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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.

The Enterprise Connect (News - Alert) show ran this week in Orlando, Fla. and included enterprise call recording solution provider CallCopy at booth #439, who was there to exhibit its cc: Discover Workforce Optimization suite for attendees.

Jeff Canter, president and CEO of CallCopy (News - Alert) said, “Our solutions are increasingly attractive to the enterprise markets because we enable improved contact center efficiencies and a better end-user experience. Our solutions enable enterprises to better understand and act on the vast amounts of business intelligence captured within their contact centers.”

Also this week, Calabrio (News - Alert) announced its enterprise call recording app was chosen for Cisco’s (News - Alert) SolutionsPlus Program.

The solution streamlines the archiving, retrieving, analyzing and evaluating of calls in the enterprise environment and as a member of SolutionPlus means customers are able to now order the products through Cisco and receive full support from Calabrio.

“Customers today want technology solutions that are easy to own, use and support to deliver solid business benefits. [Calabrio’s software] allows us to offer Cisco MediaSense customers with advanced recording applications to fill that critical need,” said John Hernandez, Cisco’s vice president and general manger of Collaboration Business Application Unit.

Call Recording software provider TelStrat also announced this week that it will formally launch its Engage Quality Suite – which was also awarded Product of the Year 2011 by Customer Interaction Solutions magazine.

The new product suite it’s possible for customer service agents to have screen grabs, and managers to record and capture interactions for better coaching and training.

Finally, results of a new eVoice (News - Alert) survey were released noting that, “the biggest hassle for small business owners isn’t a lack of IT support or financial issues – it’s the pressure of assuming multiple roles on the job.”

The survey uncovered that small business owners who are typically operating on a smaller budget and with less staffing is called upon, they must not only serve as the owner, but also  the receptionist, sales manager, and more.

To help make their jobs easier, call screening, enhanced voicemail, VoIP, and intercom connection are recommended and offered as part of eVoice’s virtual phone number solution.

To show users how effective having these tools is, the company is offering a six month free trial of their service for a limited time with free Call Recording. 

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…