio Adds Contact Center-Focused Capabilities to Communications API Platform
Earlier this week, Twilio, a cloud communications company that is redefining telecom by merging cloud computing, web services and telecommunications, extended its footprint into the market with an upgraded communications API platform, complete with an array of contact center-focused capabilities.

05/03/2013

Wedding Planners Make Bridal Business More Efficient with eFax, eVoice
Wedding planners are turning to mobile apps and cloud services, in hopes of easing the planning process and creating a seamless experience for all those involved. Two of the most popular apps are from business cloud service provider j2 Global, Inc.

05/03/2013

Skype Recording Software Callnote Proves Useful
Have you ever wished you had a log of your conversations or that you could go back and double check what someone said during a call? Callnote, made by Kanda Software, is an app for Skype that lets users record their Skype conversations and do just that.

05/02/2013

Talk Talk's Communications Solutions Bring Enterprise-Level Capabilities to SMBs
Businesses everywhere are facing a growing demand to offer comprehensive IT communications offerings - for many, particularly small- and medium-sized operations - this poses a challenge. Though they acknowledge a need to expand, they may not have the technical staff or expertise to manage an expansion of offerings.

05/02/2013

Match Made in Call Recording Heaven: collab9 Selects Calabrio
A Cisco-powered cloud communications service provider, collab9, has announced its pick for its new cloud-based communications and collaboration solution - and that is the Calabrio ONE Workforce Optimization (WFO) Suite. Calabrio is a provider of contact center workforce optimization and analytics software.

05/02/2013

Noble Systems Integrates with CRM Solution
Using the power of Salesforce.com's new Open CTI technology, Noble Systems Corporation has come up with its own integration solution that works between its Noble Enterprise contact center platform and an enterprise cloud computing and CRM platform.

05/01/2013

TMCnet Week in Review Call Recording
As more and more individuals realize the benefits of recording their calls for later referral, the call-recording business is seeing a related uptick in business, and this week was no exception.

04/27/2013

InCall Recorder App for Android Smartphone Unveiled
InCall Recorder app, which offers convenience to Android smartphone users by providing an easy and efficient way for users to record their calls in real time, has hit the market. This app is free and can be downloaded from Google play.

04/25/2013

Increase ROI and Lead Conversion with Delacon's Phone Lead Alert
Understanding how Web traffic transforms enquiries into sales is an important part of marketing and advertising strategies as it gives you an idea of how effective your campaigns really are. But, for that to happen, marketers need to be able to capture information that relates to actions before, during and after a call is made.

04/24/2013

Anyone Can Benefit from Call Recording
There are quite a few benefits to call recording. Most businesses find that call recording is useful for complying with business regulations, improving security and avoiding abuse, keeping a record of important calls and other similar needs. One might notice that these needs are not limited to a single department or type of business.

04/24/2013

The Most Common FAQs about Call Recording
LogMyCalls, a call tracking and recording platform powered by ContactPoint, recently released five of the most common questions it receives about call recording. In addition to solution-specific questions, some of the questions are frequently asked across different companies in the industry.

04/22/2013

How to Leverage VoIP Call Recording in a Mobile Environment
The value of call recording has long been demonstrated in the call center and business environment. It even comes in handy when capturing birthday wishes from a grandchild or sweet nothings from a significant other; but how well can you rely on it in a VoIP environment? Better yet, what if yours is a mobile VoIP environment? Can you still benefit from VoIP call recording?

04/22/2013

Verint Systems Unveils Incorporated Audio and Video Solution
Public safety organizations and other vital infrastructure organizations can use the offering as a forensic tool, which is capable of offering comprehensive insights into collected information, thereby accelerating investigations, debriefings and preparation.

04/17/2013

Improperly Stored Call Recordings are a Huge Security Risk for Contact Centers
While most call centers record calls between agents and customers, the industry has a bit of a dirty secret: not a whole lot of call centers actually use these recordings effectively, or, in some cases, at all. "This call may be monitored for training purposes" is an oft-heard phrase.

04/16/2013

Natterbox Announces 50 Channel Partners for its SIM and Call-Recording
Natterbox, which allows for internal and external calls to be recorded, announced it has signed its first 50 SMB partners to help it with its SIM and call-recording packages.

04/15/2013

66 Percent of Consumers Say They'd Pay More for Better Customer Service
Businesses that want to grow would do well to pay attention to what customers are saying about the need for good customer service.

04/15/2013

CallCopy Achieves Perfect Satisfaction Rating in DMG Consulting's 2013 Product and Market Report
Call recording and contact center solutions specialist CallCopy has announced that it has earned the highest possible score in every satisfaction category surveyed in DMG Consulting LLC's (DMG) 2012-2013 Workforce Optimization Product and Market Report.

