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TMCnet Call Recording Week in Review

October 06, 2012

By Rory Lidstone, Call Recording World Contributing Writer

Welcome to another TMCnet week in review, bringing you the most notable events of the week from the call recording sector. Let's get going!

First, Acqueon Technologies' flagship product AiQ has been certified as fully compatible with Microsoft Lync. Combined, these two products become a full ACD contact center solution powered by SIP.

Other advantages brought about by the marriage of AiQ and Lync include new features like call recording systems, the ability to make contact across multiple channels, as well as inbound and outbound dialing. This, combined with Lync 2010's robust unified communications capabilities, results in a powerful solution for small to medium-sized businesses.

Next, CallProof released an update to its mobile CRM app, featuring full compatibility with the iPhone 5. As such, this version specifically takes full advantage of the new device's powerful processor and larger display size.

While the app is still compatible with other iOS devices, the iPhone 5 version boasts an exclusive feature: full integration with the iOS maps app. As such, iPhone 5 users will be given directions to potential clients, while being notified of nearby potential clients.

In other news, Gryphone released Core Voice, a complete call recording and business intelligence solution for capturing conversations in real time from any phone. This makes it easy for companies to retain crucial data of customer interactions.

"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," said Eric Esfahanian, general manager, Gryphon, phone-based services. "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."

OAISYS announced its intentions this week to demonstrate the enhancements of the version 7.3 update to its Talkument and Tracer software solutions at a summit in Surrey U.K. The two solutions are to come complete with speech search functionality and the Mobile Recall application.

Both Talkument and Tracer are designed to help companies improve customer service, reduce costs, increase revenue and drive overall profitability. They support virtualized deployments and are compatible with leading IP business communications systems such as those from Avaya, Mitel and Shoretel.

Lastly, Tango Networks unveiled its Mobile Call Recording application, which allows companies to record store calls made by employees from any mobile device. This application works with the enterprise call recording system offered by Tango, routing calls and messages to it.

“Mobile Call Recording provides enterprises, particularly those in the financial and legal industries, with the monitoring and compliance capabilities for an employee’s mobile device,” stated Brenda Boehm, president and chief executive officer of Tango Networks. “The growing demand for compliance-related mobile call recording is an important topic in the industry."

That wraps up this week in review. Be sure to check out the main Call Recording Channel for more news in this sector.



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