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If an agent is rude, ill-informed or not helpful to the customer, this fact can be proven (or disproven) by a review of the recorded call. If a customer spends much of his or her time on the phone with the call center being transferred between multiple departments and must repeat his or her information or issue each time another person is reached, this inefficiency is easily captured in the enterprise call recording platform. It is then up to the management team to take that information and do something with it.

This call may be recorded for quality and training purposes. You've heard it many times before. Most call centers record at least some of their calls so they can use them later as examples of good and bad calls when training new agents, or so they can evaluate individual agents when it comes time for raises, promotions or terminations.

Gryphon Networks, a provider of cloud-based sales intelligence and direct-marketing compliance solutions, today made available the Core Phone Mobile dialer application. Available for the iPhone and Android devices, Core Phone Mobile enables mobile workers to access the Gryphon Sales Intelligence and Do-Not-Call compliance services from these mobile devices.

Over the years, the iPhone has transformed into a popular device for reporters, its recording capabilities allowing them to get rid of their audio recorders, video cameras, radio cars, or satellite trucks (in some instances). However, the iPhone doesn't really have a native feature that allows you to record calls.

Welcome to another enterprise call recording week in review. There were a lot of notable stories from this week in this sector, so let's get to it!

The National Security Agency (NSA), after 9/11, received a blank check from Washington to conduct wiretaps on American citizens without a court-issued warrant. The process, legalized by the Foreign Intelligence Surveillance Act (FISA), recently came up for renewal in the U.S. Senate.

SYNETY has announced that it will now expand its CloudCall Click voice calling service to mobile devices. SYNETY, software -as-a -service (SaaS) company that specializes in hosted telephony software, said it will extend its service with three free applications available on all smartphones and tablets.

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