Call Recording Featured Article

TMCnet Call Recording Week in Review

December 01, 2012

By Rachel Ramsey, Call Recording World Web Editor

Call recording gets a bad rep among consumers because of big issues such as invasion of privacy. When it comes to call centers and businesses, however, call recording is a great tool for training and ensuring optimal customer service. Call recording is also sometimes necessary to meet regulations and industry standards. Each week we are sure to cover the top stories in the industry on the call recording community; here’s a recap of this week.

After deploying a VoIP system, applications may not work properly together all of the time. Monitoring your environment for quality of service and business effectiveness allows you to proactively prepare for issues and maintain control of your network. The SIPCare cloud-based service from SIP Print, a provider of call recording and management solutions, covers your entire unified communications environment with comprehensive management dashboards and a suite of tools for active control.

Huge news in the VoIP space this week was the announcement that government can now intercept Skype conversations. Dennis Chang, president of VoIP-Pal, has just obtained a U.S. patent for “legal intercept” technology that Chang said “would allow government agencies to 'silently record' VoIP communications.” The system, patented by Chang, will help authorities identify and monitor suspects merely by accessing their username and subscriber data.

Also this week, a recent Business2Community report offered tips to help organizations improve call quality monitoring, including establishing an in-house quality control team, creating a secure database of all calls and including more than one method of control. A number of organizations will view call quality monitoring as critical for the constant improvement desired, but it should never be used as a negative strategy to put unnecessary pressure on agents or cause them to fall. Instead, monitoring should be used to enable agents, supervisors and the team as a whole to focus on continuous improvements.

Calibrus Inc is a development organization with a focus on social media and mobile applications, and provides hosted call recording, IVR services and third-party verification. RocketSpace has approved Calibrus’ Fanatic Fans application to be a member of it Accelerator program. Fanatic Fans offers a simple method of interacting with other fans at sporting events, concerts and other live events. 

In other news, Frost & Sullivan has recognized Verint for its market and technology proficiency in the Asia Pacific Market. Verint’s methods for customer-focused workforce optimization and voice of the customer analytics software assist enterprises to improve customer experiences, enhance loyalty, spot out revenue opportunities and competitive benefits and enhance performance and profitability.

Stay tuned to the call recording community on TMCnet for the latest in industry news, product announcements, trends and resources.

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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