Call Recording Featured Articles

Call Recording Week in Review: The NFL, SIP Print, Verint
It's a good time to take a step back and consider the wider impact of the week that was with our Week in Review coverage!
12/20/2014

Call Recording 2014 Year in Review - What Was, and What Lies Ahead
It has been a busy year for the call recording sector. Given the lasting impacts of the Edward Snowden-NSA scandal, the changing tides in public attitude over call recording privacy have spurred policy changes across business industries, call centers, and government agencies alike. And while regulations were evolving this year, so too were call recording technologies, becoming more versatile to accommodate mobile devices, and more sophisticated with integrated tools such as analytics solutions.
12/18/2014

Citycom Assure to Fight Insider Trading in Australia
Citycom Assure is a solution designed to combat insider trading by recording and analyzing voice conversations, emails and SMS, and Australia is the latest country where the platform will be available. Optus has been given exclusive rights so it can resell the service in the country to provide regulators with a solution that can monitor the interaction of individuals and organizations. Besides the financial industry, it has potential application in the insurance, healthcare and mining sectors.
12/16/2014

Call Recording Proves Peterson Lied to by NFL Exec
For the second time in 2014 a call recording has rocked the sports world. Back in the spring, the world sat back and watched the Los Angeles Clippers owner Donald Sterling talk his way out of his ownership position with racist comments. This week, another high profile case in professional sports has taken a turn due to call recording-2012 NFL Most Valuable Player (Adrian Peterson) claims he was lied to, and there is a call recording to prove it.
12/15/2014

Mobile Call Recording App Adds International Features and More
Call recording has long been a staple of the business world-particularly in the contact center. But with the rise of the mobile consumer and mobile workforce, call recording technology has had to undergo some major upgrades. Modern solutions can handle calls made from mobile devices, across international borders, and through IP-based networks. But there is still room to grow.
12/12/2014

VoxSmart's VSmart Proves IG Group's Choice for Recording Mobile Voice
Call recording has great opportunity for businesses, and that's why so many have been eager to use it. Perhaps a little too eager in some cases, and thus the rise of regulations surrounding its use. But for IG Group, call recording is about to prove not only regulatory protection but also opportunity for improvement.
12/11/2014

Dubber Technology Partners with NTT ICT for More Scalability
Today businesses are dispersed across local, national and international borders as organizations use a wide range of technologies to operate virtually anywhere around the globe. This requires companies to adopt solutions with multiple options when it comes to how they communicate with employees, partners and customers, while at the same time ensuring said communication is safely recorded and archived to meet the compliance mandates of their particular industry. Dubber, a cloud provider of call r…
12/09/2014

Call Recording Week in Review: Actiance, Microsoft Lync, and More
In the post-Thanksgiving rush of holiday shopping, call recording news has not slowed down. The industry remains as busy as the holiday season itself, so let's take a moment this weekend to take a look back on some of the highlights from the call recording industry space this past week.
12/06/2014

Customer Satisfaction Takes Its Biggest Drop in 20 Years
With the end of the year quickly approaching, analysts are starting to take a look at what happened in 2014 and what it means looking ahead. In terms of customer satisfaction, 2014 wasn't so hot, at least according to data compiled from the first three months.
12/05/2014

Recorded Call Class Actions Having Rough Time in California Courts
In spite of being known as one of the most litigious states in the U.S. and for having tough privacy laws, California has not exactly been fertile ground lately for call recording class actions. In a couple of recent cases, state courts have ruled against certifying classes in suits related to the monitoring and recording of phone conversations.
12/04/2014

FCC Fines Newport Television for Improper Use of Phone Recording
Several news organizations recently reported that the Federal Communications Commission has fined a television broadcasting agency $35,000 for its use of two recorded conversations without consent from the person who was recorded.
12/03/2014

