Call Recording in the Contact Center Adds Value to Businesses
Call recording has come a long way since its introduction in the call center industry – where it started out as a way to enhance customer satisfaction, reduce customer call disputes and effectively monitor compliance.
However, with growing importance of applications today, call recording activities have evolved into a powerful and manageable business tool.
Recently, Brian Humenansky, vice president of product engineering at Calabrio revealed four steps to optimize call recordings at contact centers.
Calabrio Call Recording makes the task of recording, archiving and retrieving all calls more manageable in IP-based networks. Organizations can choose to record all calls within the enterprise, or just for particular groups, departments or contact center teams.
According to Humenansky, call center managers should follow four steps to leverage call center recordings to their fullest potential.
The first step involves the understanding of the call recording process followed by refining the metadata. Next, suitable security and monitoring settings are initiated. Finally, the last step is to determine all environmental needs.
Calabrio’s call recording solution is easy to use and is based on a modern Web 2.0 interface that makes the product simple to deploy. It involves lower administrative costs and the synchronization with ACD automates the basic task of adding, moving and deleting users.
In addition, the solution is cost effective owing to lower infrastructure costs, lower server software fees and the use of existing database resources and storage. It also reduces time to resolution and the recording verification provides peace of mind in critical applications.
Back in March, an advanced recording application created by Calabrio for Cisco MediaSense was made available via the Cisco SolutionsPlus program.
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Edited by Stefania Viscusi