Call Recording Featured Articles

  • Noble Systems Gets a Slew of Contact Center Patents
    Noble Systems Corp. this year has racked up a dozen new patents related to contact center technology. That includes patents related to data security, interaction management, speech analytics, strategy planning, and TCPA-compliant wireless number dialing. Here's a list of the specific patent numbers and what the patents address.
  • Toshiba's UC Platforms Get a Call Recording Boost with Clarify Addition
    Call recording's value to an organization can't be understated, especially for those organizations that are required to have such tools in place by various regulations. Even those who aren't required to have it find use for it, and Toshiba is stepping up its own involvement in the field with its new Clarify Call Recording system, a new addition to both IPedge and the Strata CIX with IPedge App Server system.
  • How Call Recording Beat Kidnappers and Reunited a Family
    The benefits of call recording tools have been known for some time now; protection against lawsuits, improved customer service, better training and so on. Now, we can add one more benefit based on an incident in Palghar in India, which saw call recording tools used to beat kidnappers and reunite a family within hours of the incident.
  • Cognia's New London Office Enjoys Ideal Location
    Cognia works to help organizations address some of their most pressing compliance, service-assurance and productivity challenges. Both small and multinational organizations rely on Cognia to help settle these issues. These businesses come from a range of industries, including finance, energy, healthcare and retail. Through their global communications-intelligence platform, the company transforms the cost and ease of capturing, storing and analyzing mobile, fixed-line and digital interactions. Due to its success, the business was recently able to open a new office in London.
  • Lifesize CEO: Reinvented Company Seeing Strong Customer Traction
    It's been a crazy few years for Lifesize, but the company's founder and CEO, Craig Malloy, is today happy to report that the recently reorganized and once again independent business has had a lot of success in the last year and seems to be on the right track.
  • Call Recording Issues for Windows 10 Fixed
    The ability to record calls for everyone within an organization is extremely important for companies that have to abide by regulatory compliances, whether they are on location or not. And because today's employees can work from anywhere with just their smartphone, not being able to record the calls when they are off-site can be problematic. So when a glitch was reported with the Voice Recorder app of Windows 10 Mobile, users quickly made Microsoft aware of the problem.
  • Illegal Call Recording Could Settle Kanye West/Taylor Swift Feud
    The pop culture trio of Kanye West, Taylor Swift and Kim Kardashian effectively broke the entire Internet earlier this week. For those who are not up to date on the situation, here are the cliff notes.
  • Call Recording Week in Review: Aeriandi, TeleVoice, Verint
    This week in call recording headlines, security, award wins and advice on what to do with the recordings all made the news.
  • Proxy Networks to Expand Aeriandi's Secure Recording Capabilities
    The recordings can be used to improve performance, analyze customer insight and audits for compliance regulations using the Aeriandi archiving and retrieval capabilities already available in its platform.
  • TeleVoice Turns 30
    TeleVoice, the customized call center solutions company, recently celebrated its thirtieth birthday. The company was founded in 1986 shortly after the breakup of AT&T, which at the time was the sole leader of the telecommunications industry. TeleVoice entered a world where interactive voice response communications were severely lacking, due to the lack of sophisticated scripts and limited call recording means.
  • Avoid the Call Recording Paradox by Using Data from Recorded Calls
    Mining data to glean business insights, trends and valuable customer feedback is becoming a standard part of conducting business. Call recording offers a veritable goldmine of insights, and yet the data from recordings is often not used to its full potential.
  • Verint Awards Speech Analytics, Engagement Management and Workforce Optimization Customers
    During the recent Verint Engage 2016 Global Customer Conference that took place in Chicago, the company named BMO Bank of Montreal as the winner of its 2016 Engage Global Customer Awards Program in the "Enriching Interactions" category, with Garmin receiving the "Highly Commendable" distinction in the same category.