FCC Slaps Utah TV Station with $35,000 Fine for Broadcasting Unauthorized Phone Calls
The Federal Communications Commission has handed down a $35,000 fine to a former TV licensee, showing just how seriously the FCC takes unauthorized broadcasting of phone calls, according to the CommLawBlog.
12/02/2014

Actiance Announces Three New Features in Vantage for Lync Solution
Alongside the addition of these three important features, Actiance announced the beginning of an official partnership with Modality Systems, a Microsoft Gold Partner and specialist Lync services provider. Commenting on this development, Modality CEO and Co-Founder John Lamb said, "We help organizations extend the usability of Lync through partnering with Actiance, a leader in Lync governance and compliance management. Together, we help enterprises make the most of their Lync 2013 investment."
12/02/2014

Vodaphone Company Assists UK Government Agency in Telecom Spying Operations
A recent joint news report by British and German media reveals that the U.K.'s Government Communications Headquarters (GCHQ) has operated a mass surveillance program with the help of telecom company Cable & Wireless (CW). The report found that CW gave GCHQ extensive access to its network, allowing it to collect data from millions of Internet users.
11/24/2014

Call Recording Week in Review: OAISYS, Twilio, LiveVox and More
Just because the holiday season is right around the corner doesn't mean companies are slowing the pace on call recording innovations. The call recording industry has seen another very active week, so let's take a moment to look back on some of the week's highlights.
11/22/2014

Gryphon Networks' Call Recording Systems Make Compliance Easier
Call recording is easily one of the most powerful tools at a company's disposal. It offers a variety of benefits to its user ranging from improved customer service to protection against lawsuits. But many powerful tools are often dangerous if misapplied, and that's why there are a set of laws surrounding the use of such tools. Yet in some cases, such tools are actually required by other laws, and that can make for a difficult position for a company to be in. Gryphon Networks, meanwhile, may have…
11/20/2014

LiveVox Opens Toronto Data Center
Cloud contact center solution provider LiveVox has announced that it has opened a data center in Toronto.
11/20/2014

Twilio Gives Enterprises More Flexibility with Launch of its Elastic SIP Trunking
Cloud computing has revolutionized virtually every aspect of information and communications technology (ICT) by providing a range of solutions to a wider audience, and giving companies multiple modes of delivery for the services they provide. Whether it is software, infrastructure, platform or security, cloud delivers it more efficiently, at better price points and without having to deal with the headaches of legacy systems. Even though SIP (Session Initiation Protocol) trunking is relatively ne…
11/20/2014

EarthBend Augments Call Recording Tech with New OAISYS Release
While call recording may well be one of the most dangerous tools a business has at its disposal-improper use of call recording could be met with a variety of legal challenges and potential fines-it's also one of the most powerful in terms of providing great customer service and even protecting a business' interests down the line. To that end, EarthBend has brought out the availability of version 8.1 of the OAISYS line of call recording tools, and this new version promises to bring plenty more po…
11/20/2014

Ecosmob Launches Contact Center Software
Ecosmob, a fast-growing Indian IT company offering a wide variety of enterprise solutions, has announced the global availability of its new contact center software for enterprises of all sizes. The feature-rich solution is noted for being an intelligent, robust and secure alternative to the many competing services on the market.
11/18/2014

Recording Calls with Different Smartphones
Although the advent of the smartphone has brought innumerable exciting new functionalities over its predecessor, the feature phone, one of the things we've lost is a built-in tool to record incoming and outgoing calls. A chief reason for this is the historically murky legality surrounding the issue, such as in the U.S. where it is required that at least one party (or every party involved, in some states) is knowledgeable that the call is being recorded.
11/18/2014

Veterans Health Administration Addresses Call Recording and Privacy
The proliferation of mobile device use has many organizations and businesses reassessing their policies on call recording and privacy. Because mobile devices have the ability to record and capture both audio and video, having policies in place is imperative to protect both employees and clients, especially when your organization is a healthcare one. That's why the Department of Veterans Affairs' Veterans Health Administration issued a directive with the means to update its policies in a culture …
11/13/2014

