CallCabinet, Author at Call Recording

The Atmos Platform Now Provides Incomparable Enhanced Quality Management and Understanding of the Customer Experience

BOCA RATON, FL (June 10, 2019) – CallCabinet, a leader in cloud-based call recording, quality assurance, and AI analytics announced today the release of a broad range of new AI-driven analytical features for Atmos, Call Cabinet’s popular Cloud recording platform. Atmos’s new features are driven by advanced conversation interaction and emotive voice stream engines that dissect recorded calls, organizing data based on word content, sentiment, and emotion.

Continue reading “CallCabinet Introduces Powerful New AI and Voice Analytics Features for its Atmos Call Recording as a Service (CRaaS) Platform”

Thirty-Year Industry Expert Discusses the Impact and Landscape for Telecom Applications as a Service

BOCA RATON, FL (June 13, 2019) – Ron Romanchik, Chief Revenue Officer for CallCabinet, a leader in cloud based Call Recording spoke in the Solutions Theater at Cisco Live San Diego on Tuesday, June 11th. Drawing on over 30 years experience in the Telecom and Interaction Recording Industry, Mr. Romanchik discussed “Applications as a Service: The Truth, Contenders vs Pretenders”.

“The mass migration of applications to the Cloud means Cisco users will now use technologies that were previously cost prohibitive, on-premise solutions,” stated Romanchik. “Not all providers are the same, so shifting from expensive contracts to applications as a service disrupts the one-size-fits all pricing model, replacing it with a curated, lower-cost OpEx. There are technology differences in application providers who have migrated to the Cloud from on-premise solutions and true Cloud providers. It’s vital to address the potential pitfalls of mission critical applications moving from on-premise to the Cloud, and how the Cloud itself is used to prevent and solve these issues.”  The seminar touched on leveraging Cloud architecture, and managing throughput and redundancy with true Cloud offerings, such as CallCabinet’s award winning Atmos Call Recording as a Service.

CallCabinet’s suite of products is designed to bring compliant, managed recording and quality management to every business, no matter the size. CallCabinet’s ATMOS Cloud interaction compliance recording has been deployed world-wide, across many countries, growing at an exponential rate. CallCabinet has recorded over half a billion calls throughout the world, making it one of the largest single platforms available for interaction recording.

For additional information on CallCabinet’s solutions and the new Atmos Voice Analytics, which brings Atmos Call Recording as a Service to a new level in customer experience management, visit CallCabinet.com today.

 

Solution Enhances the Customer Experience by Enabling the Extraction of Rich, Actionable Insights From Call Recordings

CallCabinet’s new feature offering combines its years of expertise in engineering seamless, secure, and compliant call recording solutions with Call Journey’s market-leading conversation analytics technology. This partnership offers users a subscription service that enables the extraction of rich, actionable insights from call recordings, all from the helm of CallCabinet’s popular Atmos call recording as a service platform. This deep data will fuel the growth and improvement of CX, compliance, QA and ROI.

“Call Journey is proud to be partners with CallCabinet, which is known industry-wide for their groundbreaking innovations. Working together, we will deliver a next-generation solution that marries the latest in Natural Language Processing and Artificial Intelligence into a contact center solution,” said Paul Humphrey, CEO of Call Journey.

Ron Romanchik, Chief Revenue Officer of CallCabinet, said, “CallCabinet seeks partners that provide state-of-the-art technologies. Call Journey consistently exceeds expectations and provides top quality technology services that powerfully enhance our offerings. Together, we bring over 100 years of collective expertise to bear for our clients.

Learn about the latest from CallCabinet at CISCO Live! in San Diego, CA on June 9-13, 2019. Drop by our booth (#3414) to explore how CallCabinet’s new conversation analytics solution is having a transformative, measurable impact on client success.

 

Extracting The Voice Of The Customer

Every call center has a steady feed of Big Data, but just as raw eggs can’t be called an omelet, unfiltered call data tells us nothing about our customer’s journey until it’s analyzed. The Voice Of The Customer (VOC) isn’t merely a single note, but a symphony composed of every last data touch point our customers give us in social media interactions, customer surveys, emails, and most notably, our call recordings. Without the right tool to discern the customer journey, call center managers are simply overwhelmed by the uncut information hitting them from all directions.

Continue reading “Call Centers: QA Through Big Data”

cloudcallrecordingicon1It doesn’t matter whether you are managing a large or a small enterprise. When you are dealing with transactions made by your employees with clients over the phone, you need to be on top of many different components. These will usually include aspects such as customer service, sales pitches, transactions and legal compliance. Real-time interactions between clients and call centre staff can often be a little daunting to control and understand, and frequently issues may arise.