  • New York Life and Express Scripts Win Verint Engage Global Customer Award
    The initiatives Express Scripts implemented were designed to first collect actionable data using the Verint platform. Once the company had this information, it put in place processes that made contact centers more efficient by empowering front-line agents with the capability to provide and review information with callers, which in this case where patients.
  • Call Recording Solutions Need to Support a High-Level Customer Experience
    Customer service used to be the name of the game in the contact center realm. Back when the phone and snail mail were the primary ways to communicate with customers, offering a one-size-fits-all customer service solution made sense.
  • Orecx Adds REST API for Even More Flexibility
    Orecx is a provider of open source-based call recording software. But now the company's solutions are becoming even more open with the release of a REST API that enables users to do customization more easily.
  • Tapping Into Your Call Recording Data
    The Huffington Post recently profiled founder and CEO Steve Richard to discuss ways to utilize data from recorded sales calls. Richard pointed out that although many companies now record all of their sales calls, very few of them actually have the means to make any sort of use of this data. Richard went on to reveal some of his tips for tapping into the gold mine of recorded call data.
  • Business Plus Releases Office, Mobile Calling Service
    In this package, Business Plus begins by offering businesses VoIP phone service for their offices and wireless phone service for their mobile devices. It then tops that base with a number of call center features and the addition of email and texting. Business clients can then route incoming calls as they see fit and connect with customers through multiple channels.
  • 8x8 Offers Updates on its DXI, QSC Offerings, Analytics Roadmap
    Last year around this time 8x8 acquired DXI Ltd. and Quality Software Corp. Now the company is working to bring the DXI outbound dialer, which was initially available in the U.K., to the U.S. At the same time, it's readying the QSC quality management solutions - which include tools for agent scoring, call recording, playback, screen reporting, and speech-to-text - for commercial availability starting in August.
  • Robocalls Strike in Record Numbers in May
    The robocall-that menace that strikes at almost any time of the day or night with no human intelligence behind it to tell to go away-is hitting United States phone lines in ever-increasing numbers. The word from YouMail's National Robocall Index proves just how far this particular problem goes, as American phones were hit with what estimates called 2.49 billion calls just in May alone.
  • Dialoga Brings New Options for Customer Service Improvement to Spain's Roadways
    Dialoga's system won't address all the problems RENFE could face, but it will likely address sufficient numbers to keep most riders in place and bring in some new ones via positive word of mouth. The point is that RENFE isn't just coasting, but rather, actively working to make itself better, and that's a point anyone can get behind.
  • MiaRec Adds More Languages to Call Recording Solution
    Companies that often have to deal with conversations in multiple languages should give strong consideration to multilingual call recording solutions like MiaRec. They can save both time and money, and create more detailed analytics to aid businesses.
  • Call Recording Week in Review: iQventures, Calabrio
    This week in call recording headlines, we continue to hear about the problems and potential for laws to be broken in California due to the strict nature of their call recording laws.
  • Calabrio, Five9 Announce Integration, Cross Selling Partnership
    In February WFO leader Verint Systems announced the acquisition of Contact Solutions, a provider of cloud-based voice and mobile customer care solutions. Just last month NICE, the other leader in WFO, revealed plans to buy cloud-based contact center solution provider inContact for $940 million. And today WFO company Calabrio and cloud-based contact center provider Five9 unveiled a new partnership that involves integrating their products, which both companies will bring to market.
  • Call Recording Evolves Beyond Humans to Include Analytics and Intelligence
    Human error is the weakest link with most technology solutions, and call recording is a prime example. In today's competitive economy it's simply not enough to record calls and have humans listen to a cross section of those recordings. Voice analytics and other types of intelligence are providing better tools to make call recording an extremely powerful tool.
  • Phone Calls Are Still Important for Customer Care
    Focusing on phone calls and what they bring to the business as far as leads and quality data remains of primary importance.
  • California Call Recording Statutes Reveal Hazard of the System
    A content marketing firm pointed out this week that the laws governing California's call recording mandates may be unclear to the point of litigation. Indeed, at least one large company, Wells Fargo, has come under fire as of late because of missteps with the "California Eavesdropping Statutes."