Be Sure Your Call Recording Compliance is Ready for the Holidays
With Black Friday and Cyber Monday right around the corner, retailers must make sure shelves are stocked and customer service teams are ready, but if it were only that simple. Awareness of call recoding and telemarketing lawsuits must also take a place on their priority list as any California company that does business by phone needs to be aware of the Telephone Consumer Protection Act (TCPA) and the California Invasion of Privacy Act (CIPA).
11/07/2014

Verint, Truphone Combine Efforts to Help Financial Institutions with Regulations
Anyone who's been involved with banking these days-or just anyone who's ever tried to open a bank account in the last 10 years or so-knows full well that there are a lot of new regulations around in the industry. Reporting and call recording, suspicious behavior monitoring, and a host of other requirements are all just part of the package now, and that's putting a burden on financial institutions to keep track of all these various points.
11/07/2014

Call Recording Week in Review: New Partnerships and Success Stories
As the international business landscape becomes increasingly connected-and as international laws are updated accordingly-companies are turning to new and improved call recording solutions to ensure that regulations are being met, and that customers are being kept happy. Let's take a look at some of the highlights from the space this week.
11/01/2014

Zultys Introduces Cloud Services Offering
Zultys, a leading global provider of IP phone systems and unified communications (UC) systems, has launched Zultys Cloud Services, an umbrella solution for enterprises that offers cloud-based IP hosted phone systems, UC options, SIP trunking services and contact center services. The solution is derived from the award-winning MX series of IP phone systems for enterprises and is easily deployable for businesses of all sizes.
10/31/2014

Social Care Provider Increases Productivity with Call Monitoring
While the mention of call recording usually brings to mind contact centers for banks and retailers, the technology is used in contact centers across just about every industry. U.K-based Vibrance, for instance, is a provider of social care and support services for vulnerable adults throughout Essex and parts of East and South London. Using Skillweb's SmartTask Care, a call monitoring solution, Vibrance has been able to reduce overall communication costs and boost its service provisions.
10/30/2014

Verint, Truphone Offer Collaborative Call Recording Solution for Financial Institution Compliance
Large financial institutions have a lot of work cut out for them-namely, high standards that must be met on a continual basis, keeping in accordance with all kinds of legal regulations while also maintaining a positive reputation with customers. Call recording can help serve on both of these fronts, by holding employees accountable for their customer service while also keeping a record of verbal exchanges to ensure that sensitive data is being kept secure and that compliance regulations are bein…
10/30/2014

Turn your Spare iOS Device into a Video Camera
You have to hand it to these guys that make smart, innovative apps all the time, making smartphones more invaluable than ever. With the newly enhanced Presence app, you can pair your new iPhone with your old, discarded iOS device and get a security camera and home management solution for free. Of course, the credit for that will have to go to the creator of the Presence app- People Power.
10/28/2014

Call Recording Week in Review: Phone Calls Get the Legal Treatment
While the initial outrage over the NSA's secretive spying tactics has worn off, a general air of suspicion and renewed desire to protect people's privacy has been left in its wake. Call recording practices have always been regulated, but now they are coming into the spotlight in a whole new way. Let's take a look at some of the highlights in the call recording industry space this past week.
10/25/2014

New Internet Appliance Lets Businesses Set Up Their Own UC
Grandstream recently announced that it had launched a new turnkey communication product for SMBs, the UCM6510. The Internet appliance will allow businesses with E1/T1/J1 networks to set up an IP/PBX unified communications (UC) system without having to pay licensing, cost per user, cost per feature or upgrade fees and provides free lifetime firmware updates.
10/24/2014

Sound Communications Provides Digital Systems for Call Centers
Sound Communications is a small business that provides advanced digital audio and video systems for call centers and public safety center systems. Founded in 1983 by Gary Stephenson, a former Navy flight engineer, this company has made rapid strides in providing recording-based solutions for its 600-plus clients.
10/21/2014

