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Because team members were making so many calls in one day, going back to particular conversations flagged for needing improvement required a pretty sharp memory. To combat this issue, the sales management team for the Columbus Blue Jackets needed an enterprise call recording solution that was more sophisticated and could offer clearly recorded calls that could be later accessed and used to train sales staff in the context of their actual call.

Many companies have found satisfactory storage solutions using the eXtensible Access Method (XAM) Standard, a standardized storage method used for the storing, archiving and maintenance of digital assets. For call centers embarking on enterprise call recording storage, the use of XAM allows them to store large amounts of content for future reference in fields such as litigation, healthcare and companies that need to comply with PCI standards.

Good news today for those looking for a contact solution center for Microsoft Lync, as the crew out at MaxACD netted their certification for the server program. Altigen Communications, one of the biggest names in Microsoft Unified Communications solutions, made the announcement earlier today.

There was good news recently for customers of Cisco UCC Express (UCCX) and UCC Enterprise (UCCE) investment who require recording functionality. VPI, a Cisco Solution Developer, VIP and SIP Partner, recently announced it had integrated its VPI Performance contact center reporting and performance management software application with Cisco. The goal was to complement and enhance the UCCX and UCCE platforms by consolidating data and presenting actionable, real-time information in the form of Web dashboards, interactive reports, scorecards and desktop tickers to empower contact center managers, supervisors and agents to make better, quicker decisions.

Businesses that depend on the phone to get things done need to track the effectiveness of their phone calls, something Calltracks aims to do.

Welcome to the latest edition of TMCnet's Enterprise Call Recording Week in Review, where we highlight all the top news headlines related to call recording from this past week.