  • Call Recording Week in Review: VBrick, Earthlink, ProblemSolutionHQ
    This week in Call recording news we continue to see call recording being added to offerings in the business world and across verticals to further add value to communications.
  • Samba Tech Releases Kast Mobile App for Audio, Video Sharing
    Samba Tech is reaching high with this app - beyond email and texting, into the realm of voice and video, but with a focus on security and user choice regarding the type of content they want to handle. If they can pull off the balance between what one is allowed to post and what one wants to post (and include robust security in the mix), those predictions about it being the next most-popular-app-in-the-world could come true.
  • VBrick's New Addition to Rev Offers Recording
    The Rev platform from VBrick was an impressive enough piece of engineering as it was; cloud-native setup and a host of enterprise video options all combined into one package. Now, Rev's got some new features to it that will add a highly valuable new feature to its video operations: streaming and recording.
  • ProblemSolutionHQ Adds Call Informer Solutions to its Product Line
    Small business owners face many challenges, but digital technology is making it possible for them to acquire enterprise grade solutions so they can address these challenges head on. A call recording platform with monitoring, tracking, analysis and reporting capabilities such as the one Call Informer offers is one of those technologies.
  • Maryland Legal Aid Taps Earthlink for New Services
    This isn't the first time Maryland Legal Aid has turned to EarthLink for services; it's has actually been an EarthLink customer for the last six years, particularly for voice and data services. In that time, Maryland Legal Aid has expanded to 12 offices and three District Court Self-Help Resource Centers, backed up by fully 300 staffers, which means new tools are necessary.
  • Pinnaca Record and Stream Offers New Option for Unusual Recordings
    Call recording is talked about a lot, especially given the fact that for most people the telephone is still the first means of contact with an organization. With an omnichannel experience increasingly desired, and video calling and the like becoming more prevalent, maybe call recording by itself isn't enough any more. That's where Pinnaca steps in with its new Pinnaca Record and Stream system.
  • Intelliflo Gets Ready for MiFID II, Makes Call Recording Features Available
    The adviser management software Intelligent Office by Intelliflo is used by financial and mortgage advisers, network providers, service providers, and enterprises, with more than 1,600 financial advisory firms currently using the system. This makes Intelligent Office the perfect technology for regulators to keep an eye on it.
  • Are Tax Officials Listening to Your Calls Right Now?
    There's no doubt that the government wants more tax money. That's how it exists, after all, and the more tax money it gets its hands on the better it preserves its own existence. Using call recording tools would be a natural extension of such behavior, which is also a point explaining why there are so many laws around the use of call recording. If regular people used call recording in a similar fashion, it could be used as a vector for blackmail. So citizens and corporate users, therefore, often see a degree of regulation, like two-party consent, though this isn't the case in every state.
  • Facebook Says It Does Not Record Mobile App Calls to Boost Advertisements
    Facebook has denied the recent allegations from news media and users that it records its members' conversations to better serve them advertisements.
  • Grandstream Announces Interoperability with CTI Solutions
    Grandstream's UCM series of IP PBX appliances support up to 2,000 users and 200 simultaneous calls as well as hundreds of Enterprise-grade IP PBX features. This includes, multi-level IVRs, auto-attendant, call queues, voicemail/fax forwarding to email and more.
  • Call Recording Week in Review: Verint, Dubber, Skype for Business
    This week in Call recording news, partnerships and new offerings made headlines.
  • Samsung Offers Enterprise Class Collaboration with SCM Compact
    Mobile technology now makes employees available at all times, which is responsible for new levels of efficiency and productivity for businesses. But disparate communications solutions deployed within a company have complicated the way everyone interact with each other. The Samsung Communication Manager Compact (SCM Compact) is an all-in-one IP communications platform designed to give SMBs the ability to more effectively manage their mobile workforce.
