Call Recording Week in Review: CallMiner, Aeriandi, Verint & More


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Call Recording Week in Review: CallMiner, Aeriandi, Verint & More





November 04, 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!

At the recently concluded LISTEN 17 Conference, CallMiner announced the release of a number of playbooks of its own – Eureka Success Playbooks. The playbooks portray best practice for Eureka users through an ongoing series of ROI-focused, in-depth guides to promote better business results. “Our training efforts at CallMiner are focused not only on how to use the Eureka solution, but also guiding our clients on how to produce repeatable and measurable ROI from various call metrics,” says Anne Dawson, Director of Customer Acceleration at CallMiner. Complete coverage is HERE.

This week Aeriandi unveiled an expansion to its PCI DSS voice services offering with automatic speech recognition technology. “Our experience shows that between 1 and 5 percent of people cannot use – or don’t wish to use – manual DTMF technology to make phone payments,” says Aeriandi co-founder and CEO Matthew Bryars. “Companies should not be disadvantaging disabled customers or customers that do not wish to use DTMF, but this has to be balanced with protecting their data and maintaining a secure card data process.” All the details are HERE.

This week, Verint unveiled its Automated Quality Management (AQM) solution that comes as an integrated element of the Verint workforce optimization suite, and is capable of automating the quality management process – end to end. “Empowering organizations to use advanced automation is a customer engagement game-changer. We have transformed our existing quality management solution by enabling all contact center calls to be scored objectively with coaching that can be delivered more quickly,” says John Goodson, Verint’s SVP and GM of products. Everything you need to know is HERE.

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

photo courtesy of Pixabay

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