TMCnet Call Recording Week in Review

Today, organizations large and small are replacing analog systems at impressive rates, and Voice over IP (VoIP) calls now exceed analog call volume by double digit percentages. In fact, in some industries and professions such as call centers, financial services and the legal community, call recording is mandated by law/industry regulation. Many organizations are turning to call recording systems in increasing numbers for training purposes, for regulatory compliance and/or for enhanced customer satisfaction. Here are the top call recording stories from the week.

CTI (News - Alert) Group, a provider of telecommunications solutions, has formed partnership with Broadsoft to launch a new hosted call center solution with advanced features like call recording and analytics, open architecture and more. Launched at the recently held BroadSoft (News - Alert) Connections 2012 in Arizona, the new Call Center Xpress solution allows telecommunications service providers to deliver a feature-rich, end-to-end and fully scalable hosted call center solution to enterprise customers.

Also this week, ViziCall, a provider of call tracking and call recording solutions to enterprises, announced that its recently-launched application, MyDentistCalls, has already created an impression in the dental practice management arena. MyDentistCalls provides staff phone monitoring capabilities for training and management. It will produce comprehensive, real-time marketing reports for detailed ROI analysis, patient cost-to-acquire figures, new patient conversion analytics and much more.

To provide a closed loop quality monitoring process and give contact center agents a sense of ownership, Coordinated System has developed a Virtual Observer Agent Portal. Using the portal, agents can view peer statistics, play back their own calls, respond to evaluations and create their own reporting dashboards. Agent Portal eliminates the perception of big brother from the quality monitoring concept, and gives agents control over their performance and activities.

In more call recording and monitoring news, Noble Systems (News - Alert) is streamlining and enhancing customer billing operations for MCV Physicians. The company has delivered its unified contact center solution tailored to the medical practice group of the Virginia Commonwealth University Health System. Noble Systems has delivered its unified contact center technology solutions to many healthcare-related organizations that are leveraging them to address pre-care and post-discharge patient communications, revenue cycle management and more. This solution includes blended dialing and routing for outbound and inbound calls, IVR, call recording, unified agent desktop tools, and advanced management and reporting resources.

To provide an on-net, FSA compliant mobile call recording service, Red Box Recorders (News - Alert) has partnered with a cloud voice services provider, Natterbox. At multitenanted data centers, offsite or at client premises, onsite, recordings can be securely stored without the operational service issues of other solutions in the marketplace, thanks to the partnership. Enabling captured audio to be delivered via the cloud to a client premise or hosted Red Box solution, Natterbox will integrate its SIM-based mobile recording technology with Red Box's voice recording system.

Stay tuned to the call recording community on TMCnet each week for the latest trends, news and resources in the industry.