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Migrating to the Cloud can be scary
Is migrating to the Cloud safe for call compliance?

Call compliance presents any company with a steep challenge. Compliance when migrating to the Cloud can seem even steeper. Rapid Cloud expansion has redefined global business, and at the heart of the Cloud’s unending promise is a single word: sharing. The ability to share information instantly to a limitless number of locations has spurred countless new industries. But, just like any paradigm shift, that ability has spurred just as many new concerns. From farms to Wall Street, businesses are moving assets to the Cloud, but what happens when you need to transfer your call recordings? Those conversations are filled with critical customer data. Are you breaking compliance regulations and placing your company in legal jeopardy by putting your call recordings in the Cloud?

Is Cloud Fabric Secure?

The Cloud is too many things to just say yes or no to that loaded question. The better question: is my data secure? In a recent interview with CloudCo Partner’s Mike Evanisko, Mike revealed that all too often customers still don’t even think about security despite trying to maintain compliance when migrating to the Cloud. Many people will read the phrase 256-bit encryption and think:

That sounds good enough.

Look, numbers! Probably means I’m safe.

‘Encryption’ is a Scrabble word.

To stay on topic, let’s just say that the strength of modern encryption is mind-boggling. Unsurprisingly, people still cause the majority of security failures, not encryption. In a nutshell, encryption is the process of deeply scrambling data that you can only reassemble with a key. Logically, as long as that key is only held by the authorized parties, the encrypted data is useless to those who would try to exploit it. Moreover, clever criminals that might try to break an encryption key have a huge hurdle. Specifically, modern encryption keys change on a constant basis so that even when a thief cracks one, they find it expired. In summary, when you encrypt your data there’s virtually no difference between the security of a local network and the Cloud. More to the point, security is probably not the factor that will push you toward migrating your assets to the Cloud.

Isn’t My Critical Data More Secure On-Premises?

The cash you stuffed in your mattress was safe until you had a fire. Maybe you had a good reason not to trust the bank, but they would’ve insured your cash. This issue becomes deeply clear when we swap out the word cash for data. Your call recordings are much, much safer in the Cloud. Call compliance in the Cloud deeply simplifies a host of issues. All storage networks, on-prem or offsite, have faults in them. But, when you choose on-prem storage, you add more work to your already full plate. Power blowouts, hard drive failures, temperature spikes in the server room, and every other problem now becomes your problem. Sadly, one failure in any of those trouble areas can cost you data and force you to revert to a backup. Let’s hope you vigilantly monitored your backup system. On balance, running your own call storage servers is a data safety concern.

However, Cloud storage companies do nothing better than brood over your data like mother bears. Cloning and swapping out drives is what they do. Redundantly backing up global data is what they do. Guaranteeing the rapid return of your lost data, yep, it’s what they do. Nevertheless, we’re talking about migrating call recordings to the Cloud, and here’s where safety, security, and compliance all meet.

Breaking Regulations Is Easier Than You Think

Say you’ve got a dispute stemming from a recorded phone conversation. You’re in Pennsylvania, and you review the call on site. Next, the company’s legal team in New York has to hear the conversation. You decide to pull the call off your local system and email the audio to legal.

Oh, dear, you’ve just broken compliance. Worse, the customer’s lawyer has done enough research about your multi-location company to figure out you might’ve breached regulations. When challenged to provide proof of compliance, you’re discovered to have emailed audio, and this is a clear PCI violation. That email that you sent just cost your company the whole case.

Or (cue the heroic music), your calls were all stored in the Cloud. The audio in question remained encrypted while it was being sent to legal. (Music crescendos) You maintained compliance, and all that pleading you did to get your calls migrated to the Cloud has saved the day. Your boss throws a lunch in your honor, gives you a brand-new red stapler, and names you employee of the month. (fade to white).

What If I Don’t Need To Send Data Outside My Company?

Fair enough, your company is self-contained and you just feel more comfortable about keeping call data on-site. Remember all that stuff about maintaining your own backup system? It’s still true even several paragraphs later. And, if you’re dead-set on having a hardware instance of your call data onsite, that’s totally understandable. But an offsite backup of that data will really help you when your hardware system goes down because compliance laws don’t flinch. You’ll be safest redundantly encrypting your call data over multiple global locations in the Cloud. In the event of a catastrophic data loss caused by say, a fire, you remain compliant. You’ll even continue recording calls, provided the call center didn’t burn down.

The Safest Place For Mobile Call Data Is The Cloud

The rise of the mobile workforce has thrown a big wrench at compliance. Don’t get me wrong, I’m a blogger, I’m firmly part of that workforce. Remote employees are here to stay and the Cloud offers companies compliance for this scenario by eliminating centralized call storage. Compliantly recording from Unified Communications platforms would be a nightmare if it weren’t for the Cloud. Cloud-native browser-driven Atmos actually makes softphone and remote conversation capture effortless. If your workforce is partly or fully mobile, you’re already using the Cloud. You might as well securely record them there.

