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Operational efficiency – it’s something that every contact center hopes to achieve, yet can struggle with in times of heavy volume. This is especially true if the organization lacks the necessary tools to track calls, manage the workforce and forecast for call volume. The workforce management suite is the optimal solution, especially when it offers enterprise call recording.

Castel Communications recently completed the installation of Castel Detect, its flagship voice analysis solution at the call centers of Eastern Account System Inc. These call centers, based in Connecticut, serve the cable and communications, financial, and healthcare industries.

Call center management company Voice Print International (VPI) will announce this week that its solution has been recognized by industry analyst DMG in its new study, 2011-2012 Quality Management/Liability Recording/WFO Product and Market Report. The company was ranked highest in the reporting and delivery of actionable insights category.

With the rise in mobile device usage, businesses need outlets to stay on top of their recorded calls on the go. Addressing this need, OAISYS has launched its Mobile Recall Application, a technology built on HTML5 framework that provides easy access to recordings on the go.

As a result, the company is now resolving 89 percent of customer complaints within three days of the initial call. In the past, industries like retail have set the standard for delivering a personal, individualized customer experience, explains founder and CEO Brian Scudamore. We are doing the same for the junk removal industry.

Welcome to the latest edition of TMCnet's Enterprise Call Recording Week in Review - where you'll find a brief rundown of all the top stories related to recording calls in the enterprise space from this past week.

OAISYS unveiled that the latest version 7.2 of its Talkument and Tracer call recording software solutions is packed with advanced features such as expanded voice documentation compliance capabilities with new archiving appliance. According to the OAISYS, Tracer and Talkument applications are designed to support companies in improving risk management, quality assurance, customer retention, dispute resolution, regulatory compliance requirements and other critical business concerns.