Call Recording Week in Review: Gryphon, CallMiner, 3Logic, and More
The call recording industry hit the ground running this year. While we’re only halfway through January, there have already been plenty of developments, with more on the horizon thanks to ITEXPO Miami being held later this month. Let’s take a look at some of the call recording highlights from this week.
Starting off the week, sales intelligence and marketing compliance software provider Gryphon Networks announced a strategic partnership with CallMiner, a company specializing in voice and speech analytics software for contact centers. Under the new deal, Gryphon’s Speech Analytics will incorporate CallMiner’s Eureka speech analytics software, processing call metadata, call transcripts, behavior and call acoustics, offering managers a better overall picture their contact center agents’ performance. This will help clients to not only better understand their workforces, but also find ways to improve them for stronger overall business operations and customer service.
The Telephone Consumer Protection Act—originally enacted to help prevent customer harassment by phone—made plenty of headlines last year when it updated its policies for contact centers, impacting not only call recording regulations but also reinforcing the need for companies to honor the National Do Not Call Registry. For call centers, this means that they must keep their own “do not call” lists and correctly manage the use of autodialers. 3Logic, a company that develops its own platform for inbound and outbound calling, recently updated its TCPA compliance platform by adding features, which will alert call center agents to the types of projects on which they are working – TCPA or non-TCPA – and will allow employees to switch from one type of project to another.
Call recording is also making its way into another technology provider’s contact center offerings. TCN, Inc., a provider of cloud-based call center technology, announced this week a new strategic partnership with CarrierSales, a telecom master agency. CarrierSales will promote Platform 3.0, TCN's contact center suite, to its extensive agent network of value-added resellers, managed service providers, systems integrators, telecom resellers and hardware vendors. The platform includes features such as predictive dialing, interactive voice recording (IVR), call recording and business analytics.
Wrapping up the week, Call Cabinet Corporation unveiled the industry’s first cloud-based and compliant call recording solution. With the new solution, call data is redundantly stored to ensure safe-keeping, and it catalogues records in a user-friendly way that makes it easy to find a particular call or sort recordings. Plus, because the solution is cloud-based, access to it is not restricted to one location—rather, it is operable over multiple offices or PBX sites. Call Cabinet Corporation will be joining TMC at ITEXPO in Miami, Fla. from Jan. 27-30 at the Miami Beach Convention Center, booth #315.
These are just some of the many industry happenings from the week, so be sure to check back regularly for all the latest news in the space, and stay tuned for call recording announcements coming out of ITEXPO Miami later this month.