  • Keeping Track of Your Legacy Call Recording Data
    As the retention time periods of recordings get longer, and organization extend that period even beyond the minimum requirement, which in some cases can go as far as keeping it forever, they have to find new ways to transfer the content to new storage systems. This also includes deploying the right recording management technology, to quickly retrieve any recording when it is needed with minimum time and effort.
  • RedOwl to Gain Verint Call Recording, Voice Analytics
    RedOwl and Verint Systems both work in the same area of business. They each use their software to help businesses gain more information about their daily operations. In turn, that information can help each business client determine its level of security and the ways in which it can better connect to customers.
  • BroadSoft Gets a New Set of Call Recording Options with Dubber
    Companies the world over are waking up to the sheer potential of call recording, and seeking ways to put it to use regardless of the currently-used communications platform. UC providers like BroadSoft are likewise waking up to the opportunities presented by call recording, and are working hard to provide these tools to companies increasingly hungry for their use.
  • Desperate Times: Does Skype for Business Need Call Recording?
    There are plenty of options when it comes to call recording, and even when using Skype for Business as a primary contact method. In the end, the point is just to figure out what's best for the business and then put that tool to use. That can be a difficult proposition; when there are a large number of options on hand, the odds of picking a tool that's less than optimal are pretty high. However, if one considers success as "having a working call recording tool in place," then success is fairly likely.
  • Datatex's Latest Version of iReCall Offers Slate of New Options
    When it comes to call recording apps for Android devices, there is no shortage of competition. A search for call recording on Google Play provides a list of apps so deep a user has to scroll down through eight lines of listings just to find one that isn't free, with ERA Ltda's Call Recorder Pro at $1.58. Datatex, perhaps seeing the kind of competition in the field, recently stepped up its own call recording app, iReCall, with a slate of new options.
  • FBI Investigation Leads to Wiretap Letters from US Attorney's Office
    No matter the situation, letters from the U.S. Attorney's Office can come across as frightening. Individuals who have no connection at all to wrongdoing could still end up on the receiving end of such correspondence, which is enough to make one's hair stand on end. Lott, for instance, indicated that he was not surprised he received one because of his standing in the community. Yet he noted that his daughter-in-law was a little shaken when she found out (a second letter addressed to Lott reportedly ended up delivered to his son's home).
  • CallCabinet Joins Vodia PBX System to Bring Call Recording Power to the Enterprise
    Call recording has long since established itself as a vital, often useful, and sometimes outright required part of everyday operations, depending on the industry, the use case, and the physical location in which it's used. A new force in call recording has recently stepped in to drive call recording at the enterprise level: the combined effort of Vodia multi-tenant private branch exchange (PBX) and CallCabinet's call recording systems.
  • CallCabinet Combines Atmos Recording with IVR Tech Call Center
    CallCabinet announced this past week that its Atmos call recording software is now available to work within the IVR Technologies call center application, Talking SIP and Call Center.
  • Employee Smartphone Use Challenges Norms of Quality Management and Call Recording
    By choosing an enterprise solution that accommodates mobile devices, companies can skip the cumbersome and piecemeal approach of downloading apps for different device platforms, and ensure that those recordings become part of the company's overall quality management program.
  • Call Recording Week in Review: CallCabinet, Liquid Voice, TCN
    This week in Call Recording news, growth in the market continues to make headlines.
  • CallCabinet Teams with Vodia for Cloud-based Solution
    That "pay as you grow" features is a big draw for businesses, as many times organizations find themselves needing to scale at greater speeds than they originally anticipated. The simplicity of Vodia's architecture is thus very important, as it allows for rapid scaling if needed.
  • Liquid Voice Lands New Distribution Force in New Zealand with Cogent Deal
    Distributors do a great thing for businesses, opening up whole new markets that previously may not have been available. Liquid Voice recently took advantage of just such a new market development by signing a distribution agreement with Cogent - giving Liquid Voice its first-ever access to the New Zealand market.