04/15/2013

TMCnet Call Recording Week in Review
This week in the call recording space, ISI Telemanagement Solutions' call recording and reporting solutions became available on Cisco Jabber, INOVO Telecom and Verint signed a hosted SaaS partnership agreement, we explored the LogMyCalls outbound recording solution, and saw a success story on how Red Box Recorders helped Merlin Housing manage residential calls for tenants.

04/13/2013

LogMyCalls Offers an Affordable Outbound Recording Solution
Capturing outbound calls gives organizations a tool for monitoring the performance of their employees, marketing campaigns and company and public compliance while they are on the phone.

04/12/2013

How VoIP Call Recording Helped a British Housing Society
For an organization whose mission is to provide affordable, quality housing and strong communities, communication is key. Because of the nature of its organization, Merlin Housing needed trained agents who could handle a myriad of residential calls for tenants, so it tapped Red Box Recorders to automate the process of evaluating agents.

04/11/2013

INOVO Telecom, Verint Sign Hosted SaaS Partnership Agreement
INOVO Telecom, a source of telephony and contact center solutions, has signed a hosted SaaS partnership agreement with Verint Systems. This agreement will have INOVO provide Verint's Workforce Optimization (WFO) suite as a cloud-based solution.

04/10/2013

ISI Telemanagement Solutions' Call Recording and Call Reporting Now Available on Cisco Jabber
ISI Telemanagement Solutions, a provider voice and video call recording and reporting solutions, has announced the availability of its solutions on Cisco Jabber for mobile clients. ISI's new Call Recording for Cisco Jabber helps companies bring call recording to its employees even if they're away from their workplace.

04/09/2013

TMCnet Call Recording Week in Review
This week, we kicked off the call recording space with a report from the Boston Globe about how much access an employer has over the information employees keep on company property, such as computers. Employers want to monitor the activities of their employees because surveys have concluded many man hours are lost using company equipment for personal use.

04/06/2013

Call Recording and Workforce Optimization Analytics in a 'Big Data' World
Wikipedia describes "Big Data" as "a collection of data sets so large and complex that it becomes difficult to process using on-hand database management tools or traditional data processing applications. The challenges include capture, curation, storage, search, sharing, transfer, analysis, and visualization."

04/05/2013

Call Recording Takes Call Center Training to a New Level
Much of the time, contact center IT is a thankless job. When technology works, employees and management take it for granted. When it fails, IT gets the blame.

04/04/2013

ISI Telemanagement Solutions Proactively Enhance Employee Productivity
Some people tend to work harder and perform better when they're made to participate in some sort of experiment. Their behavior change is not because of independent variables, but because of the attention they receive from experiment conductors.

04/03/2013

CallCopy's cc:Discover 5.1 Allows Better Monitoring of Agent Workflow
When it comes to workforce optimization, a lot of users like to turn to CallCopy's cc:Discover line to keep things running as smoothly as possible. But the newest version, the recently unveiled cc:Discover 5.1, looks to add even more, helping to make what is already for many a smoothly running operation even more so.

04/02/2013

Symmetrics nVISION Suite: A Complete Reporting and Analysis Solution
Headquartered in Vancouver, BC, Canada is Symmetrics, a company founded in 1996 that specializes in business intelligence and data warehousing, and with the know-how to deliver the reporting and analysis solutions as well as performance management to improve any industry's overall customer service through its call center site.

04/02/2013

Call Recording for iPhone Devices
I have some good news and bad news for users of iPhone 4S and 5. The good news: a call recorder is now available on Cydia. The bad news: you'll have to "jailbreak" your device to use it.

04/02/2013

CallCopy's cc:Discover 5.1 Allows Better Monitoring of Agent Workflow
When it comes to workforce optimization, a lot of users like to turn to CallCopy's cc:Discover line to keep things running as smoothly as possible. But the recently unveiled cc:Discover 5.1 looks to add even more, helping to make what is already a smooth-running operation even more so.

04/01/2013

CallCopy's cc:Discover 5.1 Allows Better Monitoring of Agent Workflow
When it comes to workforce optimization, a lot of users like to turn to CallCopy's cc:Discover line to keep things running as smoothly as possible. But the recently unveiled cc:Discover 5.1 looks to add even more, helping to make what is already a smooth-running operation even more so.

