Call Accounting Featured Article

CTI Group Brings together Cloud Based Call Recording and Cisco HCS Platform

June 20, 2013

For starting out as a simple performance measurement tool in the call center, call recording has come a long way. Nowadays, companies use call accounting software for numerous reasons. This includes liability protection, regulatory compliance, staff training and performance monitoring.

CTI Group has reaffirmed that its latest SmartRecord cloud call recording solution is capable of integrating with Cisco’s (News - Alert) HCS platform. SmartRecord is certified on Cisco UCM, and the basis for voice platform in the HCS solutions.

SmartRecord solution offers selective and on-demand recording features, support for single sign on through a range of options including OpenLDAP, OpenID and Active Directory, total support for Cisco 3rd generation handsets, recording through proprietary Cisco Built-in-Bridge recording feature, and more.

Using the SmartInteraction Suite from the company, carriers, service providers and enterprise contact centers can turn their call recordings into actionable data. Call recording is used for increasingly varied purposes these days, and an increasing number of companies are measuring its value far beyond the regulatory safety offered by a call recorder.

"More and more of today’s businesses are consuming cloud services for their call control, so it makes good business sense to do the same for their call recording.” Says Trevor Davis – head of products at CTI (News - Alert) Group. “As this desire to consume services from the cloud increases, businesses are able to shift their IT spend from a capital expenditure (CapEx) model to an operating expenses (OpEx) one, thus achieving substantial savings."

In 2012, the company partnered with BroadSoft (News - Alert) to expand its call center footprint.  The company's planned to increase the sale of Call Center Xpress solution which facilitates telecommunications service providers to provide a feature-rich, end-to-end and fully scalable hosted call center solution to enterprise customers.

Edited by Blaise McNamee