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TMCnet Call Recording Week in Review

August 20, 2011

By Ed Silverstein, TMCnet Contributor

It was a busy week in the Call Recording sector this week. Here are some of the major stories from TMCnet.

Executive recruitment and placement firm Govig & Associates has standardized on the Tracer contact center management solution by OAISYS (News - Alert) to maximize the management and performance of its call center. Govig has been using Tracer for quality assurance and dispute resolution since 2004.

In another story, J.D. Power and Associates' Certified Call Center Program has recognized Nicor National as a service provider delivering excellent customer satisfaction for the fifth consecutive year. Nicor National provides home warranty and energy efficiency plans through its Home Solutions portfolio.

Also, offering centralized voice communications management for local and remote locations in an economical add-on application, LG-Ericsson USA has announced the newest application for its voice platforms: iPECS IP Call Recording (IPCR). iPECS IPCR facilitates recording and real-time monitoring of stations managed on an LG-Ericsson (News - Alert) voice platform, which includes local and remote IP phones, Digital and SLT devices.

In addition, Justin O’Brien, vice president of Sales and Marketing at CXM Recording and Quality Monitoring, said in a recent interview, that solutions that enable businesses to identify their customer support limitations – such as post-call customer satisfaction surveys and integrated e-learning – will become mainstays in this current economic environment. In addition, companies will continue to look toward virtualized and cloud-based solutions to minimize expenses and stay ahead of the technology curve, he added.

And TMC’s (News - Alert) David Sims reports that voice and video over IP is growing exponentially. Already Skype is available across almost every conceivable platform and device. Skype (News - Alert) for iPad remains among the top free apps in the iTunes store.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Ed Silverstein is a TMCnet contributor. To read more of his articles, please visit his columnist page.

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