January 13, 2009
VPI Brings Call Recording to Mitel's VoIP and Unified Communications Customers
By Erik Linask
Group Editorial Director
Even before the current economic crisis hit, it was clear that customer service would drive business success in a competitive market. Products and services open the door, but ultimately, customers are increasingly reluctant to tolerate sub-par customer service — especially when they have alternatives available. That means that, unless a vendor or service provider has a clear dominant position in its market due to other factors, there is little alternative but to ensure its customer service professionals are well equipped.
To ensure staff are performing at or above expectations — and to be able to provide effective coaching and feedback, as well as training for new hires — call recording and monitoring solutions have come into high demand.
It wasn’t long ago that such capabilities were a challenge to find for VoIP environments, especially solutions that would integrate into existing systems. Over the past year to 18 months, however, the demand has clearly been heard, and technology has been developed by many vendors that offer call recording capabilities that can be added to existing VoIP platforms, and that list continues to grow.
VPI has been providing technology for interaction recording and monitoring for more than ten years now, and has already made significant strides in ensuring interoperability of its solutions with several key communications vendors, including Avaya, Cisco, Aspect, Genesys, and Nortel.
Now, VPI has added Mitel to that prestigious list, not only placing Mitel (News - Alert) into a select group of communications solutions providers, but also giving Mitel 3300 ICP customers a solution to help them increase their customer satisfaction levels and enhance their customer service processes and strategies.
VPI’s software-based Activ! Voice solution is ideal for SMBs looking for a full-featured call recording solution that incorporates the latest technology that doesn’t interfere with network performance and offers flexibility for use in a variety of environments. The Activ! Voice system, integrated directly into the Mitel 3300 platform thanks to Mitel’s support for open communication standards, works by sending mirrored voice streams from Mitel’s secure recording connector (SRC), providing increased security and network efficiency. It is designed to work equally effectively in single office environments or distributed organizations, taking advantage of IP networks that connect business locations.
“The solution enables call control event-based triggering methods, advanced call categorization and a high level of precision in definition of selective retention rules, allowing for intelligent recording in both TDM and VoIP environments,” explained Andrew Marsh, president and CEO of VPI.
Simply, what the combined solution provides is the ability for businesses to efficiently record as many communications sessions as the desire — all of them if they desire — including voice and video interactions, regardless of call volume. Then, customers are able to use that information to troubleshoot individual interactions, create training programs, develop best practices guidelines, and monitor compliance with existing guidelines.
With such capabilities in place, the process of improving even already proven customer service operations becomes easier and more effective. Also, with proven interoperability with the Mitel 3300 ICP, customers are assured ease of deployment and performance, without having to undergo extensive testing and integration activities, meaning they can quickly put their investments to use and focus on their customer service.
Every business is a contact center in its own right, which means that, in order to succeed, they must have standards in place to achieve high levels of customer satisfaction — just like the world’s largest contact centers. With the continued innovation in communications technology, including the adoption of unified communications and mobility solutions, the ability to put in place a customer service solution that can interface with these various platforms is crucial to success. VPI now provides that for Mitel users, and, in its own right, places Mitel into an elite group of IP Communications vendors.
To hear about the latest innovations in both IP Communications and call recording, book your flight to Miami now for INTERNET TELEPHONY Conference & EXPO, February 2-4. The exhibit hall will be full of industry experts ready to help answer your questions and show you their solutions, and the conference program includes sessions dedicated to the customer service environment, including call recording.Erik Linask (News - Alert) is Group Managing Editor of TMCnet, which brings news and compelling feature articles, podcasts, and videos to nearly 3,000,000 visitors each month. To see more of his articles, please visit his columnist page.
Edited by Erik Linask