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TMCnet Call Recording Week in Review

November 19, 2011

By Linda Dobel, TMCnet Contributor

One of the primary reasons for call recording is analysis. If ever there was a reason to analyze the contact of the calls that come into a call center, and there are many, gaining an understanding of what drives first call resolution is one of the most compelling.

This week, TMCnet Contributor Anil Sharma that Nexidia (News - Alert) has been awarded a patent for its technology that does just that—offers “deep insight into agent-customer interactions and enables contact centers to pinpoint ways to improve the customer experience and increase customer loyalty.” Nexidia’s Enhancing Call Center Performance patent award is its thirteenth patent since 2007. The article describes the first call resolution analysis technology as having the ability to: a) process and analyze 100 percent of inbound calls and b) having the ability to understand spoken content and combining it with meta-data that includes a customer identifier, making any customer’s call history available so call center management will know about every call that has transpired been that customer and the call center regarding the same issue. This enables the center to make changes to the areas that are preventing first call resolution.

Two other companies made news this week for forging a partnership that promises to provide a program that analyzes the data and process areas of the contact center. A report from TMCnet Contributor Anil Sharma relayed the news that Sword Ciboodle (News - Alert) and CSC are collaborating on a program designed to reveal “hidden issues” in the call center so that changes can be made to not only increase the cost-effectiveness of the operation, but to also enhance the customer experience. The program will work with the methodologies, solutions and tools provided by CSC’s (News - Alert) High Performance Contact Center combined with the contact center platform from Sword Ciboodle.

Still another partnership that promises to help improve the efficiencies and therefore the cost-effectiveness of call centers was reported this week. The news came from TMCnet ContributorAnuradha Shuklathat nVoq and VXI Corporation are teaming up to provide a solution that combines their SaaS (News - Alert)-based speech to text software with headset product offerings. The SayIt speech to text part of the solution comes from nVoq and the ISO 900 noise canceling headset part of the equation comes from VXI. Together they aim to improve call center agents’ workflow, efficiency and accuracy.

Finally in our recap of the week, we learned from TMCnet Contributor Rajani Baburajan that several call accounting and call recording products from Trisys will now be able to operate with Samsung’s (News - Alert) OfficeServ 7000 system platforms. The products include Replay T1 and Replay RTP call recording and Tapit NOVA call accounting solutions, all of which are designed with call center compliance as well as security, call center performance and remote workforce supervision in mind.

Linda Dobel is a TMCnet Contributor. She has been an editor in the contact center space for more than 25 years, and has the distinction of being the founding editor of Customer Inter@ction Solutions (CIS) magazine. To read more of her articles, please visit her columnist page.

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