Cancer Research UK Implements Red Box Quantify Recording Suite
During the early 1970s, the survival rate of individuals diagnosed with cancer was very low, with only one quarter of these patients surviving 10 years. Since that time a massive global research effort has resulted in half of all cancer patients now surviving at least 10 years, and for women with breast cancer the survival rate for at least one decade has increased to 78 of all diagnosed patients. These landmark figures were published by Cancer Research U.K. in April 2014 to highlight the benefi…
10/20/2014

Voip-Pal.com Patent for Lawful Intercept Moves Forward
Voip-Pal.com has announced that the U.S. Patent and Trademark Office has allowed the company an application to extend the patent for its Lawful Intercept program.
10/20/2014

ADCB to Offer Biometric Voice Authentication
Abu Dhabi Commercial Bank (ADCB) in the United Arab Emirates (UAE) has announced its intention to offer voice biometrics as a means of authenticating customers, and claims to be the first bank in the world to do so.
10/20/2014

Privacy Concerns Arise from FBI's Quest for Smartphone Data
The answer to some questions is clear cut, black and white, yes or no. Unfortunately, that is not always the case. We want to be protected from possible future terrorist attacks, or even a small group of individuals who want to go on a shooting spree, however, gathering this type of information has led to many concerns by the general public.
10/20/2014

Call Recording Week in Review: Call Recording Goes Mobile
While at this point it may be stating the obvious, the world has gone mobile-businesses too, for that matter. As smartphones and other wireless devices become extensions of our identities and daily lives, the workplace is also expanding into this geographically unhindered realm. But as business operations shift to a mobile landscape, certain regulations and precautions must follow. For this reason, call recording is increasingly being integrated into mobile platforms, and this week illustrates t…
10/18/2014

Customer Sues Comcast for Getting Him Fired, Demands Call Recordings
When it comes to customer service, Comcast doesn't exactly have a stellar record. Numerous calls have been recorded and put online of customer calls gone terribly, terribly wrong. From pushy call center agents to the overall poor services that drive customers to call in the first place, it's an ongoing battle for Comcast to clear its name in the public eye-but, unfortunately, the latest customer disaster may be another nail in the telecom giant's customer experience coffin.
10/17/2014

Financial Institutions Adopting Voice Biometric Blacklists
Analytics software and hardware company Verint Systems recently released a conversation to the Associated Press that describes a situation in which a caller speaks to her bank about how her home had burned down, and her husband was hurt in the fire. She wanted a replacement credit card for her new address. The real problem: she was a fraud.
10/15/2014

WhatsApp May Land VoIP Call, Recording Features
While WhatsApp rose to prominence on the strength of its messaging capabilities-and prominence it has indeed reached, boasting a combined total of over 600 million users at last report-there were soon after reports that WhatsApp was planning to make some additions to its operations to help draw in still more users and give those users in place a reason to stick around. But now, new reports suggest that WhatsApp may be poised to make some advances much more substantial than those previously sugge…
10/14/2014

ASC Completes Integration Mobile Phone Recording Solution with Tango Networks
Today's workforce is increasingly using mobile devices to do their daily tasks and this is leading many businesses to seek for flexible solutions to help solve business-related mobility challenges.
10/13/2014

Call Recording Week in Review: Ubiquitous in Business Today
As more software and call center solutions providers realize the value of call recording, they are incorporating it as a feature into their offerings. This week saw plenty of that, so let's take a moment to look back on highlights from the week in the industry.
10/11/2014

Avotus to Augment ICM UM 8.4 Features to Enhance BroadSoft User Experience
Small to medium business (SMBs) and enterprise clients intending to switch from their traditional private branch exchange (PBXs) to the new BroadSoft SIP-based phone system without losing visibility or data management features will soon have an option available. Avotus Corporation is set to release significant call accounting and reporting enhancements to BroadSoft users.
10/10/2014

