Articles - Coverage in the Press

The centrality of effective VoIP recording solutions is widely acknowledged, especially for emergency and other critical situations. However, the adoption of VoIP communications can pose many problems during the transition period, and the best recording systems must migrate smoothly from TDM to IP to prevent the loss of essential interactions.
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Workforce optimization (WFO) has been touted for some time now, but many contact center managers have delayed in fully adopting its technology.
You have to measure something if you want to improve it. If you want to measure the quality of your agent’s performance, or if you want to verify compliance, you must track relevant customer interactions.
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Communications recording has become indispensible to enhance customer service, increase productivity, fulfill documentation requirements, increase security and reduce costs. The following list of questions will facilitate finding the vendor best for you.
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Recording Systems for public safety agencies may be viewed from different perspectives: their performance during an event and their performance after one. During an emergency, the protection of lives and property eclipses all other needs.
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The Session Initiation Protocol (SIP) establishes and terminates multimedia communication sessions such as voice and video over IP. It is rapidly becoming the standard telephony protocol in contact centers because it facilitates the integration of third-party applications, enables encryption and avoids the need to invest in expensive proprietary hardware. SIP also lets call centers protect their previous investments by helping to incorporate existing infrastructure with new solutions.
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Although many contact centers still focus on traditional telephony models, most have become convinced of the multiple advantages of Voice-over IP (VoIP) because it uses the same network infrastructure for both data and speech, thus reducing investment and maintenance costs dramatically.
It is easier managing VoIP systems because their browser-based configuration tools work for both IP phones and PBXs.
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PCI DSS (Payment Card Industry Data Security Standard) is rapidly becoming the international standard for credit card safety in contact center environments. Recent failures to protect financial data provided in customer interactions have resulted in legislation to protect the consumer, with a direct impact on the selection and operation of call recording solutions.
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Compared to selective recording typically used in contact centers and related organizations to improve agent performance, evaluate customer service and support quality monitoring, bulk recording encompasses a fundamentally different paradigm with unique goals and purposes.
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In contact centers, the quality of agent/customer insteractions play a vital role in your company's success. Quality Management (QM) software addresses the execution of these interactions and serves as an integral component of workforce optimization (WFO), which encompasses e-learning and performance management analytics.
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In contact centers, where communications serve as the sole business driver, companies must deliver quality costeffective service to differentiate themselves. Recording and quality monitoring are becoming prevalent to fill the knowledge gap of what is really going on.
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A communications recording solution must be integrated into an organisation's network and telecommunications structure to avoid a plethora of difficulties. When choosing a recorder either for traditional telephony or VoIP, carefully analyze compatibility with the company enviroment as well as product features.
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Recording customer communications is used for a plethora of reasons. In contact center, recorded conversations serve as the foundation for comprehensive quality monitoring solutions and systematic improvement of customer service.
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Voice logging recorders have become a misnomer in recent years because new trends have transformed them into complex, multi-faceted solutions. These trends may be grouped into three major categories: compatibility, new features and auxiliary systems.
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In contact centers, where communications serve as the sole business driver, it is critical to deliver quality and cost-effective service to differenciate your company. Recording and quality monitoring help by filling the knowledge gap of what is going on.
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Monitoring solutions facilitate continuous quality improvement in contact centers by making customer contacts more professional and adding value to contact center infrastructures.Today’s oversaturated markets make enduring customer relationships essential. The fierce competition in many industries means product features, often very similar for high-end solutions, are secondary to customer retention for ensuring sustained growth.
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Have you ever thought of running your own power plant? Probably not. Instead, you buy electricity on a payper- use basis. This approach may soon become a reality for information technology. Cost reduction and innovation are the two main challenges for any industry.
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The growth of Voice-over-IP (VoIP) transmissions represents one of the most important trends in the communications industry today. Unfortunately, this technology may be abused by people searching for confidential information. VoIP vendors quickly recognized this dark side of an otherwise beneficial technology.
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Even though companies rely on communications to prosper, the content and quality of customer interactions are often unexamined. In contact centers, where communications serve as the sole business driver, it is critical to deliver quality and cost-effective service to stand out from the competition. Call recording and quality monitoring fill the knowledge gap of “what is really going on” by monitoring crucial business processes and changing agent communications from a phantom to a valuable data resource.
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Today, traditional TDM communications are being replaced by the rapid growth of Voice Over IP (VoIP), a powerful, new technology used to send audio signals over electronic networks. Larger companies need voice recording systems that incorporate both TDM and VoIP.
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VoIP communications are becoming commonplace, and the best IP recording solutions can migrate from TDM to IP to provide investment protection for public safety organizations in transition between the two technologies.
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The world is changing. New technological innovations occur every day, impacting the way we work and live. Only a decade ago, people would have been stunned at the prominence of the Internet in almost every home for information, commercial transactions and communications.
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Companies record customer interactions for a variety of reasons. Some, such as banks, trading floors or insurance companies are required by law to document business transactions. Others, especially organizations with call centers, use recording for quality monitoring, to supplement agent training programs and provide optimal customer support.
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