TMCnews Featured Article
August 04, 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 brief rundown of all the top stories related to recording calls in the enterprise space from the past week.
Call recording plays a central role in analytics solutions used by business today to ensure compliance and quality as well as performance levels. This week, TalkTalk announced it is making use of Nexidia’s (News - Alert) Advanced Interaction Analytics to help the improved network quality, compliance and provide performance consistency.
The agreement includes the use of Nexidia’s onDemand hosted and Managed Analytics and Business Services.
Also this week, Saddletree Research acknowledged Nexidia for its Interaction Analytics in a new industry report.
The accolades highlighted the introduction of multi-channel customer interaction analytics for contact centers and said the company’s seamless integration of disparate customer communications channels creates a unique means for mining interactions for business intelligence.
“Nexidia Interaction Analytics breaks through the barriers that have traditionally separated speech and text channels for the purpose of data mining and analysis,” said Paul Stockford, Saddletree Research president and author of the research.
In addition to call recording assisting with analytics and improved operations, the technology also plays a key role in ensuring security and compliance are in place.
PCI (News - Alert) DSS refers to security when using payment card information. This week, Security Management Partners “ SMP,” an independent information security consulting firm, announced it was certified as a Qualified Security Assessor “QSA” of the Payment Card Industry Data Security Standards, or “PCI DSS.” Read the details HERE.
Speaking of PCI, incase you missed the, “Does live event sponsored by CallCopy (News - Alert) this week- you can still check out the archived version online to hear all about how to make call center compliance and PCI Data security standards easier.
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…
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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