The inherent security designed into Cloud services is built around heavy encryption, and as we move deeper into IoT (cue the coming in another blog post music), the Cloud will prove to be the frontline defense against data theft. Reach out today and talk to us about your compliance needs and let us show you how a true Cloud solution can maximize your legal protection.

CallCabinet Partenrs with CloudCo

CallCabinet Interview with CloudCo Partner’s Mike Evanisko

Recently I spoke with Mike Evanisko from our new partner company CloudCo. Click the audio link to listen. Transcript (edited for clarity) provided below. 

Listen to interview

CC: Hi, I’m Brian Gocher, and I am CallCabinet’s marketing writer and blogger—and I’m talking with Mike Evanisko from CloudCo. We just partnered at CallCabinet with CloudCo and, we’re going to chat today about the Cloud industry, how it’s changing, about the partnership that CloudCo has just made with CallCabinet, and where things are going in the future for us.

Mike E: Hey, how’s it going.

CC: It’s going well. It’s good to have you on. Let’s get right into it. Why don’t you tell us about CloudCo, and about the markets that you service, what kind of products that you provide to your customers?

Mike E: Yeah sure. So, CloudCo partner is a channel-focused Cloud services distributor. We’re concentrated on transforming and improving the way resellers and service providers deliver Cloud software to their customers.

CC: Tell us about why CloudCo stands out.

Mike E: We really focus on simplifying the vast offerings that are available in today’s market. I mean everyone sees it—there’s Cloud this, Cloud that, it’s everywhere, so it can be a little overwhelming to determine what you should work with, what products are good, what’s bad, and how to actually deliver these services to your customer. We also ensure that all of our vendors are a channel-focused company and their products meet the needs of our partners. So, we’re really big on the channel here at CloudCo Partner.

CC: And talk about the great group of people you got working with you over there, and your approach to taking care of your customers.

Mike E: We also pride ourselves on personalized sales, tactical training, and a certified support staff to allow all of our partners to enter the Cloud market rapidly and achieve profitability really quickly. Sometimes it can take months or even years once you start selling Cloud services to achieve profitability.

CC: And what kind of markets are you interfacing with more and more these days as the Cloud service business grows.

Mike E: The markets we primarily focus on are the voice over IP and communications markets. We really try to hone in on the products and services that support those markets, but we also focus on some ancillary markets such as infrastructure as a service and billing as a service. Those are also really important our resellers and partners who are delivering those services to their end-customer. They need everything it takes to provide a really cohesive product for their customers.


We’re seeing a massive drop in premise-based phone systems. Those onsite servers are really starting to dwindle. —Mike Evanisko, CloudCo


CC: Speaking of customers, let’s talk about your customers and resellers. Talk about the people that are working with you and that you’re providing products to.

Mike E: So, we work with a lot of US-based resellers and service providers. Most of them are managed service providers delivering I.T. products, backup-as-a-service, network management, things of that nature. Or, they’re a voice-over-IP service provider that is providing a hosted phone system to various customers. This is a huge market now as we all know, so these guys are across the country. Your local I.T. shop just doing this every day. And they’re faced with trying to determine which hosted phone system to go for, which call recording software is right. We’re here to help them make those decisions.

CC: That’s great. So, Mike how did you get started with CloudCo?

Mike E: I’ve been in the VoIP industry for about 15 years now. I’m also the CTO of another company called 888-VoIP which is a hardware distributor.

CC: Oh yeah. It’s well known.

Mike E: Yes. So we’ve been providing hardware and software licenses for customers for a long time as the market’s changed over the years. We realized that we really needed to have a better, stronger Cloud offering. We just kept seeing a lot of frustration from our partners. They’d be given a software license but then they had to go figure out what to do with it. They typically would have put it on a premise-based phone system, but now things are easier to move to the Cloud. There’s much more reliability and support. We really wanted to provide an end-to-end solution for them which is why we created CloudCo.

CC: So let’s talk about the industry as a whole. You talked about how businesses are finding it easier to move to the Cloud these days and how the premise model is kind of on-the-wane.

Mike E: We’re seeing a massive drop in premise-based phone systems. Those onsite servers are really starting to dwindle. We’re all seeing a large drop in PSTN phone lines. Obviously voice over IP phone lines are much more stable now as the Internet across the country becomes faster. Those markets used to be huge—especially in our hardware side. We used to sell a ton of premise-based servers and physical gateways, and it’s pretty much dropped off considerably unless you’re in a rural market.

