TMCnet Call Recording Week in Review

November 17, 2012

The role of call recording is getting more credence as organizations and businesses see its value in customer service and satisfaction. It is becoming imperative as the technology advances and creates new applications.

iotconnectivitysolutions contributor Arvind Arora reported that call recording provider OAISYS’ call recording solutions Tracer and Talkument are now interoperable with BroadSoft BroadWorks voice application platform.

“The successful completion of OAISYS, Tracer and Talkument interoperability testing with the BroadWorks platform enables providers to further enhance the value proposition of their cloud-based services by effectively and reliably addressing the growing demand for advanced call recording functionality," noted Brian Spencer, president at OAISYS.

With the growing recognition of call recording and voice analytics technology, the experience of call center employees is improving. Experts think that voice analytics can produce valuable results in call centers. Consequently, reported iotconnectivitysolutions contributor Mandira Srivastava, Aspect Software, a provider of next-generation customer contact and enterprise workforce optimization, has partnered with City Park Technologies (CPT) to provide call recording and voice analytics technology across three contact centers, and 1,000 agent seats.

The report indicates that Aspect is ready to roll out the technology this month. The company will use voice analytics as a tool to improve sales and service performance across the contact center for its clients, wrote Srivastava.

In other news, iotconnectivitysolutions contributor Rajani Baburajan reported that call centers are implementing modern technologies like hosted predictive dialers to deliver effective telemarketing services. In addition to predictive dialers, telemarketing services are also implementing good computer telephony integration (CTI) system that provides both call recording and analysis, wrote Baburajan.

To give users a far better experience with audio conferencing, Firespotter Labs has launched a new version of its online conference calling solution UberConference. It is designed specifically for enterprise customers and large organizations, reported Rory Lidstone.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

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