Contact center recording solutions are becoming more and more important to organizations, both for regulatory compliance and improving customer service. The industry continues to develop as new needs arise.
To get an update on contact center recording, TMCnet turned to Greg Manhoff, director of worldwide sales at Teleformix (News - Alert). Teleformix’s flagship product, ECHO™, is a digital call recording solution that also performs CRM and quality monitoring functions.
TMCnet: How would you define “contact center recording”?
GM: Contact Center Recording is successfully and easily recording and archiving calls whether they are inbound calls or outbound calls.
TMCnet: Who uses contact center recording solutions?
GM: Companies of all sizes and types have various reasons to record their calls in today’s economy. Healthcare companies and financial firms will record calls so they can be compliant with legislation such as HIPAA, SOX and GLB. Other companies might want to record calls so they can minimize their risk regarding things such as ‘he said/she said’.
Another major reason companies will record their calls is to be able to provide better training to their agents. Companies today realize that customer service representatives (CSRs) are usually the main communication their company has with their customers and the better those calls go the better the customer feels about the company.
TMCnet: What technologies are used in modern contact center recording solutions?
Contact center recordings are based on software that has been written to capture the data that passes through the telephony switch or PBX
and the agents' handsets. This information is then stored on a server for easy access and playback. ECHO utilizes this latest technology coupled with the highest trained engineers to write, test and implement the products our customers want and need, such as eTraining, Web Services and our high quality and extremely efficient screen capture.
TMCnet: What are some of the innovations Teleformix is currently working on, or that it recently rolled out, in its ECHO™ contact center recording solution?
GM: Teleformix’s latest product, ECHO eTraining, is an optional module that has been a terrific tool for our customers. eTraining simplifies the training process for a company, especially if they have a large number of agents. No longer will a company have to gather everyone together to go over the latest products or procedures, they can simply upload their existing documents and push them out to the appropriate people which can be followed by a test which is highly customizable.
Companies can also create new documents and tests as well. The materials and tests can be either mandatory or optional. ECHO’s eTraining module is designed to help companies train their agents better and more efficiently in order to have more satisfied customers.
TMCnet: What are some of the ways contact centers are using Teleformix’s ECHO solution?
ECHO’s customer base is across many verticals including government, insurance, financial, healthcare, call centers and marketing companies. One of the great things about ECHO is that it is very flexible and highly customizable. Whether your company takes calls or makes them and whether your company is using IP, TDM
or mixed ECHO can help you.
Many of our customers utilize ECHO’s screen capture module, which captures exactly what the agents are doing on their monitors during and after each call. This really helps with meeting first call resolution mandates. ECHO’s screen capture only utilizes 1-2MB of storage on average per 4-minute call, which is extremely low.
TMCnet: What else should people know about contact center recording solutions?
GM: More companies everyday are realizing that they should be recording their calls. There are many call recording products on the market today so you need to be careful in determining which is right for you.
Contact center recording solutions should be user friendly both from an administrative and CSR (News - Alert) point of view. These solutions should be completely turnkey which means that all of the hardware, software, system training, installation and first year premium maintenance should be included with your purchase.
Cost is another major factor when determining which contact center solution is right for you. Most companies charge a license for every agent in your contact center whether they are working or not. ECHO is concerned with the highest number of concurrent users at any given point rather the total number of agents in the call center. This form of licensing is a huge bonus to our customers because they save a lot of money in licensing fees and hardware.
Your call recording software solution provider should be extremely customer service driven. You need to feel comfortable that they understand your goals and they need to help you achieve them.
To learn more about recording solutions for the contact center environment, please visit the Call Recording community on TMCnet.com, brought to you by Teleformix.
Mae Kowalke is an associate editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Mae’s articles, please visit her columnist page. She also blogs for TMCnet here.