CC: So why do you think that is?

Mike E: It’s really the infrastructure of service providers. It’s come a long, long way. You used to post things in the Cloud, but it was a little dicey in terms of the software side. They may have not installed properly in a Cloud data center, most of the Cloud data centers really didn’t have proper bandwidth, or redundancy, or location in the country. Those are all factors in this. Another major factor is , and this is something we saw specifically, is the sharing of resources in the Cloud infrastructure. Many of them are built for more standard applications and not so much phone system-focused applications, like hosting a website. So, say you’re on a server that isn’t actually processing live phone calls, when your resources are shared you don’t notice if there’s peaks and lulls in the day. You’re not hearing it, right? But when you’re using a phone system, and it’s the middle of day, and you’re using a shared Cloud, you’ll actually hear jitter on the call. Your customers will call and complain. That’s one of the things we focused on, and we pride ourselves on our VoIP-focused infrastructure, because it’s not shared. Everything you pay for is what you get and it works flawlessly.

CC: Yeah. You don’t always get what you pay for some of the some of the solutions out there that are for VoIP and for Cloud are very dicey, and under the hood they’re just virtual machine technology that are not true Cloud solutions. Why don’t you talk about our partnership and what we’re going to be providing together.

Mike E: Sure. Yeah. So we’re always looking for new vendors and we really like to be careful about it. We don’t like to add five of the same type of vendors and have them battle it out. We really like to take our time and find that vendor that fills a void for our partners instead of overwhelming them with offerings. For the past few years our partners have asked us what to do about compliance. It’s becoming a really complex industry as government has more control to force and more things upon us. Then CallCabinet shows up, we saw them at a few shows. We looked into then and were thought wow, this is an amazing product. This answers all these questions we’ve been getting the past few years solves it in one swoop. And it’s also an over-the-top solution—

CC: Oh, yeah it is.

Mike E: …which was huge for us because our partners either have their own homebrew solution, or they’re using proprietary software like Asterix, Free Switch, Vodia or any of a ton of other solutions out there. So having an over-the-top solution from CallCabinet means they can provide these extra features like quality assurance, call compliance, A.I. and analytics, it makes it really easy to bring into our vendor lists and for partners to buy.

CC: Let’s talk for a minute about what kind of customers CloudCo works with who’ve realized that they need to get their compliance game in order and come up to speed.

Mike E: There are two examples I always like to refer to when I’m talking to our partners. It’s two ways to look at businesses. In one, you can talk to your end customer and refer them to the cost of employees, in the other you can to a business about knowing their day-to-day business trends. If we look at the cost of employees, we think of a business that has dedicated QA representatives. It’s usually a bigger company that will have an entire team of them, could be 5, 10, 15, 20 people. The cost of these employees is huge, it’s massive. And these employees can either spend their days manually reviewing call logs, or they can purchase a product like CallCabinet’s [Atmos]. Now that same end customer, if they purchase [Atmos], can have that same staff working more efficiently because now they can dig into a higher volume of calls versus missing a lot of them, or they can reduce headcount. Now they’ve saved a ton of money and overhead. It’s a massive cost savings.

CC: And there’s no reason to ever do random call sampling again. It’s like if you had a school, and there was an outbreak, and you just decided to send every tenth student home. That’s random call sampling. That’s how effective it is.

Mike E: Exactly, exactly.

CC: I think now that we have the tools to use artificial intelligence and ask our data questions directly, it’s all going to come down to whether or not you adopt it in time to beat your competitors.

Mike E: The other side of it is businesses that maybe aren’t subject to compliance laws, but are focused on business growth. Atmos can help out immensely there, too. You have the ability to use the A.I. and analytics of [Atmos] to review all of your calls, and find out “hey. my customers are asking about support or service for this specific product and they’re calling about it 50 times a day.” Then the company knows they need to dedicate a cue, or an employee that specializes to that issue. Or another one I always bring up is say you’re launching a promotion for a new product, and you want your salespeople to tell every customer about it for the next month, because you’ve got to hit a goal with a vendor or increase revenue. Atmos can analyze all those calls for you and then determine if your sales reps are actually doing it every day. That’s just invaluable.


Most people don’t realize that you cannot take a credit card number over the phone and keep that call recorded. You have to have that data redacted. —Mike Evanisko, CloudCo


CC: Switching topics let’s talk about security for a minute. When you promise your customers compliance you might be talking about a lot of different things because different industries have different compliance laws. But security is a paramount issue when talking about compliance. And one of the problems we wanted to solve was how to stay compliant while sharing data from location to location so, the obvious solution was to use the Cloud. Because, when you have a company that’s spread across multiple geographical locations, they break compliance just by sharing call data with each other. However, if the call data is all stored in the Cloud, and obviously your locations have access to the Cloud, you’re never changing the location of the data. You remain compliant. So, Mike, talk about your customers and their security concerns.