  • TCN Reaches New Growth Milestones, Showing Its Chops in Call Center Operations
    Good news recently emerged for TCN, a company that focuses on enterprise-level cloud-based call center systems, as it achieved a slate of milestones illustrating its growth. With successes in mergers and customer counts, the company had plenty to be proud of, but wasn't resting on its collective laurels.
  • Call Recording Week in Review: Verint, Teo, MiaRec, More
    This week in Call Recording headlines we saw partnerships, industry recognition and new product releases cross the wires.
  • Call Recording, Other Tools Can Bring Greater Value to Self-Storage
    Call recording, particularly when part of a call center, delivers a lot of benefit for self-storage and other companies. With a call recording system, businesses have an easy way to refer back to issues raised during said calls, and can present information to callers in their own voice. The recordings can be used to ensure total accuracy in customer requests, and should there be issues about what was provided, the recording can be used to placate the customer.
  • Verint Recognized for Recording Innovation
    Today's business landscape is more diverse and multi-functional than ever before.
  • MiaRec to Show off Cloud-Ready Call Recording
    San Jose, California-based MiaRec is well known in the industry for its global call recording and interaction management solutions that offer call recording, screen capture and other contact center tools for both service providers and enterprises.
  • Teo Technologies' New Teo Analytics Gets More Out of Call Recordings
    It's great to have data, but it's never enough to just have it. Data has to be used to be truly effective, and call recording data is no exception. Teo Technologies may have a solution in hand with its new Teo Analytics system, a new tool that takes its current line of unified communications and multichannel call center systems and adds analytics to help get more value out of the data on hand.
  • Call Recording Week in Review: StoraCall, Pexip, Abiliteam
    This week in Call Recording headlines we looked at the link (or lack thereof) between call recordings in the cloud and those done on premises.
  • Storacall's New Storm Cloud Call Import Improves Internal Call Recording Capability
    Storm Cloud Call Import gives users the ability to import recordings from cloud-based systems and bring them into a premise-based infrastructure. A business may need to do this for a variety of reasons, ranging from requirements to store certain data on premise for a certain length of time, to requirements to store such material in central locations for compliance with certain legal matters, or just as a means to have the recordings readily available for access by other functions.
  • Recordings in the Cloud Lack On-Premise Integration - Until Now
    The battle between the cloud and premise-based communications and computing has often been a focus on one or the other. In reality, a number of environments are trying to manage both in a way that makes sense for their operations. When call recording is a must-have in the mix and the potential for complete cloud communications is not yet realized, there has to be a way to efficiently manage recording and archiving of all interactions.
  • Call Recording an Important Component of Any Mobile CRM Solution
    In addition to call recording, real-time functionality like syncing and analytics are also valuable features for any mobile CRM solution. Agents in the field need up-to-date access to all data, including recorded calls, and solutions that push that information in real time are a major asset. Being able to study aggregate data to look for trends and metrics is another huge benefit for representatives, and an important feature for any mobile CRM offering.
  • Pexip Infinity Collaboration Tool Gets a Recording Boost from Abiliteam
    Collaboration tools are valuable in the field, mainly for the ability to connect sectors of a workforce separated by geography, time of day, or other matters. Collaboration tools can sometimes lose that value after the collaborating is done, as users forget what was determined during the collaboration. A new development from Abiliteam gives those who use the Pexip Infinity collaboration system a little extra edge: a recording, streaming, and asset management platform.
  • Call Recording Week in Review: TelStrat, Semafone, CTD
    This week in Call Recording headlines we heard about the troubles facing call centers in Canada and why technology like call recording is a vital tool in the competitive marketplace today.
  • Canadian Call Center Systems Face Disaster Amid System Replacement Issues
    The whole situation is a bad one for Canada, and one that needs to be resolved quickly. With employee paychecks on the line, a full-on revolt may be ahead, and one that might cripple Canadian government operations. Improved call center operations may be just what's needed to fix this, underscoring the importance of the call center in general.