04/01/2013

Your Privacy - What is Your Employer Accessing?
A recent report by the Boston Globe has reignited the debate of how much access an employer has over the information employees keep on company property such as computers. The report revolves around Harvard University central administrators secretly searching the e-mail accounts of 16 resident deans. Large organizations such as Harvard generally have policies in place that state how much they can intrude on company equipment used by staff. Employees are required to read and sign these policies be…

04/01/2013

TMCnet's Call Recording Week in Review
Call Recording has become an increasingly important market, allowing businesses to record calls to monitor transactions and make sure agents are complying with regulations. In case you missed it, here are some of the headlines from the week.

03/30/2013

KPMG Chooses Telecoms World for 'Practice Made Perfect' Initiative
New legislation demanding greater transparency and accessibility is triggering changes in the legal landscape and the law profession is in the throes of transformation. But such change will involve huge operational and developmental costs, something that law firms are in no mood to bear.

03/28/2013

911 Enable Releases New Report on the Benefits of Three-Way Call Monitoring
Every minute is important in a 911 call. Often, the ability to save lives in an emergency situation is directly related to how soon you can respond to 911 calls.

03/28/2013

Hazel Infotech's Call Monitoring System Telecheck Certified as Fully Compatible CAS Solution for Matrix ETERNITY IP Phone Systems
Telecheck, a telephone monitoring and management software from Hazel Infotech, was recently certified as a fully compatible and integrated CAS solution for Matrix's ETERNITY range of IP phone systems.

03/26/2013

Aitelephone.Com Launches 'Host Pays' International Conference Call Plan
International Conference Call services are becoming crucial for businesses because these are reliable, cost-effective, flexible solutions for easier communication.

03/25/2013

Versadial Solutions Introduces Adutante 1.4 with Enhanced Features
Call recording specialist, Versadial Solutions has launched the latest version of its Adutante Recording Software, which is helpful in enhancing the productivity and management of IT managers.

03/25/2013

TMCnet Call Recording Week in Review
It's that time again the weekend is almost here. As we are about to head into the weekend, here are some stories you might have missed about Call Recording.

03/23/2013

CallCopy Announces Availability of cc: Discover Version 5.1
CallCopy, a provider of innovative call recording and contact center solutions, recently announced that the new version of cc: Discover is now available. In the cc: Discover version 5.1, individuals can use a widget-based dashboard to create customized views of data on a single page.

03/21/2013

Sangoma Releases T116 16-Span Tapping Board, the Highest Density Board on the Market
Sangoma Technologies Corporation, a provider of hardware and software components for IP communications systems, recently released a new product, the T116 16-Span Tapping Board, claimed to be the highest density board currently available. The T116 offers passive high-impedance tapping or digital telephony spans, providing telephony solution developers with a reliable, dense platform with which to build call monitoring, logging, recording, fraud detection and security applications.

03/20/2013

Vidtel and BurstPoint Make Video Management Easy
Vidtel and BurstPoint Networks are teaming up, creating a joint offering that can help companies use video conferencing solutions from Vidtel with BurstPoint's Video Communication Platform. Together, they will provide recording, streaming, playback, and management for one's video communications, providing a new level of control over one's videos.

03/19/2013

Komutel, Inc. Acquires Call Recording Specialist Novo Technologies
Enterprise communication software developer, Komutel Inc., has acquired call recording industry specialist, Novo Technologies. The acquisition will allow Komutel to not only sustain growth, but benefit from a larger customer base, seeing that Nova's headquarters are located in the greater Quebec City area.

03/18/2013

Truphone Unveils Mobile Recording Solution in the U.S.
With an upcoming March deadline approaching for Dodd-Frank Regulations which makes mobile communications recording mandatory for financial institutions, Truphone, a provider of call recording solutions, has launched its Truphone Mobile Recording (TMR) service in the United States.

03/18/2013

TMCnet's Call Recording Week in Review
Call recording continues to make itself a dominant part of business operations. Now that the week is over, let's review some of the stories you might have missed.

03/16/2013

OAISYS's Successful Voice Compliance and Quality Monitoring Applications Achieve Interoperability with Key Avaya UC Solutions
Call recording and contact center management solutions provider OASYS announced that a suit of its voice compliance and quality monitoring products are now compatible with Avaya IP Office 8.1 and Avaya Aura Communication Manager 6.2.

03/14/2013

CallCopy Hosts Students from Ohio State University for Annual Engineering Job Shadow Program
CallCopy, one of the fastest growing call center software companies in the U.S., announced that it is hosting students from Ohio State University for the school's 7th Annual Engineering Job Shadow Program.

