TMCnews Featured Article

When it comes to customer care and retention, call recording is a critical element for today’s businesses to succeed. But simply recording calls and being able to retrieve the information for training or to deal with a customer complaint is not enough for businesses to truly leverage this critical data.

Accurate Always, which offers a communications recording platform that records voice and video, provides the tools healthcare, customer contact centers and government organizations need to record, monitor, retrieve and manage their voice and video communications, helping them to enhance best practices, ensure quality, reduce liability, ensure compliance as well as train agents.

The Half Moon Bay, Calif.-based company offers Voxida call recording systems, which are used to reduce liability, ensure regulatory compliance and to improve customer interaction quality while fitting into existing work-flows and onsite technology. Calls can be retrieved, reported on and quality monitored using a single interface, in standalone or multi-site environments.

What’s different about Accurate Always is that not only can the company help businesses capture important data, but they also provide intelligent tools for businesses to archive and retrieve data – whether it be next week or 10 years from now, according to Kate Haley, chief marketing officer of Accurate Always.

“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 told TMCnet. “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.”?

Some other benefits of Voxida contact center recording and quality monitoring systems include the following:

• Reduce call center agent training costs
• Track key clients and customers
• Verify buy and sell orders
• Immediately reconstruct incidents
• Actively share vital call data with satellite offices and staff in the field
• E-mail or export call records, per custom business rules
• Get real-time analytics and call center reporting software tools

In addition, Accurate Always recently launched an educational website designed to simplify enterprise VoIP call recording by helping readers intelligently design and implement a comprehensive IP voice recording system from the start.

As there are many proprietary IP-enabled PBX (News - Alert), gateways, media servers, SIP trunks and other ways to interface while recording IP voice, Accurate Always provides a map, with clear access to information and additional resources, which are helpful when determining how to best record VoIP calls with any call recording system.

“It is increasingly important to us to be a resource, ever available to the contact center and community and government,” Haley said. “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.”

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.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.