Cognia Live Solves the Challenges of PCI DSS Compliance in the Cloud Era
Today, businesses are more focused than ever in preventing any risks for themselves and their customers. Evaluating and responding to their PCI-related obligations and compliance with PCI Security Council standards are paramount. Companies are doing what it takes to maintain a secure environment; this is especially true when handling sensitive financial and payment data.
10/09/2014

Ovum, Teleware Release New Report on Mobile Call Recording in Capital Markets
In conjunction with Teleware, Ovum has released a new white paper detailing the different strategies that today's capital firms are using to keep track of client traders' mobile conversations. The report, titled "Mobile Call Recording in the Capital Markets," discovered that more of these companies are turning to call recording not only to comply with regulations that require mobile phone recording, but also to help to increase communication transparency within the capital market.
10/08/2014

GWAVA, CellTrust Encrypt Store Mobile Phone Conversations with Joint Solution
GWAVA, a provider of compliance, security, archiving and eDiscovery for electronic communications, has announced a joint offering with CellTrust, a provider of secure and traceable mobile communication, to provide secure, encrypted communication that complies with regulations on recording communications.
10/08/2014

Call Recording Week in Review: From Enterprises to Police in the Field
Call recording is finding its way into just about every facet of business, across many industries. Whether it's used by police as an added source of potential evidence in cases gone amok, or by contact centers looking to improve agent performance and customer service, there are myriad applications for the technology. With that in mind, let's take a look at some of the news highlights from the week in the call recording space.
10/04/2014

Wisconsin Police Deploy Body Cameras for Audio and Video Recording
In today's rapidly digitizing world, it's hard to imagine a situation in which we rely on the old "he said, she said." There are ways to triangulate smartphones and gather records for calls, text messages, app usage, and more; there are ways to trace cars' routes using traffic and store surveillance cameras. We've seen enough police dramas to know that where there's a will, there's a way. But maybe not, as it turns out, for local police forces.
10/03/2014

Fourworkx Partners with Shinetech Software on New Workload and Staffing Solution
Members of the contact center solutions community have as a priority workload management and staffing optimization. This is particularly true for enterprise looking to be fast to market and adaptable in the market in leveraging agile applications development. In this regard, notice should be taken of the recent unveiling of the partnership between Shinetech Software Inc., a leading agile application development outsourcing provider, and Fourworkx, a cloud-based workforce management solutions pro…
10/03/2014

AdTech Global Becomes First Alteon Load Balancer Reseller
AdTech Global has operated as a Verint Impact 360 reseller for 15 years. It has sold Verint hardware and software that is geared toward the security and surveillance of governments and enterprises, and now it will begin selling Radware application delivery and cloud-based data center security products.
10/03/2014

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.
09/29/2014

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.
09/27/2014

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.
09/24/2014

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.
09/24/2014

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.
09/24/2014

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.
09/20/2014

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.
09/19/2014

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.
09/18/2014

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.
09/17/2014

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.
09/15/2014

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.
09/13/2014

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.
09/12/2014

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.
09/11/2014

Call Recording Legalities Come to Bear in Maine Gubernatorial Race
It's perhaps the most important caveat involved with call recording: those who are interested in using it should first consider all the legal issues involved in using this powerful tool, because such legal issues aren't universal, and what will fly in one state may be quite grounded in another. That's a point that's become very clear in the 2014 Maine gubernatorial race, and it's a point that's showing some clear division along party lines.
09/11/2014

Emotion Detection Applications Have Optimistic Future
Ever wonder if your boss or client can pick up on the fact that you are in a bad mood, even when you are trying your best to hide it? That is the idea behind Moodies, the iOS app from Beyond Verbal that has just landed on Android devices.
09/09/2014