03/13/2013

New Enhancements to OAISYS Solutions showcased at UK's Unified Communications Expo
OAISYS, a developer of contact center management solutions and call recording, showcased the enhancements to two of its main call recording software solutions, the Tracer and Talkument, at the Unified Communications Expo.

03/11/2013

VoIP-Pal Receives Patent for Eavesdropping Technology
As more people switch away from the traditional switched telephone network and migrate toward VoIP calling, traditional wiretapping techniques from law enforcement have become obsolete.

03/11/2013

TMCnet Call Recording Week in Review
As call recording becomes a more essential technology for businesses across multiple industries, there is more news to keep up with every day. Here are the top stories in the call recording space you may have missed this week.

03/09/2013

Safe Harbor Certification Guarantees Compliance with CALEA in Electronic Surveillance of Criminals and Terrorists
Electronic surveillance provider Subsentio has unwrapped a "Safe Harbor" Certification program that ensures compliance with surveillance and privacy laws. According to the developer, it is the first comprehensive program designed to ensure communications service providers' compliance with the Communications Assistance for Law Enforcement Act (CALEA) while protecting their customers' constitutional privacy.

03/07/2013

Muff.pl Adds Call Recording to its VoIP Offering in Poland
Muff.pl, a Polish provider of Internet telephony, this week introduced a new call recording service for its individual and small business customers. Both incoming and outgoing calls recorded with this service will be accessible to users for a period of three months

03/07/2013

Why VoIP Call Recording is a Good Thing
The typical call center employee may think that staying on the phone with a customer for more than five minutes is too long. What would they say about 10 hours and 29 minutes?

03/07/2013

VirtualLogger Introduces New Recording Service for Softphones
Across the wide spectrum of industry, one finds that call recording is slowly knitting itself into the fabric of business, which by the way is becoming more complex and challenging. Millions of businesses record conversations every day, but with the growth of VoIP, the task appears to be getting a little more complicated.

03/06/2013

Recording Systems Play a Significant Role in Next Generation 9-1-1
During a recent podcast, Avaya Tech Talk host Guy Clinch had a chance to speak with Voice Print International's (VPI) VP of Workforce Optimization, Patrick Botz about a multitude of topics, including testing the National Emergency Number Association's (NENA) Next Generation 9-1-1 and the impact it is having on communications recording.

03/05/2013

What to Consider Before Purchasing a Call Recording Solution
Call recording - it's one of those things that can annoy a customer, improve performance for a call center agent and get a president in trouble. Regardless of any negative associations on a broad scale, recording the live interaction presents considerable value for the organization. The challenge in the corporate environment is selecting the right solution to fit the needs of the environment.

03/04/2013

U.S. Supreme Court Rules Against Wiretapping Law Challenges
The U.S. Supreme Court recently ruled in favor of the Obama administration regarding challenges to the warrantless wiretapping law that was first enacted back in 2008. Lawyers and civil rights activists contended that the law violates the Constitution by allowing the monitoring of international communications by Americans who aren't suspected of criminal activities, with minimal court supervision.

03/04/2013

AMEYO's Voicelog Archiver Offers Competent Management of Voice Logs
Drishti has released an enhanced version of its AMEYO offering, which has now been incorporated with the Voicelog Archiver, used to archive voice logs. The latest release will help in improving customer satisfaction, as voice logs are very crucial for quality tracking and administration.

03/04/2013

DVDVideoSoft Releases Free Video Call Recorder for Skype
With the entrance of Skype into the communications landscape, so much that seemed impossible at one time has now become feasible. Regardless of where one is, s/he can share information and experiences, hold meetings, or just stay connected with another even when physically apart.

03/04/2013

TMCnet Call Recording Week in Review
Using VoIP helps reduce costs and improve business efficiency, but there's more to the technology than meets the eye. Call recording is an important part of business today for agent training, customer experience and regulation purposes, and is especially easy to implement with VoIP systems. Here are some of the top stories this week in the call recording space.

03/02/2013

'Zero Dark Thirty' Features Real Voicemail from Son on 9/11 Without Mother's Consent
Whenever a movie is made based on a real event, concerns arise that don't for your typical rom-com. Producers need to secure the rights to use the storyline, names and other details from the event so they can portray it in the film as accurately as possible. If not, audiences get upset.

03/01/2013

ISI Unveils Integrated Solution for Call Reporting and Call and Video Recording
The numerous technological advancements in communication infrastructure, equipment and online tools have changed call reporting and video recording.

02/26/2013

CTI Group (Holdings) Introduces Mobile Communication Recording Solution
As companies carry out a large part of their communication process on mobile devices, mobile call recording is quickly becoming an important aspect of a company's business. A good mobile call recording plan helps companies to improve its relationship with customers and realize more profit.

