Call Recording Week in Review: CallCabinet, Zoom, NICE & More


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Call Recording Week in Review: CallCabinet, Zoom, NICE & More





August 26, 2017

Call recording is far more than just quality assurance; from training and sales, to compliance and customer service, a robust call recording system is a sign of a modern and mindful enterprise. So, 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!

This week, Zoom International unveiled a new tool to empower contact center managers to find and analyze omnichannel interactions, which is aimed at helping first contact resolution. “In-house tests show that common queries on customer interaction data with a traditional database can take five or more minutes. But those exact same queries with ZOOM take just seconds,” the company says. TMC’s Paula Bernier brings you all the details HERE.

NICE unveiled the NICE Compliance Center, a fully compliant call recording solution for the contact center industry, which brings together end-to-end media encryption, analytics and call recording.Omer Minkara, Industry Analyst for the Aberdeen Group, noted, “The capabilities of the NICE Compliance Center make it easy for users within the enterprise to ensure omni-channel compliance by monitoring issues and addressing them in a timely fashion. Enabling users, such as IT staff, agents and compliance professionals, to manage these processes end-to-end helps increase user productivity and shorten response times in addressing compliance risks in the contact center and in the back office.” Everything you need to know is HERE.

Speaking of compliance, Ban-Koe and myHrcounsel partnered to provide a broader portfolio of solutions to manage business compliance requirements. TMC’s Paula Bernier offers insight and analysis HERE.

The cloud is empowering a new era of innovation; from the contact center to the c-suite, digital transformation is at hand. Riding the wave of cloud development is CallCabinet with its Atmos cloud-based call recording solution. And, this week Atmos was awarded a Communications Solutions Product of the Year award. Complete coverage is HERE.

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



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