It's the last full week in my favorite month of the year, and as we get ready for the holiday season to get started, let's take a look back at the notable events this week in the enterprise call recording sector.
First up, a recent news report from NBC Washington brought up a debate over the positives and negatives of call recording as the Maryland Transit Administration began recording conversations between passengers and drivers.
This recording setup was deployed in only 10 busses as a supplement to video.
While critics called this a simple invasion of privacy, the MTA said it was in order to help people feel safe as full audio and video can lend additional information to responders and investigators if needed. Despite what the critics say, this initiative has been dubbed legal and the plan is to implement recording in 340 busses by summer 2013.
Next, international call center operator CCI (News - Alert) recovered quickly from a fire at its premises in Mount Edgecombe near Durban thanks to the quick response provided by Intuate Group. In this case, CCI was able to get back up and running within days of the incident; the fire started Saturday night, and business resumed Monday morning as usual.
“With Intuate Group’s help and its ability to immediately provide us with spare kit, we were able to bring the call center back into full operation within 48 hours, an achievement that significantly reduced the impact this could have had on our business,” said Dave Clarke, IT director at CCI. “There is a lesson in this experience and that is the importance of having strategic partners involved in the construction of a viable business disaster recovery plan.”
In other news, CallCopy was listed for the third consecutive year in the top 1000 fastest growing companies in the U.S. Ranking #916 in a list of the country's top 5000 fastest growing companies, CallCopy (News - Alert) is the highest ranked contact call center solution provider on the list.
“As our company continues to grow and mature, we continue to see considerable interest in our flexible workforce optimization solutions, said vice president of sales at CallCopy, Jonathan Dunham. “As organizations strive to provide higher levels of customer service and operate more efficiently, our solutions are able to record and analyze every interaction to uncover critical business intelligence.”
The company was also the recipient of the Communications Solution 2011 Product of the Year award by TMC (News - Alert) for its optimization suite. Indeed, the company's cc: Discover Solution Suite helps companies take advantage of next-generation technology such as call recording and quality management.
“CallCopy was chosen to receive a 2011 Product of the Year Award for creating outstanding advancements in communications,” said Rich Tehrani, CEO at TMC. “The cc: Discover v.5.0 Workforce Optimization Suite has benefits for its customers and provides ROI for the companies that use it. Congratulations to the entire team at CallCopy."
That's all for this week in review. Check out the Enterprise Call Recording Channel for more news in this sector.