New Research Shows Financial Organizations are Struggling to Comply with Data Retention
New research from Ovum shows that financial institutions in the U.K. are struggling to comply with new rules introduced three years ago that made it mandatory to record and store mobile calls.
09/08/2014

Call Recording Week in Review: Understanding Uses and Legalities
Call recording technology is an ever-present force in the contact center world. The ways in which call recording can be used are diverse and growing every day, and legal restrictions and regulations are being updated for these new uses accordingly. It can be a lot to stay on top of for any contact center, between upgrading older call recording technologies to take advantage of all its benefits, while also ensuring compliance with new laws. Needless to say, the call recording market is always a b…
09/06/2014

GL Announces New T1E1 Line-Monitoring Equipment
GL Communications recently announced a new addition to its collection of line monitoring equipment. The tScan16TM will give technicians the ability to better monitor the performance and quality of voice, data, fax and other digital signals.
09/05/2014

Clarabridge Unveils New Speech-to-Insights Solution for Call Recordings
Recorded customer calls hold invaluable information about customer behavior. But most companies do not have a structured process to strategically evaluate these calls. Instead, they just listen to these calls occasionally and try to map trends with random sampling.
09/03/2014

Customers Should Record Calls for Better Service
One of the most frustrating aspects for many customers is to talk to call center agents because some of these agents tend to be rude and unhelpful. In fact, a study by American Express shows that only two percent of call center agents exceeded the expectations of customers. This number is abysmally low considering that almost every major business offers call support for its customers.
09/03/2014

Aspect Software Announces Unified IP 7.1
The new version has features that improve call recording and compliance with regulations from the Federal Communications Commission and the Federal Trade Commission. Most of the changes have to do with the way the solution triggers autodialed calls and attempts to determine which calls can be autodialed and which ones should be initiated by an agent.
09/02/2014

Call Recording Week in Review
It's amazing how much power a single recorded call can hold. That call could contain sensitive information that would cause huge waves if leaked, or simply data that reveals to managers the state of their call center's customer service, individual agent performance, and where to make improvements. As such, call recording technology is constantly making advancements and generating news. This week has been no exception, so let's take a few moments to look back on some of the highlights from the ca…
08/30/2014

Storacall-ST Call Recording Offers Permanent Record of Telephone Conversations
Businesses use call recording for a variety of reasons, including legal services, mandatory compliance, training, evidential support, customer service, quality management, service delivery, process evaluation, support services and more. To serve these needs, United Kingdom-based Voice Systems has released its Storacall-ST call recording system.
08/28/2014

Comcast Customer Service Brings Company Under Fire
Comcast has not had a good run of things lately. It took back the title of "Worst Company in America" in The Consumerist's annual measure of the United States' bad companies, breaking up the chance that Electronic Arts (EA) would land the title for a third straight year. Then a pair of recorded calls to the customer service offices launched a firestorm of negative stories about the company and its apparent lack of interest in taking care of customer needs. But what does all of this have to teach…
08/27/2014

Experimental Android Call Recording in Nightly Build
The developers of CyanogenMod, a community-maintained version of the Android smartphone OS, have added a call recording feature to the nightly build, according to Ubergizmo.
08/26/2014

Call Recording Week in Review
Call recording is taking the world by storm. While once people associated the technology almost exclusively with call centers, it is now showing up in just about every sector. This week the trend continued, so let's take a break to review some of the latest happenings in the call recording space.
08/23/2014

Staying Away from Call Recording Problems in California
Call recording is a common practice undertaken by companies, usually for their own internal statistics and to provide better training for its employees.
08/20/2014

How to Record Your Own Customer Service Calls
If there's one thing that's become abundantly clear in the last few weeks, it's that call recording can not only save customers money and hassle, but also make some fairly major companies nervous. Ryan Block recently put call recording to work showing off the impact of a call with Comcast customer service, and Tim Davis likewise showed off its power getting charges taken off a bill with a call recording to play. So that's got some wondering, hey, how can I record my customer service calls for po…
08/18/2014