02/26/2013

Orange Business Services - Trading Solutions, Bloomberg Launch Cloud-Based Voice Record Archiving Service
Orange Business Services - Trading Solutions, a provider of convergent voice and electronic trading infrastructure and services for the trading communities, has formed partnership with Bloomberg to deliver a cloud-based voice record archiving service.

02/26/2013

VoIP Helps Contact Centers Improve Productivity
Voice over IP (VoIP) is a major telecommunications trend, and there are good reasons why. Contact centers are increasingly moving to VoIP solutions for reduced costs, lack of geographical constraints, telecommuting possibilities and easy system updates, among others reasons.

02/25/2013

TMCnet Call Recording Week in Review
Though when you hear "call recording" you may immediately start to back away, thinking of your privacy and who may be invading it, the technology has actually become a helpful, efficient and necessary application for many companies. Call recording solutions help organizations train customer agents and meet regulatory compliance to help make their business a success.

02/23/2013

TeleWare Launches New Application Making Call Recording Records Easily Accessible
TeleWare, a U.K.-based communication vendor that develops computer telephony software for communication solutions, has released a new application to make its mobile recording functionality more accessible. The newly released application provides streamlined access to store call records.

02/21/2013

One Stop Voice Streamlines Communications for Allen Companies
One Stop Voice has streamlined communications for Mesa, AZ-based builder, Allen Companies. The cloud communications and hosted VoIP solutions provider has also improved efficiency and achieved cost savings for its client, and to this end, transitioned from a traditional POTS system to an innovative cloud-hosted VoIP system.

02/21/2013

Contractors Increase Productivity with eFax and eVoice
Contractors are using eFax and eVoice from j2 Global to boost work productively while keeping costs down. eVoice is a business phone service for mobile professionals, which ensures that important calls get answered and low-priority calls are at least subject to voicemail.

02/21/2013

When to Record Your Calls
Call recording has been getting better and better thanks to today's technology. Apps for Skype, iPhones and more are selling like hotcakes, thanks to the convenience and benefits that having recorded conversations on hand can provide. However, as with all things, there is a time and a place, and call recording must be managed carefully.

02/19/2013

Using Call Monitoring in the Bio-Pharma Call Center to Ease Money Problems
Bio-pharma companies have a big problem as they settle into 2013. In the first half of 2012, venture capital for the industry plunged by 42 percent.

02/18/2013

TMCnet Call Recording Week in Review
While call recording may have previously had a bad rep for invading privacy and other security issues, it has turned around to become one of the most essential elements of a business. Call recording and call management systems are becoming more and more necessary in companies for reasons such as improved customer service, agent and employee training purposes and regulatory compliance.

02/16/2013

Accounts Receivables Firm Implements Virtual Observer Call Insight Speech Analytics Engine
Coordinated Systems, a provider of VoIP call recording and workforce optimization solution for contact centers, recently partnered with Automated Collection Services, Inc. (ACSI), an accounts receivables management company, to implement Virtual Observer Call Insight Speech Analytics in ACSI's headquarter contact center.

02/14/2013

Metelco Partners with UK-Based Multimedia Communication Specialist
Metelco, a value-added distributor of communication software solutions based in Duba, entered into a partnership with Cambridge-based multimedia communication specialist, C3, to add to its existing solutions offering.

02/13/2013

Acoustic Extends Collaboration with Tensilica to Deliver HD Voice to Mobile Market
Acoustic Technologies - a provider of voice processing solutions - has extended its collaboration with Tensilica Inc. - a licensor of audio/voice digital signal processing (DSP) cores - to deliver a complete wideband HD voice processing solution for smartphones, tablets and other mobile computing devices.

02/13/2013

Northwest Territories DOJ Chooses Lattice's Best-in-Class Nexus Platform
The Department of Justice for the Northwest Territories in Canada has chosen Nexus corrections technology from Lattice Incorporated. The government facility in Northwest Territories will use Nexus technology for call administration and protected communications.

02/13/2013

VoIP Call Recording Has Become a Requirement for Public Safety Operations
VoIP call recording has become more common in recent years, particularly in the case of public safety operations, including 911 emergency services as well as less urgent calls. Particularly in these scenarios, the advantages of recording phone conversations become clear.

02/11/2013

TMCnet Call Recording Week in Review
As more companies turn to call recording solutions for quality monitoring, agent training and to meet regulatory compliance, there are more innovations, trends and resources available in the industry. Here are the top stories from the call recording community this week.

02/09/2013