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Call Accounting Featured Articles

How to Ensure Compliance Goes Beyond Call Accounting

When integrated with a speech analytics solution, supervisors can easily evaluate each step of the agent's interaction. They can apply grades and scores to offer insight into instances and detect if a compliance breach is on the horizon. Even if a call were to escalate from a voice call to a video conversation or instant message, it can still be traced throughout the system. This ensures compliance is a priority at each stage of the interaction. When integrated with a speech analytics solution, supervisors can easily evaluate each step of the agent's interaction. They can apply grades and scores to offer insight into instances and detect if a compliance breach is on the horizon. Even if a call were to escalate from a voice call to a video conversation or instant message, it can still be traced throughout the system. This ensures compliance is a priority at each stage of the interaction.
1/26/2015

Reporting Tools Still Important in 2015 Call Centers

Buried within some of the excitement around opinions and predictions on what call centers need to do better in 2015, is the answer to what contact centers are really looking forward to in 2015 and which technologies they still haven't warmed up to. Buried within some of the excitement around opinions and predictions on what call centers need to do better in 2015, is the answer to what contact centers are really looking forward to in 2015 and which technologies they still haven't warmed up to.
1/23/2015

An Informal Contact Center Offers Massive Benefits at an Affordable Price Point

ISI recommends a flexible platform like Cisco or Microsoft as the building block for an informal contact center. Beginning with a basic platform enables a wide variety of add-ons to be easily integrated as needed. Features like workforce management, collaboration and recording and call accounting and reporting may all be easily implemented on the fly, at an affordable price point. These types of platforms also enable advanced features like voice traffic analysis and network planning, telecom expense management (TEM) and audit and UC features like video, instant messaging and speech analytics. ISI recommends a flexible platform like Cisco or Microsoft as the building block for an informal contact center. Beginning with a basic platform enables a wide variety of add-ons to be easily integrated as needed. Features like workforce management, collaboration and recording and call accounting and reporting may all be easily implemented on the fly, at an affordable price point. These types of platforms also enable advanced features like voice traffic analysis and network planning, telecom expense management (TEM) and audit and UC features like video, instant messaging and speech analytics.
1/15/2015

Call Accounting Industry News

1/27/2015 6:35:48 AM
Three Vringo Patents Invalidated in China for Lack of Invention

1/26/2015 5:23:03 PM
Verizon's Supercookies Demonstrate Need For FCC To Ensure Privacy Protections Are Maintained When It Issues New 'Net Neutrality Rules, Consumer Watchdog says

1/26/2015 2:35:48 PM
CAGW Names New Jersey Senator Cory Booker January Porker of the Month

1/26/2015 12:35:48 PM
BEL Announces Sale of Power Solutions Division to Unipower for $10 Million

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