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Chances are, you already know the importance of call recording in a call center. You may do it simply for training purposes and agent evaluation, or you may have to do it because of federal or state law. If you record, however, you are probably already familiar with the difficulties of maintaining a centralized database of recordings, particularly if you have a multi-site operation.

Call recording, compliance and quality management solutions provider TantaComm (News - Alert) announced this week that it is formalized its Centralize product for broad distribution. This will provide customers with the ability to aggregate call recordings from multiple call center operations and platforms into a centralized location for streamlined quality monitoring, consolidated data analysis, and long-term retention. Centralize has existed in different configurations for a variety of customers, but with increasing industry demand, TantaComm has standardized these configurations and enhanced functionality to facilitate a formal product launch and on-going evolution, according to the company.

“We understand that in many circumstances, organizations are managing internal and/or outsourced call center operations across varied call recording platforms and quality monitoring processes,” said Ruben Moffett, Chief Operating Officer of TantaComm in a press release. “Centralize is a solution to help standardize these disparate operations into a singular platform facilitating economies of scale and consistency.”

TantaComm says the Centralize product helps eliminate some of the difficulties inherent in multi-site call recording, allowing for efficient media format conversion processes to facilitate aggregation of call recordings regardless of call recording platforms, centralized and secure cloud solution for aggregation and long-term retention of customer interactions, and the ability to be implemented as a stand-alone product or integrated with the TantaComm IQ product suite, which includes Capture (call recording software), Protect (call compliance) and Evaluate (quality management) for easy implementation and administration.

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