Welcome to the latest edition of the TMCnet Enterprise Call Recording Week in Review where we highlight all the top news stories from the past week related to call recording in the enterprise space.
This week, Jenne Inc., a value-added distributor announced it will carry NICE's eXpress Call Recording Platform.
The addition of this enterprise call recording solution will assist the call center with drawing more value out of interactions and help to prepare and train staff to deliver quality customer care with each call.
As per the announcement, Jenne will now offer NICE Systems' (News - Alert) b call capturing and analytics products for customers in the United States and Canada.
Also this week, Enghouse Interactive, a developer of software solutions that enhance customer interactions, announced they were awarded for four of their solutions with a Product of the Year by TMC's Customer Interaction Solutions magazine.
The products award includes CosmoCall Universe, Syntellect (News - Alert) Customer Interaction Management (CIM), CallRex Quality Management Suite and Intuition Enterprise.
Each of these solutions are focused on providing unified communications to the contact center in a hosted or on-premise format and offers the ability to monitor and control call quality.
“We selected Enghouse (News - Alert) Interactive products to receive 2011 Product of the Year Awards for their achievement in advancing CRM, contact center and call center technologies. Their range of customer interaction management products have demonstrated excellence as well as provided ROI for the companies that use them,” said Rich Tehrani, TMC (News - Alert) CEO, in a statement.
A feature article by TMC contributor David Sims this week highlights the thoughts of Calltracks.com CEO Stuart Buckley and what he says will allow companies to have successful WFM.
Buckley’s vision includes providing businesses with tools needed to better market solutions and services.
“Measuring what converts and what does not is in my opinion the Holy Grail of call tracking, and indeed keyword tracking,” Buckley is quoted as saying. Read more HERE.
Finally, if you’re looking to have all the bases covered with WFM, CallCopy’s (News - Alert) cc:Clarity solution might be the right choice for you.
This week’s article takes a look at the functionalities included with the offering and why they are important to meeting business goals.
That’s all for this week. Be sure to check back with TMCnet throughout the week for all the latest in Enterprise Call Recording news as it happens. Until next week…
Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet's e-Newsletters in the areas of Internet telephony and speech technology. To read more of Stefania's articles, please visit her columnist page.