Mike E: Security is extremely important, as you mention, but most of the customers aren’t even considering it, to be honest. We bring it up. They say “oh, wow! I didn’t realize that, especially when it comes to compliance”. Most of the customers don’t realize that it’s a security compliance issue to record or store those phone calls on a non-compliant system. What CallCabinet has done is made a secure way of moving all those all those calls to their secure cloud. Now being in the infrastructure-as-a-service business, it’s very difficult to provide a PCI-compliant secure setup in the Cloud, but they’ve done it. It takes a lot of work, it’s not easy. Your average phone system cannot do that. So, it allows you to go in and sell to these customers that are really security concerned without changing the existing platform.

CC: And the secure facility is actually the next topic I want to hit with you. We use the Azure network for Atmos, and we do that because we’ve seen so many more multitenant operations need to be compliant with their calls—but you can’t share call data from location to location without breaking compliance, so the solution was to make sure the data never changes location. When you put it all in the Cloud, like we do with our solution, these multitenant operations can share data with each other, and maintain compliance. Is CloudCo seeing its resellers tackle more multitenant designs, or is it still really a single location customer base?

Mike E: No, it’s definitely becoming more prevalent to see multitenant operations. You’re starting to see the resellers learning all they need to for selling multitenant solutions. They’ve got their customers spread on systems located all over the place. So, moving those calls through the Atmos system securely is huge, especially when it comes to redaction of credit card numbers and things like that. Most people don’t realize that you cannot take a credit card number over the phone and keep that call recorded. You have to have that data redacted.

CC: You said a lot of people don’t really even think about security—

Mike E: They don’t.

CC: That’s OK because we’re thinking about it. Let’s round it up by talking about the financial benefits of what we offer together, and how easy it is to deploy.

Mike E: The financial benefits are enormous. It’s one of the reasons why we really didn’t approach call recording prior to discovering CallCabinet’ Atmos product. The previous systems in place were extremely expensive, and for most of our partners that service small businesses, it was out of their price range. Just impossible. They would have to have a special phone if they really wanted to do this right, so there was no easy solution. You would spend 10 to 20 thousand dollars on a large, premise-based system. The monthly fees would be crazy. The financial benefits of Atmos are far better. You’re just paying for how many calls you’re going to record in the Cloud. And it’s a very low monthly fee with no hardware no hardware. You don’t need anything additional for the majority of systems. All you require is a simple secure script on a server that connects back to CallCabinet’s Atmos platform and you’re done.

CC: That doesn’t take very long. Even if it’s a multitenant operation, right?

Mike E: Yeah, for most VoIP systems that we see and support, it’s just a simple script that goes on the Linux OS. It takes all of two minutes to set up. It’s one of the easiest things we do.

CC: We also notice that our users are really happy to not have to take care of the maintenance costs, because that was half of what made it impossible to sell a call recording system back when they were behemoths.

Mike E: When you went with a premise solution, you had to worry about storage space, fix hard drives, increase size, and always keep an eye on it. That’s a lot of work for a reseller. Nowadays it’s just a great thing to add on to any sale. We tell our partners they should always have it in the back of their mind and be thinking about it.

CC: That’s great. We couldn’t be more excited to be partnered with Cloud and to be to be working with you.

Mike E: Yeah likewise, the same. We’re extremely excited. I mean just to the AI piece alone is so amazing,  it’s creepy to agree, but it’s so powerful.

CC: That actually reminds me I do want to talk about AI just for a second. Do you find that your customers are aware, or do your resellers have to educate them on the power of using A.I. to sift through their customer data, to evaluate agents, and to maybe even look for new business opportunities? Are your resellers starting to feel a push towards A.I. from their customers?

Mike E: Yeah. And I really think they’re just starting to think about it too. That’s the thing they didn’t really realize that they could have a solution like this that was so cost effective. Prior, this would just be too much, it wouldn’t be worth it. They’re better off just manually listening to phone calls and and going the old school way. With a product like Atmos, now they can actually have a low point cost of entry, and they can do this and provide this for their customers. And, on top of that when they’re telling their end customer—when that reseller is over talking to that customer that business owner and he tells them he can provide them this level of capabilities. I mean this is something they wouldn’t have imagined they could have done in their home business. This is something you think oh, only Google can do that, only Microsoft can do that. You can do it now yourself within your own business with this product.

CC: Yeah. We find that really exciting. I find that very often I have to convince people that A.I. has nothing to do with drones turning on you or etc. That it’s an education process we’re always trying to get people to use the technology that we’re giving them, because you don’t just resolve disputes with it you can actually, you can really train your agents, it’s not just about the bad calls. There’s the good ones out there too. And that data is vital, but you’ll never be able to show it to your staff if you if you can’t even find it.

