Welcome to another TMCnet enterprise call recording week in review, recapping some of the top stories in this sector from the week just past.
First up, a number of options have been made available to enable call recording on the iPhone (News - Alert), which doesn't natively have this feature due to U.S. phone-recording regulation. For those outside the U.S., then, options such as "ipadio" are available.
The ipadio platform enables broadcasting of calls on the Web, and with the proper privacy settings enabled, this can be completely private. Users need only dial ipadio's number to act as an intermediary between their phone and that of the other party.
Next, Gryphon Networks released the Core Phone Mobile dialer application. Available for the iPhone and Android (News - Alert) handsets, this app enables mobile workers to leverage the Gryphon Sales Intelligence and Do-Not-Call compliance services while on the go.
"As sales teams become more distributed, it becomes harder to obtain and interpret activity data to improve agent performance," said Eric Esfahanian, VP of sales and marketing at Gryphon. "Gryphon provides our clients with management visibility to the whole organization — from the large offices to the field — while ensuring adherence to business rules and regulations."
In other news, TMCnet contributing editor Tracey E. Schelmetic took a look into the legal issues surrounding call recording, noting that although the practice is essential not only for call center training but for legal purposes, there are laws hindering the practice.
This is normally encountered in the "this call may be recorded for quality and training purposes" message.
However, California's Invasion of Privacy Act prohibits the recording of confidential telephone conversations without the consent of all parties to the communication, providing statutory damages of $5,000 per customer, per unauthorized recording.
Of course, this goes beyond privacy as sensitive data may be compromised too.
Lastly, Calabrio announced that it has managed to reduce the cost and complexity of recording-based applications with improvements to its call recording platform. The company says that its call recording makes the act of recording, archiving and retrieving calls more manageable in IP-based networks.
"Finding a sustainable solution to achieve scalability and reliability has long been a challenge for call recording customers, and yet the bar hasn’t really moved. What other vendors have approached by adding servers and complicated network configurations, Calabrio (News - Alert) has attacked through a smarter software and design architecture," said Brian Humenansky, vice president of development for Calabrio.
That wraps up this week in review. Check out the main Enterprise Call Recording Channel for more news in this sector!
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