Enterprise call recording is essential for effective monitoring and maintenance of agents in large multichannel call centers. They’re also required to store the sensitive information that is provided by customers during phone interaction. Majuda is offering a service that has the typical legacy components of call recording suite, but offers them in a slick package with front and back end support generally not offered in a reporting option. Majuda’s VP of operations Evan Kahan spoke about the software at this year’s international Call Center Expo.
Call recording is a vital spoke in the wheel of call center operations, and many other products rely on it. “Work force management doesn’t exists without call recording, but no one wants to spend the money on it,” Kahan said, “We offer a cheap reliable recording suite that will work with any system.” Majuda’s products will work on any platform and offer customers’ unlimited scalability, allowing them access to quality of service metrics in realtime.
According to the websites product description ”The Majuda Voice Suite combines Majuda CallTracker and Majuda QualityTracker to provide a synergistic all-in-one solution that enhances an organization's ability to listen and understand customers' wants and needs; ensure service level goals are met and maintained and increase call center productivity, quality and effectiveness.” The software has an intuitive interface designed with Microsoft’s (News - Alert) Silverlight, and making full use of menus, interactive feeds, and metrics.
The company got its start in South Africa and expanded 3 years ago to the United States; its main goal at the International Call Center Expo reaching potential customers of its capabilities. “Now that we’re starting out in the American market education is key, especially when it comes to letting them know that we beat all competitors in terms of scalability,” Kahan said.
The pricing options for this solution work from SMB all the way to the largest enterprise level call center. Lines can be added as needed and so can supervisor licenses. Eliminating the need to purchase lines or licenses in bundles means that a call center really can scale however it’d like.
Feature rich platforms like Majuda’s are essential to a call centers ability to monitor quality of service. Majuda Voice Suite is a perfect way for contact centers large and small to get intuitive call recording without the line, license and maintenance fees typically associated with it.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Juliana Kenny