Call Recording Week in Review: Verint, Agile Cloud, CallCabinet
Welcome to the latest version of Call Recording Week in Review where we highlight all the biggest headlines from this past week in the Call Recording space.
This week, Agile Cloud, which develops cloud-based communications software for businesses, announced the release of its Cloco cloud-based call center offering.
The new IP-PBX runs in the cloud and offers clients a full set of call center tools. This makes it easier and more cost effective to have an inbound call center.
CEO Fujio Mimomo commented, “Customers have invested in PBX, call center software, and hardware to launch a new call center. We offer all needed systems as a cloud service,” Mimomo said. “Customers can use a full set of inbound call center functions without PBX if they have a PC linked to the Internet. This means customers can reduce [capital expenditure] using Cloco. For outbound, we will launch additional functions soon.”
Also this week, CallCabinet announced that its Atmos offering has won an award from TMC.
The call recording solution was given a 2016 Communications Solutions Product of the Year Award as a testament to the innovative technology and delivery model that CallCabinet uses to provide the service to its large customer base.
TMC CEO Rich Tehrani said, “Atmos is truly an innovative product and is amongst the best solutions brought to market in the past twelve months that facilitates business-transforming voice, data and video communications. I look forward to continued excellence from CallCabinet in 2017 and beyond.”
U.K. car insurance provider Admiral Group also said this week that it’s been able to become one of the top providers in the U.K. thanks to its ability to meet customer needs. Behind all of this is Verint. The company’s Speech Analytics and Quality Management and Call Recording solutions make it possible for Admiral Group to successfully capture and analyze inbound and outbound calls. With the information, it’s easier to understand the customer journey and to ensure training, operational efficiencies and a better overall customer experience is always had. Most recently, the company decided to add speech analytics to its recording and quality management investment as a way to gain better identify the root cause of calls and solve issues before they even occur.
Leeanne Harvey, customer insight manager at Admiral Group said, “Thanks to our connection and the technology, we have a more intelligent, faster and accurate way to analyze customer calls. Admiral has gained new levels of customer insight with solutions that include speech analytics, QM and call recording from Verint, enabling us to better understand the extent of potentially avoidable calls that we were receiving and the pain points in the customer journey, as well as increase visibility into the wider, ‘softer’ conversations with customers. In addition, the next-generation speech analytics has replaced multiple, overlapping labor-intensive processes, such as manually sourcing calls by type, and that has contributed to a dramatic reduction in the staffing resources required.”
Finally, we got a closer look at the value that call tracking solutions bring to business insights and metrics in THIS feature article by TMC’s Laura Stotler this week. Check it out to find out more.
That’s all for this week. Be sure to check back for all the latest in Call Recording news as it happens. Until next week…