It was a relatively slow week for the enterprise call recording sector, but there were still some noteworthy events.
First up, Calabrio had improvements made to its call recording solutions, including compliance recording, analytics, and quality controls for contact center and enterprise customers. Surprisingly, the company also managed to reduce both the cost and complexity of its call recording platform despite the addition of new features.
This was made possible by way of a "smarter software and design architecture," according to Calabrio (News - Alert) vice president of development, Brian Humenansky. Furthermore, the platform now has further emphasis on scalability, allowing it to grow alongside the customers that use it.
Next, TMCnet contributing writer Steve Anderson pointed out the importance of call recording beyond simply a tool for compliance. Indeed, though call recording is essential in areas such as legal debt collection in order to prove that calls were made correctly, its value in terms of organization are equally invaluable.
Getting and staying organized is an important part of any business, and call recording can enable this with little work. Indeed, a proper organizational structure for the management of call recordings enables organizational techniques in other areas of a business. Of course, being able to find and listen to exactly what a customer said at any time can be helpful to production staff executing complex orders.
Lastly, Rimhub entered into a partnership with CallMiner (News - Alert) in which it will offer CallMiner's Eureka contact analytics solution to its customers. This will enable Rimhub to extend the value of contact center analytics to those operating on and offshore call centers. Eureka can improve contact center and enterprise performance by automating performance management.
"Partnering with Rimhub is a logical choice for CallMiner, as often customers in our target market prefer a turnkey outsourced solution,” said Kristen Mikovich, chief operating officer for CallMiner. "Rimhub excels at creating value for its clients through its host of managed services.”
That wraps up this week in review. Be sure to check out the Enterprise Call Recording Channel for more news in this sector.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.