Call Recording Featured Article

TMCnet Call Recording Week in Review

January 19, 2013

By Rachel Ramsey, Call Recording World Web Editor

The explosion of voice over Internet protocol (VoIP) has led to VoIP calls exceeding analog call volume by double digit percentages. Organizations of all industries are turning to call recording systems for training purposes, regulatory compliance and enhanced customer satisfaction.

This week in the call recording space, Calabrio announced important upgrades to its call recording platform. According to the company, these new upgrades reduce the costs associated with the call recording process, and simplify recording-based applications. The new platform will provide enhanced TCO benefits, decreases in infrastructure expenses and ease of use. It will also enable improved efficiency in concurrent recordings.

OAISYS, a Tempe, Ariz.-based provider of business voice documentation and contact center management solutions, recently obtained patent No. 8,335,299 from the United States Patent and Trademark Office (USPTO) for its Portable Voice Document (PVD) technology. The company’s patented PVD technology provides users with access to recordings via encrypted media file streaming. This facility allows users to share digital sound files/recordings through link distribution and not through file transfer, effectively enhancing security while sharing media.

Online third-party booking systems for hotels and vacations, such as Priceline.com or Expedia.com, are certainly a popular option when customers are looking for deals. But when a customer knows exactly where and when they want to stay, many choose to book directly over the phone with the establishment’s reservation agents or front desk staff. The problem? Too many hotels fail to recognize the pivotal role these staff members play in their sales and business. One solution is boosting sales training for hotel employees, but another option has been sweeping the hotel circuit lately, and with impressive results—more incentive programs. Call recording solutions can help with both of these to boost employee productivity, efficiency and satisfaction.

When calling a contact center, we’re used to hearing “this call may be recorded for quality assurance purposes” by now. Most of us have no complaints with that; after all, it ensures the information we provide will remain on-record, and if the call center agent does a poor job, there’s recorded proof for it. However, what if we’re not told that the call will be recorded? Those who are used to call centers and call center technology have come to take it for granted, but not everyone has the experience or forethought to assume that what they say will be recorded for posterity. If they’re not informed, the fault for that lies with the call center, and in some instances that means the center is breaking the law.

The most important aspect for any type of business to thrive, whether it’s retail, hospitality or medical, is for the consumer to receive the best quality customer service care, especially when communicating over the telephone. This means that employees must handle every customer with respect and care and do everything in their power to find a solution to whatever issue at hand. As a way to monitor and improve the quality of business, employers have the option of purchasing a call recording system, which can be customized depending on the size and characteristics of the business. 

The number of unsolicited marketing calls has increased in the last few years. Understandably, those who subscribe to do not call services are also on the rise, putting more pressure on companies that rely on these marketing calls for their business. On one hand, they need to find more customers through these calls, and on the other, they must abide by specific regulations.

Helping companies in this task, Gryphon Networks introduced Core Phone Mobile, which makes it easier and more effective to deal with DNC regulations. This new dialer application can be used with iPhone and Android devices and makes use of the company’s sales intelligence and do not call compliance services. The application also provides call recording services, which helps users to review calls made by customers and ensure a quality of customer service that’s consistent with what their callers expect.

That’s it for call recording news this week – stay tuned to TMCnet’s call recording community each week to stay up-to-date on the latest in the industry.

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.



blog comments powered by Disqus