  • CTD to Start Offering TelStrat's Engage WFO
    Computer Technology Distributing (CTD) has entered into a distribution partnershinp with TelStrat International. As a result, CTD can now offer TelStrat's complete solutions for call recording and workforce optimization as cloud services for compliance recording and customer service contact centers.
  • Semafone Shipping Up to Boston as Start of Global Expansion Plan
    Semafone is a company on the edge of a massive expansion effort. Reports are coming in that it's established a new location for its North American headquarters, to be located in Boston, and the secure payment software provider has some more plans for expansion beyond a new headquarters location.
  • Today, Call Recording Is Easy to Add, and Vital for a Competitive Marketplace Position
    Call recording is widely used in the customer support industry, but there is evidence it's not utilized as it should be. Many companies record calls because they are required by law - particularly financial services and healthcare - or because they need the occasional recording to evaluate the performance of an agent. What many organizations don't understand, however, is that call recordings are one of the most important tools when it comes to evaluating the customer experience and learning how you can improve it. It's also a great way to tap into your marketplace and understand how to grow your company.
  • Call Recording Week in Review: Versadial, BroadSoft, ASC Technologies
    This week in Call Recording headlines we heard the benefits in business and banking. We also heard about new interoperability and software development kit releases.
  • Call Recording Week in Review: Versadial, BroadSoft, ASC Technologies
    This week in Call Recording headlines we heard the benefits in business and banking. We also heard about new interoperability and software development kit releases.
  • Versadial Solutions Gives Recording Developers New Punch with New SDK
    For software developers, it's often good news when a new software development kit (SDK) comes available, as it opens up some new opportunities for development in the field. Versadial Solutions recently cracked up a slate of such opportunities with its new Call Recording Engine SDK, a tool that will give developers access to an array of functions for users.
  • Video Banking Integrated with Call Recording Can Improve Customer Engagement and Increase Revenues
    Video banking is fast becoming a reality, and close to 80 percent of banks worldwide plan on offering video-enabled banking services. A new report from retail financial association Efma and video collaboration specialists Vidyo shows that a vast majority of banks understand the value of high quality video services in improving customer engagement and satisfaction. When coupled with important features like call recording and click-to-call for mobile and web applications, video stands to revolutionize customer service in the banking sector.
  • EVOIPneo Call Recording Now Interoperable with BroadWorks Platform
    Cloud-based call recording solutions are important today because they cut costs and offer more intelligent monitoring options.
  • Employees on Smartphones: Is it Trivia Crack or Business-Related? Now You Can Know
    The idea of recording your interactions can seem like an unnecessary step outside of the contact center industry, but when was the last time you remembered every single thing the other person in the conversation said? This kind of retention isn't always necessary, but it is important in the world of business. Call recording can often make or break the transaction.
  • Call Recording Week in Review: Avoxi, ServeMeBest, Voci, MediaRecorder
    This week in Call Recording headlines we heard about new solution offerings, partnerships, and got a glimpse into the future where applications are headed.
  • MediaRecorder API Gives Users Access to a Browser-Based Recording System
    Call recording systems deliver great customer service because they allow for easy training tools, make orders come out exactly right and so much more. Sometimes it's even required by law to have a recording system in place. What if that kind of capability could be extended to the Web browser? That's a question about to be answered thanks to the new MediaRecorder application programming interface (API).
  • Avoxi Adds Salesforce Integration to Smart Queue Call Center
    Avoxi begins this partnership by allowing call center agents to continue with their work by contacting more customers. It also provides managers with reporting tools to see all the activity Smart Queue has logged throughout a given time period. Managers can gain a live view of how many calls have been transferred and can look in the history to see gains in call center productivity.
