Like it or not, call recording is an important element within the enterprise, especially in the customer care department. Whether to protect the interaction, the company or the customer, or to simply comply with industry rules, call recording solutions are a critical investment.
If the enterprise is running a VoIP environment, a new twist enters the mix.
Fortunately, Accurate Always is focused on making it a bit easier. The company recently announced the launch of its VoIP call recording website. This educational site is designed to simplify the process of enterprise VoIP call recording, allowing readers to apply intelligent design to their own VoIP call recording initiatives.
The site also provides the visitor with guidance on implementing the call recording system, providing a map to help navigate the many different solutions possible on the network. Clear access to information is included, as well as additional resources.
For the truly motivated, insight is provided on how best to navigate the multiple media servers, IP-enabled PBXs, SIP trunks and gateways.
“It is increasingly important to us to be a resource, ever available to the contact center and community and government” said Kate Haley, CMO at Accurate Always. “There’s a lot of confusion about how to best record proprietary VoIP systems, which we’ve seen directly impact project risk and cost. This site is just one of the ways that we try to provide straight-forward information to the call center and facility managers that need it most.”
One of the perks with educational tools from Accurate Always is the company takes a vendor-neutral approach. The company engineers the Voxida call recording solutions that continued to be deployed in call centers throughout the world. With the challenges that can arise when trying to integrate with proprietary VoIP, analog and digital interfaces and video recording technologies, Accurate Always appears to be dedicated to easing the process.
“One unique thing about our system is we go in initially and we work within the customer’s network topology and work with any phone systems they may have,” Haley recently shared with TMC. “We are vendor agnostic so if they need to record voice or video from Cisco (News - Alert) or Avaya, we’re good to go there.”
Erik Linask (News - Alert) recently talked with Haley in the TMC newsroom on the Roadshow from San Jose. To check out their entire conversation, see the video interview above.
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Edited by Braden Becker