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TMCnet's Call Recording Week in Review

February 04, 2012

By David Sims, TMCnet Contributing Editor

Looking at the top stories in call recording this past week, TMC’s (News - Alert) Tracey Schelmetic wrote that customer service training company Telephone Doctor will partner with customer support and sales solutions provider ContactPoint to offer a new training accountability program called Service Ensure, the two companies said today.

Service Ensure will be an exclusive offering of Telephone Doctor that will be supported by exclusive call recording, call scoring and call goal-setting features powered by ContactPoint's new performance management tool, LogMyCalls.

Missouri-based Telephone Doctor offers customer service organizations training on skills in several formats: in Web-based modules, on a series of DVDs and live, in the form of workshops.

ContactPoint's LogMyCalls is a marketing tracking and analytics solution that allows companies to measure the effectiveness of marketing campaigns and determine return on investment (ROI). The two companies will combine services to offer client companies a way to improve service and ensure the success of their marketing efforts.

TMC also had the news that Kerio Technologies, a premier provider of Internet technology solutions, has just released Kerio Operator 1.2, the latest version of its award-winning IPPBX phone system.

The news and enhanced version, built on the industry-standard SIP VoIP protocol and Asterisk (News - Alert) 1.8, allows small and midsize organizations improve communication, reduce telephony costs and stay connected anywhere.

“With Kerio Operator 1.2, we have found the balance between functionality and simplicity by delivering a product that offers the essential voice features that are critical for business while not overwhelming customers with an over complicated system,” said Scott Schreiman. “Because of its integration and similarity to other Kerio products, our channel will find it easy to deploy Kerio Operator for clients who are looking for an economical way to upgrade their phone system.”

And TMC’s Rajani Baburajan noted that analytics-enhanced contact center quality monitoring provider Voice Print International (News - Alert) announced that Interstate Batteries, a provider of portable power solutions, has selected the VPI EMPOWER performance optimization suite to maximize performance of its customer service center.

“Interstate Batteries chose to implement VPI's call recording, quality evaluation, E-learning and analytics to ensure our PCI (News - Alert) DSS compliance and to enable in-depth tracking and improvement of our sales and ordering processes and outcomes,” said Patsy Reid, project manager of Interstate Batteries.

“Our partnership with VPI opens the doors to new levels of customer care and competitive differentiation for Interstate Batteries,” Reid added.

VPI EMPOWER complies with PCI DSS standards. The company claims that the performance suite is designed to automate the classification of calls handled by the company's contact center according to type and outcome. It also mutes and masks out sensitive portions of customer interactions.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

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