Call Recording Featured Article

Gryphon Unveils Call Recording and Business Intelligence Service, Core Voice

September 25, 2012

By Mandira Srivastava, Call Recording World Contributor

The call recording and business intelligence service is necessary to optimizing customer care, facilitating agent performance and measuring individual and team efforts. To improve customer care practices and workforce performance, Core Voice, a comprehensive call recording and business intelligence service, has been introduced by Gryphon, a provider of cloud-based, marketing privacy compliance and sales-effectiveness solutions.

Gryphon Core Voice is built right into telecommunications networks and offers a carrier-grade, high-availability environment that doesn't require complex network adjustments.

Core Voice has been developed to capture voice conversations in real-time, from any phone used to conduct business. It allows enterprises to easily record and analyze customer conversations to instill more business, work more effectively and gather critical business intelligence. These customer-related voice conversations also offer advanced monitoring and analytic capabilities so managers can gain better insight into sales activity and marketing effectiveness.

Eric Esfahanian, general manager of Gryphon's phone-based services said in a statement, “With the strengthening of call recording laws like Dodd-Frank, companies have to find ways to capture sensitive conversations that could originate from any phone, at any time. These same companies want the value that targeted analysis of client conversations could bring to new-hire training, sales-team optimization, and customer-service levels.”

"Core Voice brings truly practical speech analytics to distributed marketing groups. Managers can better train, retain, and reward top performers based on actual interactions, while being notified of issues before they become real problems," added Esfahanian. "We're bringing call-center levels of marketing compliance and management visibility to the entire enterprise."

Core Voice offers 100 percent guaranteed compliance with Do-Not-Call and other marketing privacy regulations. It offers target speech analytics, key phrase and emotion alerts and agent-Initiated recording.

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Edited by Rachel Ramsey

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