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 from this past week.
GL Communications (News - Alert) announced this week it is now offering “PacketProbe” to help enterprises monitor and measure call quality. With the offering users have statistics and data needed to perfect network design and management.
Also this week, enterprise call recording was highlighted in this news story about a Chicago social service agency’s use of call recording to screen participants, follow-up and keep important conversations secure.
The Westside Youth Network uses Digital AuxBox call recorders from Algo to record call on their Nortel (News - Alert) Norstar phones.
In line with both of these announcements, CallCopy released a new white paper that addresses the needs for users looking not only to record calls safely and securely, but also use the information from those calls to adjust monitoring needs.
TMCnet’s article on the topic, “Calibration Made Easier with Enterprise Call Recording,” establishes the need for companies to provide positive customer experiences and the need to consistently monitor customer interactions.
Once a standard of excellence is achieved, it’s important to calibrate that standard across the board so a consistent experience is had for all callers. Without calibrating the evaluation process, an organization stands open to the possibility of damaging strategic goals or forgoing competitive advantages. Read more HERE.
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…