TMCnet Call Recording Week in Review

February 16, 2013

While call recording may have previously had a bad rep for invading privacy and other security issues, it has turned around to become one of the most essential elements of a business. Call recording and call management systems are becoming more and more necessary in companies for reasons such as improved customer service, agent and employee training purposes and regulatory compliance.

To kick off the week, we explored the connection between call recording and emergency services. VoIP call recording has become more common in recent years, particularly in the case of public safety operations, including 911 emergency services as well as less urgent calls. Particularly in these scenarios, the advantages of recording phone conversations become clear. First and foremost, a call recording could turn out to be a useful piece of evidence if the call is related to a criminal act. Furthermore, a call recording can help out telephone operators in cases of liability.

For example, if an operator has given clear instructions, but they haven't been followed, or asked questions and not received clear, accurate responses, that operator cannot be held accountable for any mistakes made on the caller's end. In other words, call recordings can make it clear whether or not an operator was following procedure.

Also this week, Coordinated Systems, a provider of VoIP call recording and workforce optimization solution for contact centers, recently partnered with Automated Collection Services, Inc. (ACSI), an accounts receivables management company, to implement Virtual Observer Call Insight Speech Analytics in ACSI's headquarter contact center. The workforce optimization solution connects to ACSI's ShoreTel phone system, allowing the company to leverage call recording for compliance and quality processes. It also enables the company to record screen activity and evaluate the entire interaction.

Acoustic Technologies, a provider of voice processing solutions, has extended its collaboration with Tensilica Inc., a licensor of audio/voice digital signal processing (DSP) cores, to deliver a complete wideband HD voice processing solution for smartphones, tablets and other mobile computing devices. Tensilica's HiFi audio/voice DSP cores andAcoustic Technologies' SoundClear Voice software solution will together start shipping in major smartphones and other mobile devices and accessory products to provide optimal speech intelligibility.

Metelco, a value-added distributor of communication software solutions based in Duba, entered into a partnership with Cambridge-based multimedia communication specialist,C3, to add to its existing solutions offering. C3’s Network Messaging is a powerful solution that enables Mobile Networks Operators (MNO) and Virtual MNOs to deliver superior voice messaging services and easily deploy other revenue-generating applications, thereby increasing legacy streams and introducing new VAS revenue streams, at the same time as improving the customer experience and reducing churn.

Stay tuned each week to the call recording community for the latest industry news, trends and resources!

Edited by Brooke Neuman

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