Just because the holiday season is right around the corner doesn’t mean companies are slowing the pace on call recording innovations. The call recording industry has seen another very active week, so let’s take a moment to look back on some of the week’s highlights.
Call recording in the contact center is essential, not just for regulatory compliance and quality assurance, but for agent training and evaluation as well. This week, Indian IT company Ecosmob announced the global availability of its new contact center software for enterprises of all sizes. Among its many enhanced features, the new solution includes advanced Automatic Call Distribution (ACD), callback, multi-level Interactive Voice Response (IVR), configurable call scripts and messages, answering machine detection, call monitoring and voice logging, whispering and barging, progressive dialing and real-time and standard reports.
Another big name in the contact center world, OAISYS, was involved in a new and improved call recording solution announced this week that is sure to make waves. EarthBend unveiled version 8.1 of its OAISYS line of call recording tools. The new version promises to bring greater power to call recording operations, as well as to contact center management in general. The new version of OAISYS offers a boost to the Talkument Navigator user interface, as well as integration enhancements for Microsoft Active Directory, and even specific optimizations for those who are using OAISYS alongside ShoreTel systems.
Also this week, software and cloud-based communications platform provider Twilio announced the launch of its Elastic SIP Trunking to give enterprises more flexibility with their communications solutions by using the power of the cloud. Included in its new offerings will be augmented call monitoring technology for businesses and contact centers. By using the cloud, the company is able to deliver a globally-resilient SIP Trunking service with unlimited capacity.
Contact centers handle all sort of private information like customer addresses and credit card numbers, and therefore it is vital for businesses to keep that data secure. LiveVox, a cloud contact center solutions provider, opened a new data center in Toronto this week, which will give Canadian clients greater access to the company’s suite of security features—such as ACD, predictive dialing, IVR call recording, business analytics and compliance. With the new center, LiveVox intends to better serve Canadian-focused organizations and provide them better data and user protection within the country.
Gryphon Networks, meanwhile, announced a new call recording system to help financial institutions and debt collectors better meet compliance regulations. The Gryphon Core Phone for Consumer Debt Collection gives these companies a relatively simple way to meet the requirements set forth by the Consumer Financial Protection Bureau (CFPB), which in turn sets for the rules of the game as far as consumer debt collection services go.
There is plenty more call recording news where that came from, so be sure to check back here regularly for all the latest happenings in the space.