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TMCnet Call Recording Week in Review

September 03, 2011

By Ed Silverstein, TMCnet Contributor

It was a busy week in the Call Recording sector this week. Here are some of the major stories from TMCnet.

At the upcoming Gitex Technology Week in Dubai, ASC will be demonstrating its VoIP recording solution, EVOip, and quality management system, INSPIRATIONpro. Through analysis and evaluation of recorded call data and screen activities, INSPIRATIONpro, ASC’s quality management system, helps call center managers learn about their agents’ service level.

In another story, TMCnet’s Susan J. Campbell notes how customer service has long been talked about within the walls of the enterprise, but how closely is the customer experience monitored? Call recording can play a vital role in capturing the interaction between the customer and the contact center, but is that experience being optimized for performance? A Destination CRM report focuses on the role the call center plays in positive and negative reviews.

Also, the call and contact center world has long been privy to the benefits and advantages of call recording systems and solutions, but most recently, call recording software has breached a new vertical: the military. SIP Print, a call recording system manufacturer, has conducted work with Coretegra, an information technology support and utility company that recently was called upon to work on security efforts in Iraq for the U.S. military.

In addition, TMC (News - Alert) named Voice Carrier Office, a small/medium business (SMB) phone system and service, a recipient of a Communications Solutions Product of the Year Award. The Communications Solutions Product of the Year Award recognizes vision, leadership, and thoroughness.

And in another story, Daniell Burrus, CEO, founder, Burrus Research, writes there’s good news. The potential for real innovation, growth and new prosperity in the United States is vastly greater than the prevailing futureview suggests. We are in a time of massive, technology-driven, transformational change, pregnant with opportunity. Realize it or not, we have an unprecedented ability to create new products, new services, new markets and new careers — provided we exercise the futureview it takes to see them.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

 

 
Ed Silverstein is a TMCnet contributor. To read more of his articles, please visit his columnist page.

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