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.
In the business environment, recording calls is particularly important for settling legal disputes, compliance with industry standards, and ensuring employees are always working to the best of their abilities.
For companies that outsource functions, these same needs remain and must be delivered while also beating out the competition.
To help ease this process, TantaComm (News - Alert), a provider of quality management solutions for BPOs, launched this week, a virtualized infrastructure to support its solutions platform.
The TantaComm IQ product suite consists of Capture, Protect, Evaluate and Centralize. These solutions help BPOs to get their customers up and running quickly without having to shell out large investments in physical hardware on their own.
In related news, OrecX, a provider of call recording software in both open-architecture and open-source formats, announced it is supporting Metaswitch's Lawful Intercept interface. This move comes as more and more service providers are being asked to support services that can provide call content and data to law enforcement agencies upon request.
To address Lawful Intercept, MetaSwitch’s (News - Alert) VP 3500 has built in CALEA support for service providers. For Orcex, this means the ability to offer even more call recording capabilities with its software for ITSPs and call centers.
In the Education vertical, a recent success story from CallCopy (News - Alert) and DePaul University notes the use of Call Recording helped them uncover issues and ways to improve their interactions with students and customers.
CallCopy’s cc: Discover solution suite helped the University capture and understand student customer motivations and issues; standardize customer service; optimize staff resources; ensure optimal staff and student satisfaction; identify and improve operating trends; implement a process for assigning calls to the right agents; and meet security expectations and compliance requirements.
Just last week, the company held their first annual User Conference, ‘CONNECT12,’ to bring customers together to learn about industry trends and ways to better make use of their solutions. During the event, the company presented a Client Evangelism Award to DePaul University in recognition of their efforts and appreciation of the long-time client.
Patrick Hall, CallCopy's chief marketing officer noted that DePaul University is, “a great example of how we treat every client as a custom project, and really listen to their industry-specific needs to give them the most direct ROI gains."
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…
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