Welcome to the latest edition of TMCnet’s Enterprise Call Recording Week in Review – where you’ll find a rundown of all the top stories related to recording calls in the enterprise space from the past week.
A new partnership between TeleWare (News - Alert) and Liquid Voice has been established to offer complementary mobile call recording along with CTI (News - Alert) knowledge and experience, in a bid to better cater to the financial and professional services sectors.
“The need for secure mobile call recording, regardless of whether the customer is office or remotely located, is becoming of increasing importance, as is the flexibility and independence of network or device,” explained Steve Haworth (News - Alert), CEO for TeleWare.
Also this week, analytics company UTOPY announced it was chosen by Receivables Performance Management to provide its SpeechMiner solution to assist with agent performance and revenue collections.
Roy Twersky, president and CEO of UTOPY (News - Alert) said, “In the collections industry, the ability to leverage the knowledge that customer interaction analytics offers is vital – to both the company and its customers. Having solutions that provide critical, timely insight that can be utilized to drive improvements in performance and productivity is paramount to every facet of the business operation – from litigation avoidance to profitability.”
In the healthcare vertical, call recording also plays an important role for ensuring compliance and secure communications happen over mobile networks. With Amcom Mobile Connect, hospitals can have encrypted smartphone communications. At WakeMed Health & Hospitals in Raleigh, NC their mobile solution has already helped with web-based on-call scheduling, operator consoles, call recording, emergency notification and speech recognition solutions.
“We are confident that using the Amcom smartphone communications system across all physicians will be an excellent way to manage code calls, consult requests and the sharing of important patient updates while keeping this information locked down and in compliance with HIPAA,” said Kate Bolseth, Amcom’s COO.
In more partnership news, ISI (News - Alert) Telemanagement Solutions and Verba Technologies announced this week they will combine technologies and ISI will be the exclusive distributor of Verba’s solutions in North America.
Verba Technologies offers professional call recording and quality management for UC technologies.
“We are very excited about our partnership with Verba. Based on extensive research of many potential partners, we determined that Verba offered us the best solution for voice and video call recordings to support our numerous customers and resellers partners,” said Mitchell Weiss, ISI’s director of Product Strategy.
Finally this week, TCN also announced a new suite of hosted predictive dialers that come complete with call recording, pause and interrupt features.
With these new capabilities, its possible for businesses using their predictive dialer to ensure customer privacy and legal compliance – for example pausing a recording when a customer is giving their payment card’s CVV or any other sensitive information.
“One of the largest internet companies in the world approached us with this call-recording, privacy-compliance conundrum,” said Dave Bethers, vice president of sales at TCN, Inc. “We took the challenge and provided them this functionality as a front-end solution that requires no back-end work to ensure compliance. Customers should be wary of hosted dialing companies that claim they are 100 percent compliant with such standards.”
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…