Mike E: Exactly. I mean you know who your top sales rep is in a company. Take a look at his calls record them with Atmos. See what he’s talking about. It’s a perfect training exercise for the rest of the sales force. I guarantee you he’s hitting on a lot more points in comparison to the other people.

CC: Well well this has been Brian Gocher  from CallCabinet and Mike Evans go from CloudCo partner—our new partner—Mike, thanks for being here with us and we’ll talk to you soon.

Mike E: Cool. Thanks a lot Brian I appreciate it. Have a great day.

 

In Part 1 of this piece, we covered how to convert your call recordings into leads and sales. Part 2 will show you the value of those recordings when it comes to product development and marketing content. So, with no more ado let’s go over how to tap into that value with AI-driven call analytics.

AI, The Product Consultant You Need

Ai helps with product development

Knowing what a customer base wants is the life-blood of any successful operation’s product development. However, predicting what they’ll want next quarter, or next year is the kind of information companies pay consultants millions to discover. Is there a low-cost consultant at your fingertips going unnoticed in your quest to know the future?

Why yes! Your agents!

Well… many companies try giving their sales and support agents extra hats to wear. Unfortunately, tasking these folks with your future product development has risks. Yes, your staff is talking to the most important group of people you know, your customers, but assembling their findings is where things get dicey.

Salesforce: Make us a new product!

Your sales folks have been talking to customers and now they’re using words like overhaul and new product. They show you notes from existing customers, and without a doubt, you see the need for some new product development.

Support Department: Make us some training content!

The support gurus are finding that customers simply don’t know how to use the product you already have. At this point they spend half the day talking to customers who won’t read your fabulous manual. Words like Youtube and tutorial come up in half the calls. Unfortunately, it’s not your agents directing customers to a tutorial video, it’s your customers asking for one.

You, the manager: I need a consultant.

Without a way of organizing all this data, you can’t peer through it with any real focus, so it feels anecdotal. Worse than having no focus is wasting cycles trying to figure out how to distribute company resources between product training and development. Face it, you need a way to overpower the data that currently overpowers you. Enter AI, the most affordable and organized product development consultant you have ever had at your disposal.

See The Future of Your Product Development

The quest to decide on a new product is an endeavor that costs companies untold dollars. Sadly, even with all the spending, sometimes things like the Microsoft Zune get made. Software developers already use AI to speed product development, but what if you could use it to point you to your new product line? No tool in your predictive arsenal should go unused, especially your greatest source of current market data, your call recordings.

When we use modern analytics, we find feature requests and new product ideas in our call recordings. Even better, it doesn’t matter if the call was positive or negative. Today’s customer base is more vocal than ever, we just need to use better listening tools to take action on their demands. Customers are literally calling to dump the data you seek at your feet…for free! Of course, that data is a mess, but that’s where AI comes in. Analytics engines organize the mess and allow you to re-angle the data for a 360-degree view of your customer. Let’s look at some sample call data through a keyword focus:

Francis from San Antonio—“I sometimes wish your widget would double as a gidget.”

Kendra from Portland—”Uh, like, do you guys make a vidget?”

AJ from NYC—”Ugh! What I really need is a quidget!”

Your analytical engine can be used to mine actionable intel from these kinds of calls. For instance, you can tell it to mine for those words and get back data in record time:

gidget mentions: 13, vidget mentions 34, quidget mentions 981

There’s a big difference between your call staff telling you they hear the word quidget often and seeing the actual numbers. If necessity is the mother of invention, then call data is mother’s to-do list. A proper analytics engine identifies keywords and phrases that you teach it. Companies that value this data refresh their analytics engines with industry-specific terms including competitor product mentions and new technologies.

But Wait, There’s More (Content)

You train your agents to close calls, but invariably some customers are chatty, confrontational, or maybe looking for a compliment. Thank goodness for these folks! They’re giving you your next idea for social posts, use cases, white-papers, tutorials, and that fabulous manual you want them to read. As a technical writer, I can say I’ve always wanted to know what users thought, good or bad, about the product manual.

As we’ve covered, an analytics engine grabs keywords and key phrases you’ve taught it. What if you teach it to identify parts of the agent script? You might find they’re constantly having to refer to the same 3 procedures. How many users are sitting in a hold queue waiting to hear a walkthrough all because you didn’t post a 3-minute video on your site?

develop better products to keep users off phone
Better content could have kept this guy happy and out of the call queue.

Companies today are taking advantage of AI’s ability to re-angle the data they record. From one angle, you see feature requests, from another you see a training opportunity for your agents. From yet another angle, you learn that you need to make a video walkthrough that’s not only informative but good marketing.

