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TMCnet Enterprise Call Recording Week in Review

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April 21, 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 from this past week.

Call Recording has been one of the highlights of 1-800-GOT-JUNK’s recent improvements in customer service. The company is using call recording with their complaint resolution system via an in-house solution to help eliminate complaint calls and clear the clutter out of their call center experience.

The technology makes it possible to go back and listen to archived calls so franchise owners have a better idea of the customer’s story, tone and personality long before the junk removal truck arrives at their front door.  Read more HERE.

For Eastern Account System call centers in Connecticut, a partnership with Castel (News - Alert) Communications has also allowed them to benefit from the advantages provided by call recording.

The company recently installed Castel Direct for the call centers which offers voice analysis on live calls – so they can monitor the conversations happening between their customers and employees and look for any phrases or emotions that may need improvement or further follow-up and training.

Also this week, OAISYS (News - Alert) announced the launch of a new Mobile Recall App that makes it possible to quickly search and play back recorded calls, and more.

The new Enterprise Call Recording app was released in response to increased usage of mobile devices by businesses and the need to still maintain recorded calls even while on the go.

Voice Print International (News - Alert) “VPI” also made headlines this week when the call center management company announced its call recording and quality management solution, VPI EMPOWER, ranked high on DMG’s latest “Quality Management/Liability Recording/WFO Product and Market Report.”

The company received a perfect score in 10 of the 14 product categories where the product was highlighted for its “Ease of Integration with Third-party Applications,” “Reporting,” “Dashboards,” “QM Feature Set and Functionality,” “Ability to Automate the QA Process,” “Coaching,” “Agent Interface,” “Supervisor Interface” and “System Security.”

Finally, this TMCnet feature looks at how enterprise call recording positively impacts the contact center and why workforce management suites are essential. A must read if you care about improving your operations.

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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