The latest news from the Enterprise Call Recording
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When DePaul University deployed CallCopy's call recording, quality assurance and speech analytics tools, its call center was transformed into a far more efficient one than before. It established a centralized, one-stop contact center capable of answering any and all questions from students calling in, while its eight inquiry lines across three campuses are consolidated into a single-line call handling service.
Once a large boiler room in which rows of agents sat toiling all day long while managers stalked the aisles listening for irregularities, today, the call center is more of a concept than a place. Technology has enabled companies to build virtual call centers made up of people distributed all over the state, all over the country or even all over the world.
If you're a salesperson or a sales manager, chances are you'd like to improve your pipeline. Who wouldn't?
While you may take the typical steps to do so - ensure your marketing materials are top-notch, make sure your leads are warm and take extra effort to know your prospect before you set a foot in the door - you may still be missing something.
Welcome to another TMCnet week in review, compiling in brief some of the highlights from the week just passed in the enterprise call recording sector.
First, FireSpotter Labs' UberConference received a new enterprise-oriented release in the form of UberConference Business.
Call center workforce optimization and call recording company, CallCopy has made it into the Quadrant: Gartner's Magic Quadrant, that is. The company is announcing this week that it has been positioned by the analyst group in the Niche Players quadrant of 2012's Contact Center Workforce Optimization Magic Quadrant. The report positions CallCopy among integrated WFO solution providers delivering sophisticated contact center management solutions to meet a growing market demand.
Doing business is getting increasingly complicated, as any business owner knows. As business becomes more global and business regulations increase, particularly in financial services, compliance becomes more critical, and so do the technologies that enable it. In fact, compliance and risk regulations will be the main drivers of technology spending in 2013, according to research group Ovum in its assessment of the 2013 Trends to Watch in Financial Markets Technology.
OAISYS announced it has finished testing the compatibility between its call recording solutions, Tracer and Talkument, and its voice application platform, BroadSoft BroadWorks. Now that the testing is complete, the company will begin offering the advanced call recording services to contact centers and hosted communication service providers.