Start Mining With Analytics

Your recorded calls are not just a collection of customer complaints and sales transactions. You’re sitting on a motherlode of market research, but you’ll need a product like CallCabinet Atmos to focus it into action. Don’t ignore the goldmine you’re already standing on.

Your business thrives on leads and sales. Your company is probably sitting on a treasure trove of both without knowing it. If you record your calls for compliance and training purposes, then you’re not taking advantage of an untapped sales vein. And if you’re not recording your calls at all, it’s time you started. (Should you need to know more about that, here you go.) This 2-part article demonstrates how you can use your existing call recordings as a prime source of information to grow your business.

 

Your Call Recordings Are Made of Gold

Your customers, especially the ones that challenge you, are literally handing you actionable intelligence with every call they make to you. Call recordings can help you qualify leads, meet evolving trends, and launch effective campaigns. But, you can’t depend on your call staff to mine every call for the riches, they already have a full plate. Enter analytics: the most untapped feature of modern call recording.

Caller: Hi, I need a thing that fits with my widget. It’s an old widget, and I haven’t found a thing that works with it. Can you tell me if you have a solution, and what the price is?

Your agent understands the caller and goes to work servicing the request. However, your AI engine notices this request becoming a trend because it detects keywords and phrases across all your calls. To your analytics engine, that sentence looks more like this:

Caller: Hi, I NEED a THING that fits with my WIDGET. It’s an OLD WIDGET, and I HAVEN’T FOUND a THING that works with it. Can you tell me if you HAVE a SOLUTION, and what the PRICE is?

When your AI detects similar calls, it can alert you to the trend. How many calls are you getting about people needing a THING for that OLD WIDGET? Asking your staff at a weekly meeting about trends is smart, but also fallible. But, letting your AI find the keywords and phrases that are trending with your customers is a windfall. AI detects keywords in your conversation data to produce trends your staff has overlooked. Trends that can be converted into yes, leads and sales.

Call analytics sales goldmine

Why AI?

Is it possible many customers are telling you “no one else can help me” and you don’t even know it? In short, yes. That mound of call recordings contains opportunities your customers are straight-up flinging at you. Obviously nobody in their right mind would attempt to find them manually. AI frees you from having to manually scour calls for meaning. It helps your sales force to increase their productivity. AI converts your call data into a giant customer you can actually talk to. Conversely, think of your analytics engine as the single agent that was present for every call you recorded.

Investing in AI Analytics helps you extract leads like gold from that hulking mountain of data. Agents manually taking notes on clients is a vital practice, but it’s still a scattershot way to understand your customer base. Some agents are detailed, others not so much. And if your agents don’t have time to share notes with each other (or if they compete against each other) your ability to act is frozen. Add to that the fact that your customer demands are constantly shifting with the marketplace offers your competitors make. We’ve never needed AI more.

Leads You’ve Ignored

Changing your angle of view is a time-tested way of discovering hidden truths. Deeply searching your call transcripts with a proper analytics engine allows you to think differently about your business. Here’s a scenario for your widget company:

Through your analytics engine, you realize you’re hearing the same keywords from callers in close area codes. With a bit of research, you find out that the state of those area codes recently changed a law. Turns out many companies using a product like yours are scrambling to update their systems. You launch a local campaign with your reps and sweep up new customers with your product. That fresh angle opened up a massive sales lead and provided an analytics ROI.

Why AI is Good For Your Staff

AI is not going to replace your call staff. Most people taking the time to call you want to get to a human, not a machine. And, as a proactive manager, you insist that your support and sales members look for trends and opportunities from customer conversations. But… and it’s a colossal but, giving your staff too many hats to wear reliably degrades their performance.

Well, you tell yourself, maybe I still don’t need to invest in analytics just yet. You figure your weekly staff meeting allows you to collect all your agent’s notes. You can wear the trend-spotter hat instead of them. How hard can spotting the trends and potential customers be, you tell yourself. Especially since your staff always reports everything perfectly, always makes notes of relevant keywords, knows the locations everyone is calling from and… Oh, right. They don’t really do that. They’re busy helping the customer with the immediate issue they called in about. And in truth, that’s really the arena you need them to be rock stars in.

AI is good for you and your staff because it unties all hands to be on deck for the task they were hired for. Instead of spending time trying to find leads in your staff’s reports, free them up to support your customers and get busy using a product like CallCabinet Atmos to mine for the positive side of call recordings.

In part 2 we’ll explore how to turn those same recordings into content for your market presence and future product development.

