Call Recording Featured Article

TMCnet Call Recording Week in Review

November 24, 2012

By Rachel Ramsey, Call Recording World Web Editor

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.

For a large number of enterprises and VoIP operators, VoIP and SIP quality monitoring services are too expensive to afford. In an effort to offer an affordable alternative, OTel Telecoms, a provider of licensed VoIP Infrastructure solutions including VoIP switches to ISPs, ITSP and LCR companies, has come up with a cloud-based SIP quality and fraud monitoring service, the Sentinel Global Service.

VoIP fraud, over-contention on networks and a maturing technology requires a good measurement, analysis and Network Operations Center (NOC) tool. According to OTel officials, Sentinel offers all of this plus more, without expensive investments in the competing service.

If you’re a salesperson or a sales manager, chances are you’d like to improve your pipeline. Who wouldn’t? While you may take the typical steps to do so – ensure your marketing materials are top-notch, make sure your leads are warm and take extra effort to know your prospect before you set a foot in the door – you may still be missing something. A recent article by Kim Reisman on Business2Community says the best way to make sure your sales pitch is as perfect as it could be is by using a qualitative measurement approach: literally recording and listening to sales demos and telephone conversations to determine the quality of your approach.

Also this week, you can now explore and record family history on with The Voice Library – a fun and available tool at a very affordable rate. The Voice Library, via an introductory Voice Library, is available at a $50 subscription fee, and allows you to record, preserve and archive audio recordings via telephone or computer microphone safely and securely. Once you are finished with the audio, you can easily organize your recordings in the convenient way.

Slowly but surely, this service is becoming increasingly popular and attracting new subscribers following the launch of its new corporate site, which has raised consumer awareness about the ease and product application across a myriad of market segments.

Stay tuned to the call recording community on TMCnet each week for the latest in call recording news and trends.

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