Judge Dismisses Young's Cell Phone Recording Case Against Hilton Worldwide
According to The National Center for State Courts, Americans file about 16 million civil lawsuits annually, which makes you appreciate why lady of justice wears a blindfold. While not every suit is frivolous, many are filed by large law firms in the hopes of getting a class action that will pay their very hefty legal fees. Often times these suits are initiated by a single individual and become part of a larger proceeding when one of these law firms sees the potential. In the case of Young v. Hil…
08/18/2014

Call Recording Week in Review
Tim Davis, who moved to a new house, installed his own Comcast equipment and found that the service had gotten a little "spotty," so he called tech support. The rep told Davis that the visit from a technician wouldn't result in any charges. But Davis saw a $182 bill for charges related to a "failed self-install", as well as for a wireless network setup that Davis didn't even know existed. Davis had recorded his call to Comcast, so when he complained, he had proof.
08/16/2014

New Version of CXM Now Available for Contact Centers
CXM Inc., a developer of call recording, screen recording, performance evaluation, agent coaching, workforce management and speech analytics solutions, recently unveiled version 5 of CXM (Customer Experience Management), its call recording and quality monitoring solution.
08/15/2014

Customer Call Recording Hits Comcast Again
Normally, when we call a customer service line, we're often treated to the disclaimer that this call may be recorded for training purposes or to improve service. But even when that disclaimer doesn't come up-and sometimes when it does-the call is indeed being recorded, but by the customer. This already lead to the now-infamous case of Ryan Block, a tech journalist who called Comcast and endured a 20-minute disaster-eight of which he recorded-and showed us all just what's going on on the other en…
08/13/2014

Bookmaker Updates its Call Center Technology
The placing of bets on sporting events is alive and well, and many people still place their bets over the phone. To facilitate this, bookmakers must operate a series of phone lines, and in the case of large bookmakers, they often operate enterprise-scale call centers to serve their clientele. One bookmaker recently announced the update of its call center in Greater Manchester, England.
08/13/2014

SmartVoice Panel Spreads the Word on Call Recording
Call recording gained ground in the call center arena as a way for organizations to capture calls so they could assess where agents might benefit from additional training. But the opportunities for call recording continue to expand both within the contact center and beyond, as more businesses aim to collect, store, and analyze what goes on during their real-time interactions with customers.
08/11/2014

Call Recording Technology: Headed for Mainstream Adoption?
The customer service game has without question changed in recent years and, as such, best-of-breed businesses have had to take note of call center solutions including CRM, presence technology and call recording, to name a few. Just take a look at the following statistics aggregated by VPI as evidence with regards to where the customer service game is headed:
08/11/2014

Call Recording Week in Review
As the weeks roll on, call recording continues to be a topic on the minds of IT aficionados and practitioners everywhere. This function of any major business is pivotal to the facilitation of a happy customer base, and thus the facilitation of a successful business practice, and while not all news in this section of our beloved TMC tends to be good news, it is always illuminating.
08/09/2014

NetFortris Intros Dodd-Frank Compliant Unified Communications Solution for Financial Sector
NetFortris, a provider of cloud-based voice and data communications solutions, reportedly launched an automatic call recording system that has been designed to meet Dodd-Frank compliance, a regulation that requires financial institutions to have the ability to record and analyze all phone calls related to financial transactions, as to protect both institutions and consumers.
08/07/2014

IntegrityNet Intros Level 1 PCI-DSS Compliance Software for Contact Centers
IntegrityNet has designed new software called IntegrityPCI, which helps companies' credit card voice transactions and recordings to comply with PCI-DSS.
08/06/2014

Who Should Have Access to Call Center Recordings?
When a call center records a conversation with a customer, who has the right to ask to listen to that conversation? It's a simple question with a complicated answer based purely on the number of parties involved. For example, a call center employee in India could be talking with a customer in Canada on behalf of a company headquartered in the United Kingdom.
08/05/2014