Contenders and Pretenders: True Cloud versus Virtual Machines

You’re told that your hotel is right on the beach, so you assume you’ll see the water from your window. Why wouldn’t you think that? Your hotel is “on the beach”. What you’re not told is that your hotel is “technically” on the beach. It’s also behind two other hotels on that beach, and your view is of those. “Cloud technology” is sold in the same duplicitous way. You’re promised that you’re modernizing your operation by moving it to the Cloud. What you’re actually being sold an off-premise solution that dabbles in the Cloud, but in reality barely takes advantage of it. In the true Cloud versus virtual machine debate, some differences might not seem obvious, but when it comes to call recording, the differences between true Cloud solutions and virtual machines (VM) stick out like red beach umbrellas.

Let’s look at some of the critical reasons for using true Cloud technology.

Why Did You Migrate to The Cloud in the First Place?

Maybe it seemed like a great idea to ditch your on-prem servers, exchanging them for a VM-based Cloud solution. And to be fair, there are some good reasons you might use a VM in the Cloud. But when it comes to data-heavy applications like call recording, QA, and analytics, We hit a wall. Using a VM is rather like having an on-premise solution, just on someone else’s premises. That means you’ll inherit the costs you would’ve encountered had you stayed on-premise. True Cloud tech and VM tech are very different in practice. Hint, one of them poses as the other.

A VM Cluster is Just That

With Call recording, your VM is limited to its own processing bandwidth, network resources, and application state. Soon as those resources feel the strain of real call traffic, your provider has to spin up additional virtual machines. Instead of relying on the power of the Cloud, your application is relying on the provider’s VM network. There’s a reason it’s called ‘virtual’. You’ve kinda gone nowhere and paid for a logo that looks like this.

cloud

But hey, maybe that’s still better than what you can see from your hotel room.

The Cloud Is Unlimited

A true Cloud technology solution leverages the processing brawn of a geometrically increasing number of computers that make up the global network that is, well, the Cloud. Using a true Cloud call compliance solution requires only a background running application which won’t tax your network resources. While the VM vendor charges you for their private network, you miss the Cloud benefits you signed on for. A never-obsolete processing force that handily manages the traffic of a small operations and major telecoms alike. And, which solution do you think will have downtime first? A cluster of private virtual machines servicing a host of clients, or the global fabric of the Cloud that increases it’s redundancy by the hour?

Capacity, Redundancy, and (wait for it) Money

Arguably one of the largest improvements the Cloud gifts us with is reliable, redundant, offsite storage. Call recording data accumulates quickly. The capacity of a VM-based operation is limited to the storage space of that operation. When more space is needed, guess who’s paying for that? You, while you enjoy the same lackluster view from the hotel room, but for more money.

Noted tech author David Linthicum, speaking about the Cloud said “The idea is to share computing power among many companies and people, thereby reducing the cost of that computing power to those who leverage it.” VM solutions simply do not deliver this benefit when you add up all the ancillary costs mentioned above. This is especially true when it comes to call recording. Compounding the cost issue, there’s usually a long term service contract accompanying that hardware solution.

Enter another wonderful product of the Cloud, SaaS. If we’re going to reduce costs, especially for call recording which is traditionally expensive, it’s vital that our solution scales with usage. One could argue that your VM provider spinning virtual machines up and down to accommodate need is technically scaling with usage, just like your hotel is technically on the beach. Problem is, the increase in VM bandwidth could be other customers’ usage and not yours. Your call network has usage peaks and valleys throughout the year. True Cloud solutions (like CallCabinet Atmos) maximize OpEx savings by exchanging the long term contracts for a pay-as-you-go service.

To be sure, virtual machines are staple tools in networking and telephony. The point is to not get fooled by a pretender that’s labeled a Cloud solution, but is, by definition, only virtual.

Learn more about true Cloud solutions like Atmos. Schedule a demo today.

Your utility operation provides vital resources to your customers, and your compliance officer knows the risk your company faces when customer communications fail. Let’s look at a few deep pitfalls your company can avoid.

Crushed Under The Weight Of Data

How much call data does a logistics-based operation produce on a daily basis? Whether a company prospects for raw resources, refines a product for an end-seller, or retails and distributes to end-customers, the sheer volume of call data generated can put a glossy stare on the face any QA manager. Worse yet, those call recordings are often unlabeled, unsearchable, and absent of meta-data, making them functionally useless.
Every call to or from your utility operation is its own contract, loaded with legal ramifications that exist in the call data. Disputes, unpleasant as they can be, are a constant in industries that provide public essentials, and they need to be tackled head-on.

Tribal Company Culture

As federal and state legislation expands rapidly over utility industries, so rises the risk and cost associated with servicing utility customers. No company can afford failing to understand these potential risks at any level of the organization. The culture of compliance must permeate a company internally, externally, domestically and internationally. But, this can be especially challenging for companies spread over multiple locations. When a utility fails to set a standard for handling customer issues, departments break into tribes, dividing along homegrown policy lines. The lifeblood of employee training is not only knowing your industry’s regulations, but making intelligent use of well organized and analyzed call recordings.

