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Enterprise Call Recording Week in Review

TMCnews Featured Article

July 21, 2012

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 rundown of all the top stories related to recording calls in the enterprise space from the past week.

OAISYS (News - Alert) received the 2012 IP Contact Center Technology Pioneer award from Customer Interaction Solutions magazine for the advances in its Tracer call recording software solution.

With the offering, contact centers can better evaluate employees, offer instantaneous coaching and have access to live and automatic call tracking and other reporting tools.

Brian Spencer (News - Alert), president of OAISYS said, "Our product development and service delivery vision has been designed to give our end users the tools to improve quality of customer service delivery, comply with whatever regulatory concerns under which they may need to operate and to let them access the relevant call-related information anywhere, anytime, from any device."

Also this week, Trisys Replay Call Recording System from Telecom & Data was highlighted for its ability to resolve disputes, prevent identify fraud and aid companies in indentifying the positives and negatives of their operations.

With the server and software offered as part of the phone recording system, conversations can be easily and affordably recorded in high quality sound and can be used whenever they are required.

Wiretapping, one form of call recording, is especially important for law enforcement officials. Now, changes made to the popular VoIP application, Skype (News - Alert), will enable wiretapping, according to reports.

Because Skype recently centralized its super nodes on the Skype network, it will be easier for calls to be tapped. Read here for more.

UC software developer Geomant also announced this week, the general availability of its Verba Powered Lync Call Recorder.

The solutions make it possible to record calls for OCS and Lync voice calls – both one-to-one and conference calls.

“Most regulated and customer-focused organizations recognize the need to record certain inbound and outbound telephone conversations to maintain quality and compliance,” said Kevin Ross, Geomant’s product director. “The huge increase in the use of Microsoft (News - Alert) Lync as an enterprise voice platform has resulted in a pent-up demand for an enterprise-grade Lync Call Recording solution.”

Finally, if you’re interested in hearing about the various advantages call centers and the higher education market have when they use enterprise call recording check out these featured articles this week:

Enterprise Call Recording a Smart Decision for Higher Education
Enterprise Call Recording: Vital for Outsourced Call Centers

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…

Edited by Stefania Viscusi

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