Imaginet Signs Major Distribution Agreements
One of the largest suppliers of IT services in the Phillipines, Imaginet International Inc., has entered two major partnerships in order to offer a fuller range of solutions in the country's fast growing technology sector. Imaginet is a leader in the field of designing, supplying, implementing and managing data, message and voice networks across the Philippines and other ASEAN countries.
08/05/2014

Avtec Unveils Compatibility Testing Program for Logging Systems
Avtec recently announced a compatibility program known as "Works with Scout" (WWS) that defines requirements logging system vendors must follow to integrate with its Scout consoles. There are three levels of certification under this program: bronze, silver and gold.
08/05/2014

Subsentio's Steve Bock to Talk CALEA at ITEXPO
Not so long ago, word emerged about how law enforcement was having a particularly difficult time adjusting to the modern communications environment. With new technology for communications arriving regularly, and the laws better suited to the older technology, conflicts can arise. But one law designed to help on this front is the Communications Assistance for Law Enforcement Act (CALEA), and this law will get a special look thanks to Subsentio's president, Steve Bock, at the upcoming ITEXPO event…
08/05/2014

Grandstream Launches Beta Test for Network Video Recorder
Video monitoring solutions are getting so cheap they are practically everywhere, and the integration of IP technology is introducing more options for wider application. Unlike the old video images with grainy footage, today's HD cameras and network video recorders (NVRs) provide a wide range of monitoring and recording solutions. Grandstream Networks, manufacturer of IP voice/video telephony and video surveillance solutions, has launched its new product with a beta test for just one dollar.
08/04/2014

Call Recording Week in Review
The past seven days have been absolutely unforgettable in the world of Call recording. For starters, while Empirix is offering to clean up communication with their new service, the good folks over at the FBI are finding this to be an ever-increasing difficulty. Between all that, and what Melissa Warten dug up for us on journalism, this week surely kicked off with a bang, rather than a whimper.
08/02/2014

Empirix Reveals Conference Call Clean-Up Application
When it comes to business connections, it is crucial that corporations be able to connect within their system and externally with efficiency. Empirix, a network performance visibility specialist group, is offering a new program to help meet this goal.
07/30/2014

Law Enforcement Finding Communications Advancements a Major Problem
The old Gilbert & Sullivan piece, 'The Policeman's Song', from 'Pirates of Penzance', may have first spelled it out to world as we know it: "When constabulary duty's to be done / a policeman's lot is not a happy one." These days, that constabulary duty is quite a bit tougher than it used to be, particularly in light of major changes in technology and new communications services that make court-ordered wiretaps difficult to actually execute.
07/30/2014

Journalists Suffering from Data Breaches
The past few years have led to new information about the ways in which U.S. security officials can track people via phone, email or other electronic records. However, human rights groups continue to speak out in regard to how these revelations have made it harder for journalists to report on government actions.
07/28/2014

Call Recording Week in Review
What an enlightening week in the world of call recording. Along with an exciting new product announcement from the folks over at Empirix, two of TMC's favorite contributors shed some much needed light on the world of call recording intelligence, both voluntary and involuntary gathered. So without further ado, let's dive right in.
07/26/2014

Beware of Call Monitoring Software Restrictions
Businesses are increasingly relying on mobile devices for communications. That means there is not only more use of call recording, but also new legal considerations emerging, which users should take into account before using cell phone call monitoring software.
07/25/2014

Empirix Gives Enterprises an Edge with its Conference Monitoring Tool
Audio conferencing has come of age, and companies looking to increase productivity are using conference bridges to connect people across time zones and geographical barriers. But these bridges really don't serve enterprises and providers if they cannot give a smooth customer experience. Empirix has launched what is touted to be a 'first-of-its-kind conference bridge monitoring application' that will hopefully ensure trouble-free conferences.
07/25/2014