Improving lines of communication
[ Products - CallPlus IP ]
[ Recording ]
Call recording is a critical function within modern contact centres. Bank and emergency service contact centres are required to record calls by law. Others record calls because they want to capture a mine of information that will help them better understand what customers are saying - and so improve service delivery, advisor training and 'customer experiences'.
There is no such thing as a standard call recording requirement. Modern call recording and quality management solutions need to be flexible to meet all needs - from the basic requirement to record a few calls for advisor training purposes, to the complex requirements of organisations looking to record and analyse 100% of calls for key strategic reasons such as compliance,
quality management and 'customer experience' analysis.
It is because call recording requirements are growing more complex that organisations are seeking more highly featured technologies. Early single/multi-line answer machines and single/ multi-line recorders that record to tape, floppy, hard drive, DAT tape or DVD are now being replaced by a new generation of advanced, open architecture digital platforms such as Macfarlane's CallPlus Call Recording platform - products that combine call recording with analytical software add-ons.
It is because call recording requirements are growing more complex that organisations are seeking more highly featured technologies. Early single/multi-line answer machines and single/ multi-line recorders that record to tape, floppy, hard drive, DAT tape or DVD are now being replaced by a new generation of advanced, open architecture digital platforms such as Macfarlane's CallPlus Call Recording platform - products that combine call recording with analytical software add-ons.