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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 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”

Customer acquisition is on the mind of every business today. Creating a positive customer experience is paramount in earning customers and keeping existing customers in any business. According to a recent poll by Contact Center Magazine, “It takes 10 positive customer experiences to make up for one negative incident”. Each time we are put in front of a customer, we must continue to earn their business whether they are new or existing. That’s true for every customer touch point throughout the enterprise. Departments that before were never traditionally considered critical to the customer experience, however they did have an effect on how the company is viewed. Departments such as Accounts Payable, Accounts Receivable, Reception, Technical Support, Sales Engineering, Sales and even Human Resources.

Continue reading “The Customer Management System Revolution”