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TMCnet Enterprise Call Recording Week in Review

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March 17, 2012

TMCnet Enterprise Call Recording Week in Review

By Stefania Viscusi, Assignment Desk Editor

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.

This week, Skype (News - Alert) made headlines with announcement the addition of a new phone service that also records calls for users worldwide is now available.

Paul Murphy co-founder of Calltrunk, who worked with Skype on this cloud-based phone service, said this global launch of Calltrunk for Skype is the first step in creating a powerful platform for people to communicate throughout the world.

Because the service is available via the cloud, there is no major installation or no additional equipment needed to record and store phone calls.

Speaking of storing recorded calls, this week the eXtensible Access Method (XAM) Standard, a standardized storage method used for the storing, archiving and maintenance of digital assets was discussed in this article by TMC’s (News - Alert) Tracey Schelmetic.

The article highlights the reason this storage method is safe especially for usage in the call center or other vertical industries that must record calls due to federal law.

For call centers embarking on enterprise call recording storage, Schelmetic notes that 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 (News - Alert) standards.”

Finally this week, CallCopy was highlighted in this customer success story which looks at how the Columbus Blue Jackets make use of the cc: Discover workforce optimization suite to improve and strengthen the hockey team’s sales efforts.

The Columbus Blue Jackets selected modules for quality assurance, call recording, screen capture and coaching and training and can now have access to clearly recorded calls whenever they need them to train sales staff in the context of their actual calls.

That’s all for this week, be sure to check back with TMCnet throughout the week for the latest in Enterprise Call Recording news as it happens. Until next week…

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