Continue reading “5 Advantages Of Cloud Based Call Recording You Cannot Ignore”

VOIP_Office_PhoneOne cannot ignore the fact that the world has become digitised and highly dependent on the internet. As a result VoIP (voice over IP) has become a very common way to communicate. It saves a fortune on call costs, and studies suggest that small and large companies can cut their international call costsby as much as 90% with the use of VoIP! When combined with a call recording system that can record, encrypt and store calls effectively, it becomes invaluable in terms of the insights that can be gained. Calls can be recalled, analysed or replayed to ensure that communication is effective, and that the customer experience is a pleasant and efficient one.

Continue reading “Leveraging The Power Of VOIP Call Recording For Your Business”

businesscallrecordingsIn the modern world where a wide variety of transactions are conducted via telephone, regulatory compliance plays a most fundamental role. There are various acts that regulate telephone transactions, and call centres are always highly focused on remaining compliant at all times. On the other hand, call centre managers often find themselves dealing with other, employee related challenges such as customer service, employee retention, hitting targets and objectives, and improving productivity. They also have to deal with customer issues such as quality of service, client recruitment and retention and effective sales.

Continue reading “Improving Compliance And Service Excellence With Business Call Recording Systems”

quemetricsdashboards200x200There are three processes that are needed for effective monitoring of any call centre environment. These are (1) measurement, (2) analysis, and (3) collection of feedback. If this process is continuously repeated it forms cycle that continues to improve the performance of the business. It also provides the ideal opportunity to use controls and metrics to gain insight into performance, and where and how it can be improved. It is, however, vital that after evaluation and assessment, that the reports and insights are acted upon in an appropriate manner in order to get results.

Continue reading “Benefits Of Implementing Queuemetrics Agent Evaluation In Your Call Centre”

switchvox-business-phone-systemIt is vital that any call centre provides exceptional customer experiences, and this is made a lot easier with the use of Digium Switchvox call recording. The customer of today is used to excellent customer service, and all call centres need modern call recording systems that empower them to deliver on customer demands. In addition to this, compliance to legislation that regulates call recording is vital.

Continue reading “Why Combining Digium’s Switchvox With Atmos Call Recording Works Best”

Business owners often underestimate the value of call recording software. The perception is usually that call recording software can only be utilised in large call centres, but in reality this is not the case. Great value can be added to just about any business of any size by using call recording software, and there are a lot of options available that are very affordable.

Call recording software is software technology that can record and keep track of all voice transactions made over a telephone network. This technology has advanced significantly to keep up with modern networks and digital formatting, such as conversations conducted over VoIP and PSTN networks. The information can then be stored, replayed and analysed in different ways to bring meaningful insights about the current state of the business, new opportunities in the marketplace, cost reduction and many other factors that affect the success of the business.

Some of the benefits that call recording software can bring to your business include the following:

  • Performance management through call monitoring: In order to measure performance of particular teams or employees, their calls can be analysed to gain information about effectiveness. For instance, the hit rate (how many sales are made with how many calls), how long the calls are, particular target markets, or what the best performers say during the conversation. This information can then be used for appraisals, the identification of training opportunities, the implementation of new scripts, and targeting of different demographics.
  • Evaluation of marketing campaigns: Better insights can be gained by listening to customer responses during marketing campaigns. For instance, new customer needs can be identified through the questions customers ask, or specific things that they request. This enables your business to focus on providing specific products that will expand the customer base and increase sales.
  • Legislative compliance: Most transactions made over the telephone are regulated by law. Call recording software enables the retrieval and encryption of stored conversations. This helps to resolve any issues around legislation and customer consent. It provides evidence that regulations were followed and avoid possible lawsuits.
  • Dispute settlement: Telephonic conversations are not always as clear cut as one would want them to be, and sometimes misunderstandings or miscommunications occur. During a dispute, call recording software can be used to escalate or to settle the dispute by listening to the contents of the conversation.

It helps to understand that not only large call centres deploy call recording software. Even smaller businesses such as medical practices use it to record information about appointments, prescriptions and patient data. Vehicle dealerships use it to record information about workshop or servicing bookings and ordering of parts. Call recording can be applied to many different businesses!

Call Cabinet specialises in the provision of high quality call recording software for any size business at affordable prices, on a month-to-month basis. This makes it possible for just about any business to benefit from call recording. To find out more about how call recording software can add value to your specific business, give our team a call today!