Calabrio Unveils New On-Demand Audio Recording Controls Solution

Calabrio, a provider of customer interaction and contact center management software, reportedly has rolled out a new phone- and web-based “Recording Controls” software application, which offers on-demand audio recording control as well as annotation capabilities for anyone who communicates by phone, such as knowledge workers and contact center agents.

 

Designed to work with Calabrio Compliance Recording and Quality Management products, and Cisco (News - Alert) Quality Management software (versions 2.6.x or higher), the new software application is designed to help personnel who handle critical phone-based transactions to control on-demand call recording.

 

Officials with Calabrio (News - Alert) said that the recordings from the Recording Controls application can be used for training examples, archival, transaction verification or legal protection. Users can start, stop or pause a call recording through their Cisco IP Phone or browser-based controls.

 

For illustration, contact center agents can leverage the new recording controls software to either pause a call recording to protect sensitive customer data for PCI compliance, or to record calls of interest for legal protection, when 100 percent recording is not in place.

 

Moreover, users can associate metadata (data about data) with recorded calls. This accelerates search capabilities and also provides precise information.

 

Furthermore, users can add up to 10 customized metadata fields to associate with a recorded call, such as customer names, transaction results and call classifications. Plus, administrators can define or restrict the recording control options as appropriate for each user, thereby ensuring the integrity of the recordings, says officials with Calabrio.

 

“There may be instances where a business wants to put the decision to record calls in the hands of the knowledge worker, such as a customer advocate, legal consul or technical expert,” Tim Kraskey, vice president of marketing and business development for Calabrio, said in a press release.  

 

Kraskey also said that the company’s latest recording controls offering facilitates any employee inside or outside of the contact center to have more control over the types of calls they want to record - in a variety of applications, such as financial, human resources and customer support.