This week in the call recording sector saw some developments from big names such as BroadSoft, TeleWare and even Google (News - Alert). Let's dive right in!
First up, BroadSoft announced Call Center Xpress, a bundled call center solution that enables telecommunications providers to deliver a complete, fully scalable hosted call center solution to enterprise customers. The solution actually features not only call distribution via the company's BroadWorks platform, but also Inference's interactive voice response services and CTI (News - Alert) Group's call recording and quality management functionality.
"Call Center Xpress extends features and functionality typically reserved for large enterprise call centers — such as voice-enabled IVR services, speech analytics, advanced call center functionality, and unified communications services — to small businesses and mid-market enterprises," said David Bukovsky, vice president products, BroadSoft (News - Alert).
Next, TeleWare enhanced its mobile call recording service, which enables cloud-based recording of all calls to or from mobile phones. Prompted by customer feedback, the change allows system administrators to store select recordings indefinitely.
"FSA regulations dictate that call recordings and SMS messages should be held for 185 days and this is included as standard in all our mobile compliance products," said Daniel Hensby, product manager, TeleWare (News - Alert) Mobile products division. "This new feature means that, by selecting one or more call recordings and then the new Litigation Hold button, the selected recordings are held automatically beyond the initial 185 days."
Google made its call tracking solution part of AdWords Express this week, meaning Google can offer both Web-based marketing and phone-based marketing tools. AdWords Express is aimed at small businesses, while Call Reporting is available exclusively to U.S. small businesses.
Call Reporting is a pretty typical call tracking program, automatically replacing the phone number in an ad with a toll-free number that routes users vie Google Voice. It keeps track of the number of calls made and charges $1 for each call over 30 seconds.
Lastly, a TMCnet contributor outlined the ways which call recordings and self evaluation can be used to improve contact center performance much more effectively than standard evaluation practices. Indeed, contact center agents are better able to pick out what they can improve themselves than a manager who doesn't have the time to watch every agent all the time.
Furthermore, the traditional evaluation method is nerve racking and can lead to poor performance not representative of day-to-day performance, which typically leads to retraining rather than motivation. With self evaluation, though, contact center agents are better able to pick out areas that need improvement.
That wraps up this week in review. Be sure to check out the Enterprise Call Recording Channel for more news in this sector!
Edited by Brooke Neuman