  • ServeMeBest Hits Florida, Shakes Up Roster
    Improving contact center operations is, for many firms, an increasing priority. As the main touchpoint for large numbers of users, it's the point where a lot of sales efforts are made or broken, and the point where current customers become either repeat customers...or former customers. Being able to deliver a better customer experience, with first-call resolution, is vital to ensuring the best chance of repeat business. ServeMeBest's line of tools, coupled with its new VP's experience in the field, makes it a great prospect to deliver that high-end customer experience.
  • Mattersight, Voci Get Together to Bolster Data Analysis
    One of the great benefits of call recording is to provide a steady stream of fodder for big data operations to analyze. From that data, an analysis can produce actionable insight, those things that turn what customers seem to want into actual things that a business does. Mattersight Corporation and Voci Technologies recently got together to bring a new power to call recording that should make for better analysis of the recordings made.
  • Call Recording Week in Review: TelStrat, ASC
    This week in Call Recording news, ASC announced it was chosen by the country of Estonia to upgrade the call recording system for its public safety network.
  • Comings & Goings: Mike Berlin Joins TelStrat as SVP of Global Sales and Business Development
    TelStrat, a top developer of call recording, quality management and workforce optimization solutions, has made a new addition to its executive management team this week, by bringing Mike Berlin on board. Berlin will now serve as senior vice president of global sales and business development for the company, and will also be responsible for all TelStrat sales and sales engineering activities.
  • Why Call Recording is a Must for Collections
    While it may seem risky to have a "bad call" recorded as it can come back to haunt later, it's much better to be able to demonstrate compliance with industry regulations. Call recording can ensure that all collections activities are meeting with expectations so the business can go on to be profitable.
  • If You're Not Recording and Analyzing Mobile Calls, You're Missing Out
    To ensure you're remaining compliant with the law, however, make sure you understand the call recording rules of each state (or country) you operate in. Most states are "one-party consent" states, which means only one party to the conversation needs to know it's recorded. (More on the legality of call recording here.) Others require that both parties are notified however, so ensure that your "this call may be monitored" messages are following you into the mobile realm.
  • Estonia Taps ASC to Upgrade Call Recording System for Public Safety Network
    The country of Estonia has chosen ASC's EVOIPneo for its TETRA public safety radio network. The network, known as ESTER, is operated by the country's SMIT (Center of Information Technology and Development). The network comprises more than 100 base stations across Estonia allowing first responders such as police, rescue offices, border guards and others to communicate.
  • Call Recording Week in Review: Coordinated Systems, Zendesk, DGT
    This week's call recording headlines demonstrate that the technology is necessary in so many applications across varying industries. Not just for legal protection, but also to improve efficiency and operations.
  • Wells Fargo Bank Agrees to Pay $8.5M to Settle Call Recording Lawsuit
    The settlement Wells Fargo had to pay is not small for any organization, but for companies that are much smaller, these types of fines can be detrimental. The good news is there are a wide range of solutions in the market place to ensure you are always compliant when it comes to call recording.
  • DGT Upgrades Polish Emergency Services Radio Communications
    DGT, a provider of communications systems for emergency response organizations, recently provided details about its upgrade of the National Emergency Medical Services in Poland.
  • Coordinated Systems Brings New Power to Virtual Observer
    Zendesk's app marketplace just got two apps stronger as Coordinated Systems Inc. (CSI) brought out a pair of new tools for Virtual Observer and Zendesk users, giving both tools new capability in the filed and a means to not only record interactions, but put these recordings to better use in other applications.
  • Why Robust Call Recording Demands the Addition of the ACD
    With deep insight into each interaction, you not only know that customers are getting the attention they need, you can also monitor accuracy among employees. Whether you're implementing the tools to run an in-house contact center or you simply want to be sure that all employees are following protocol, complete visibility is critical. And, with the right statistics and reporting tools, you can ensure an efficient operation where employees are compliant and customers get what they want.
  • New Feature Ensures that Call Recording Announcements are Made for All Calls
    MiaRec announced recently that it added automatic recording announcement functionality to its call recording software. The new feature will allow businesses to ensure compliance with call recording consent laws.
