Call Accounting Featured Article

Why Companies Are Hitting the 'On' Button with Recording

July 21, 2016

Collaboration recording is the name that’s been attached to the ability to record voice calls as well as video interactions from desktop phones, mobile devices and web conferences. In fact, a recent ISI Telemanagement Solutions Inc. blog refers to this type of thing as a game changer.

Blog author Darlene Jackson says that it’s important because it improves upon traditional call recording by employing better technology, quality management and rich features at a lower price point and from a single, user friendly platform. And she goes on to note that LinkedIn will gain this capability following its acquisition by Microsoft (News - Alert), providing the social media for business site with real-time communications functionality and greater business intelligence.

Microsoft last month announced its intention to buy LinkedIn (News - Alert), which has more than 433 million members, for $26.2 billion in cash. In revealing the news, Microsoft talked about how the marriage will allow for LinkedIn user profiles to be paired with Microsoft’s popular communications (like Skype (News - Alert)) and computing solutions (like Office 365 and Microsoft Dynamics, its CRM solution) to allow for just-in-time social learning, organizational insights and transformation and social selling.

As for recording specifically, there are a wide variety of applications for call recording. It can be used for compliance, to capture agent conversations with customers in the call center, to better understand customers and to help people in all parts of a business to remember what was shared in conversations and meetings.

3CLogic, Aspect (News - Alert) Software, Calabrio, Coordinated Systems Inc., Five9, Interactive Intelligence, IntraNext Systems, IR, Numonix Recording, OrecX, SIP Print, Tango Networks, TCN, Telstrat, Verint (News - Alert) Systems Inc. and Versadial Solutions are among the companies that offer call recording solutions in the contact center arena. 

Probably the most powerful tool in the contact center quality arsenal is the ability to flexibly and easily record and play back customer interactions with agents across all channels of communication, Aspect Software says. Recording offers customers both voice and screen recording to capture all customer interactions, creating a valuable repository from which to measure the quality of individual agents, extract insights across many agents and prepare audio/visual training material for more effective coaching, the company says.

Edited by Alicia Young