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TMCnet Call Recording Week in Review

October 20, 2012

By Ashok Bindra, Call Recording World Contributor

Some noisemakers in the call recording sector this past week were Google, NextiraOne and Eight Technology. Besides improved solutions and an enhanced SS7 monitoring and diagnostic system, there was also an announcement of a partnership to address mobile call recording issues.

TMCnet reported a new feature in Google’s AdWords Express, which takes advantage of VoIP to track calls placed in response to ads. Call statistics and analyses are available via an online dashboard. As per the report, the call tracking feature is already available in AdWords, and is now included with Google’s small business offering.

Likewise, contributor Rajani Baburajan reported that Europe’s communications service provider NextiraOne has won a project from NHS Trust, Birmingham Community Healthcare, to implement a single point of access for urgent referrals into its Rapid Response and community nursing services. This project caters to the aging legacy PBX system of the healthcare trust with a powerful new VoIP telephony system that incorporates centralized 24/7/365 operator service and high-quality contact center facilities, wrote Baburajan.

The report quotes Birmingham Community Healthcare’s ICT project manager David Hope, as saying, “In a very competitive tender with a shortlist of five, NextiraOne gave us the right balance of functionality and cost, but above all gave us the confidence that they could meet our tight deadlines for implementation. They are extremely experienced in delivering such complex systems and understanding the needs of the healthcare sector,” he added.

Baburajan also reported that retail motor software provider Eight Technology integrated CloudCall call recording software by SYNETY, a provider of hosted telephony software and services, into the company’s cloud enquiry management solution.

As per this report, CloudCall can now automatically link call recordings to customers’ records in Eight Technology’s DealerWeb cloud enquiry management solution for car dealers. This in turn offers a complete picture of transactions with customers.

Lastly, TMCnet Web Editor Rachel Ramsey reported on a bundled call center solution from BroadSoft called Call Center Xpress. It enables telecommunications service providers to deliver a feature-rich, end-to-end and fully scalable hosted call center solution to enterprise customers. The report shows that in reality, the Call Center Xpress was designed to help service providers offer hosted call centers to a broad range of customers, thereby delivering the benefits of a hosted architecture to enterprise customers in a simple-to-deploy package.



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