  • New Solution Reduces Labor Costs by Automating Call Recording Verification
    Red Box Recorders announced recently that it had released Assure: Daily System Check (ADSC), a solution with automated call recording verification. The company claims that by using this automation, businesses can save up to 60 percent on labor costs versus manual testing processes.
  • Don't Let Fear of Call Recording Laws Keep You from Using the Tool
    Buyers might actually like the idea that the call is recorded for their own protection in case of a he said/she said scenarios cropping up in the future. In the case of cold calls - perhaps from an outbound contact center - the caveat that the call is being recorded should be built into the script. If your company's legal team is really wary, there are call recording solutions that record only the salesperson's side the call, which is a way to get around the two-party consent rules but still keep a record of the sales person's pitch.
  • 4 Reasons Call Recording is Worth the Cost
    The practice of call recording has a reputation of being both good and bad. In the contact center industry, it serves as an important tool for quality monitoring and training purposes. In a small business, it can ensure that interactions are handled as they should be, delivering the right balance of service and accuracy. In the teenage relationship, it could be used as blackmail, giving it a less than stellar presence.
  • Call Recording Week in Review: TeleVoice, Business Systems,
    This week's call recording headlines included new implementations and a look at the benefits of customization.
  • Why Customized is the Only Way to Go in Call Recording
    What does call recording mean for your organization? Does it serve as a way to capture interactions that you can later use for training, or do you leverage real-time monitoring to ensure agents are delivering according to scripts and expectations? The practice is almost standardized in the contact center environment. In other industries, customization is the key.
  • South African Conglomerate Shows Why Call Recording Matters
    This time, the person who authorized the insurance policy could not even spell the name of the alleged customer, proving to just about anyone who heard the recording that the caller was not who he pretended to be. Again, though, the sales agent didn't ask questions.
  • Business Systems Assists Multinational Bank With Audio Recordings
    The bank reportedly faced issues regarding the integrity of its voice recordings and compliance with international laws. Two years ago, it found itself in a situation where it was required by law to keep its current recordings for at least five more years but saw its recorders and their associated operating systems becoming obsolete and reaching their end of life regarding support. This caused the bank to look for a product that could keep the recordings safe and handle any individual idiosyncrasies required by additional regulations. Business Systems has now moved those problematic recordings - 50 million strong out of six individual recording systems in five countries - into a central location.
  • TeleVoice Insight Brings New Power to Mortgage Operations
    All of these factors are excellent reasons to have call recording capability on hand. Not only is it valuable for agent training, letting the agent immediately see the right and wrong of every call without forcing the agent to remember what may have been part of a hundred calls made in a day, but also it allows for the satisfaction of certain regulatory requirements. While there's an incredible potential for misuse-one of the biggest reasons that there are so many laws involved-there's an equally incredible potential for added value. With mortgage servicing, this can be particularly important; no one wants a payment to go astray or a foreclosure to kick in without cause.
  • Call Recording Week in Review: CallTower, OrecX, Slack, SIP Print
    This week's call recording news headlines included new partnerships and solution releases.
  • CallTower Launches White Label Voice Platforms for Resellers
    CallTower recently announced the launch of CT Call Recording, and Skype4B with Integration (S4BSI). Both solutions will be offered as white label programs to resellers and feature technology from leading vendors in the communications sector.
  • Slack Adds Voice
    Call recording, by the way, can also be part of the Slack solution. In fact, late last year Clarify did a series of demonstrations in which it showed how to use Clarify with Slack to make, record, search, and transcribe audio calls.
  • Call Recording Isn't Just for the Call Center
    Insurance providers can also benefit from the training capabilities allowed with SIP Print call recording. Agent compliance is easily audited, comparing activities against regulations and company directives for customer service. Captured recordings of effective interactions are also easily shared across the agent base. This not only leads to improved interactions, it also allows for proper monitoring so that wrong information isn't distributed to the customer base.
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