Call Recording Week in Review: CallMiner, VCL, Avaya & More


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Call Recording Week in Review: CallMiner, VCL, Avaya & More





June 10, 2017

Call recording is a fixture in the modern organization. From compliance and quality assurance, to training and sales, the uses are many and the benefits are real. Nicety to necessity, call recording is integral to the contact and operations as a whole. And, with the weekend upon us, there’s no better time than the present to take a look back at the week that was in call recording news: Time for the Week in Review!

Providing services for military veterans has long been a struggle here in the United States. The Veteran Crisis Line (VCL) offers a medium for veterans to vent, work through issues and be talked off the ledge. The suicide prevention line was struggling to handle the volume of calls and to provide a high standard of service. The solution: call recording. TMC’s Laura Stotler offers complete insight and analysis HERE.

CallMiner Eureka made headlines this week, as it unveiled a new feature: a ROI calculator. The ROI calculator takes all labor data points, analyzes various metrics, quality assurance recordings and such to calculate ROI for the entire system. TMC’ Steve Anderson has everything you need to know HERE.

As call recording is no longer an option in the contact center, the market is seeing much in the way interoperability movement. This week, CXM announced its recording and quality monitoring software suite is now compliant with Avaya communications and contact center solutions. “Successful completion of compliance testing demonstrates our dedication to the Avaya product line and its customers and is part of our new Version 5.2 release,” says CXM President Robert Irvin. “Ever since our first customer in 1998, CXM has worked to provide an affordable solution to meet the needs of our customers.” TMC’s Paula Bernier brings you all the details HERE.

Bernier also offered the call recording community a look into a number of benefits from the burgeoning area of the market. Find her complete report HERE.

Remember to stop by early and often for all of your call recording news! See you next week!



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