Get Control Of Customer Service

Here are 3 ways that utility companies put themselves at risk, along with direct solutions to correct course and avoid danger.

Risk 1: Insufficient Call Compliance Recording

Whether a customer is paying a bill, calling for emergency assistance, or inquiring about additional services, utilities all experience more than half of their customer interaction over the phone. Your company policies represent legal promises, and compliance comes down to keeping those promises, most of which are made over the phone. Companies without a compliant call recording system have literally no recourse to lean on for resolving customer disputes. If the customer is being untruthful, the company cannot prove it. If your agent misled the customer, the company has no way of discovering it. Lawyers make their best money when no one can prove anything and litigation drags on, and that’s bound to happen to any company that fails to put real weight behind the phrase “this call is being monitored for quality assurance”.

Solution: Modernize Your Contact Center

Mitigating all these real and costly concerns requires a modern solution, like Cloud-based call recording with speech-to-text transcription and speaker identification. These are not features, but bare necessities for staying legally compliant within an industry. Modernizing is not just about dispute resolution, but building high customer confidence. A call recording platform doesn’t just cover your bottom line, it allows you to upgrade your customer service, respond surgically to trends, and identify new business opportunities. And, speaking of bottom lines, let’s remember that the cost of modernizing your call recording system far outweighs the cost of litigation. From software companies to financial giants, data breaches have shaken customer confidence. Modernizing your call recording solution gives you safeguards like automatic PCI redaction, which permanently removes social security and credit card numbers from your recordings.

Risk 2: Big Data Drift

Utilities are large entities with numerous departments spread over multiple geographic locations. Recording your calls is the first line of defense, but when recorded data is spread over multiple locations, a company suffers from the left hand not knowing what the right hand is doing. To complicate matters, sharing call data from one location to another, even when needful, makes that call data insecure, and therefore non-compliant. If your current platform can’t organize your data for you, your response to disputes will be ineffective and slow.

Solution: Invest in a Secure, Multi-Tenant Solution

Just collecting big data is not enough. That data must be accessible from location to location while remaining secure and compliant. A Cloud-based call recording platform centralizes the storage and retrieval of call data securely in the Cloud. Companies can then consolidate the collected data from all locations, and provide secure access to recordings without breaking compliance. Cloud-based call recording also allows a utility to bring all its recorded locations up to the same high standard of data security without the need for new hardware, eliminating maintenance costs. CallCabinet’s Atmos Call Recording platform even structures itself as a monthly service, eliminating the need for burdensome long-term contracts.

Risk 3: Antiquated Quality Assurance

HOW DO YOU RATE OUR LAST CONVERSATION WITH YOU?
(Poor) (Fair) (Good) (Excellent)
You can call, email, text, and write your customers with surveys, but those questionnaires limit your understanding of customer satisfaction and agent performance because they’re generic. Even if you provide a space for direct customer feedback, your understanding is still limited to your customer’s ability and willingness to clearly express what they have to say to you. What’s more, your customer often can’t tell you which employee gave them a problem, and you can’t prove whether the customer was just hard-to-please or if your employee really did fail to keep your standards. Your understanding of your customer is, at best (Fair).

Solution: Convert Your Call Data Into Actionable QA

Your need for QA is as much about understanding your customer’s experience as it is evaluating your agent performance. There’s no better way to get control of your QA than by witnessing the actual transactions between your agents and customers. However, no QA manager on earth has the time to sift through hundreds of hours of recorded calls. That’s where AI-driven analytics put an end to antiquated QA techniques like random call sampling. AI lets your call recording platform extract incredibly accurate caller sentiment from each recording. This allows a QA manager to take the temperature of a single call, a week’s worth of calls, calls to a particular department, call to a single agent, calls with unhappy customers, calls with swearing, yelling, or even ones that went perfectly (you know, the ones you want to play back when training new agents). With the ability to detect custom keywords and key phrases, you can react to trends before they actually become larger issues. Being able to search through transcribed calls for the criteria your company is concerned with takes your listless pile of data and converts it into an ever-growing knowledge base that not only helps your customer insight, but also bolsters your ability to evaluate and train your agents.

Conclusion

We depend on utilities to deliver power, heat, water, and more. Utilities need a platform they can depend on to protect them and help build customer confidence. Nobody prefers damage control to preemptive action, and your call data is practically begging you to listen closer. Equipping your operation with a fully featured Call Recording and QA solution like CallCabinet’s Atmos helps you stop running damage control so you can get in front of your competition.

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”