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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 CallCabinet.com today.

 

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”

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!

There has been a significant increase in demand for cloud based storage platforms over the last decade. When cloud storage first arrived, people tended to be a little mistrustful of it because they believed it presented security issues, but over time it has become quite obvious that cloud storage offers benefits that on-site data storage cannot. Traditionally, call centres used on-site storage for their call recording but it is now more practical, functional and secure to use cloud based call recording. Businesses of any size can now tap into advanced call centre technologies without having to spend a fortune on storage or endure downtime during on-site upgrades, and as a result they are able to maximise their investment in IT infrastructure and the necessary licensing. There is also a wide variety of payment models which enables even small and medium enterprises to reap the benefits of cloud based call recording, based on actual usage.

Continue reading “Enjoy The Flexibility And Security Of Cloud Based Call Recording”

Usually, call recording is used in operations that need solid security and an accurate approach to their agent training and customer compliance. Legislation is strict when it comes to financial and other deals made over the phone, and often written contracts are replaced by telephone agreements. This means that any phone conversation by your agents with customers should not be taken lightly, especially if these conversations constitute non-written contracts or agreements.

Continue reading “Get The Best From Deploying Broadsoft Call Recording In Your Business”

Technology has developed enormously over the last decade, and while businesses were somewhat suspicious about the benefits of cloud storage before, they are now more likely to leverage the advantages provided by cloud storage and cloud call recording. The initial reluctance of business owners to store valuable corporate information on cloud has been alleviated by the introduction of new security measures, encryption and other technology that ensures secure storage and the prevention of unauthorised access to valuable data.

One of the main benefits of cloud storage is that it enables mobility that is not possible with traditional storage methods. Now we can access files anywhere at any time from any smart device to receive real time information on the status and recording of calls. The facilitation of collaboration between branches and offices also reduces cost on storage space, and enhances the control over data. It also improves the reliability and compliance of transactions conducted over the phone and management of voice operators regardless of location. While security is always a concern, cloud call recording has proven to be very secure, and the versatility of this technology is highly protected with end-to-end encryption devices and security awareness software programs. This means that concerns about security can be minimised and that data can be securely stored on cloud format. It also provides clients to have better access and control over the data they store and the overall management of the business through call recording.

Cloud call recording vastly improves the mobility of the teams and their performance when it comes to the calls they initiate and receive. The call content is important because recording ensures compliance to a vast range of regulatory restrictions. Backup is vital – with traditional methods using servers, data would be affected by flood or fire, or even unauthorised access. With cloud call technology, however, recording it is possible to ensure the safety of information even during natural disasters, computer breakdowns, loss of software and other disastrous scenarios.

Using cloud call recording also empowers the client to define security parameters and policies which provide and restrict access to a variety of employees. This provides employees with more autonomy and better decision making abilities based on real-time information. The access to certain user calls, statistics, analysis, and even formulation of custom reports based on immediate data needs while still protecting business-crucial data can be very important. Lost devices and theft of servers or hard drives are not a problem with cloud call recording because all call data is stored in the abstract, and is accessible when new hardware and software are to be implemented.

Finding out about how cloud call recording can benefit your company is easy when you call our team at Call Cabinet. We have all the expertise and products to ensure that your call recording facility is effective and secure!

It is always vital that supervisors are able to evaluate the performance of their agents and to train them effectively to perform better and to avoid mistakes. One of the most effective ways of doing this is to use call recording software that enables the supervisor to listen to the calls and to identify weak points and mistakes in the conversation.

Continue reading “Efficient Cisco Agent Evaluation with Atmos Call Recording Software from Call Cabinet”

Because people are at the centre of any business, mistakes are common, and communication is not always as clear or as succinct as we would like, misunderstandings may slip into important conversations. It’s easy for two people to disagree on what was said and by whom, which could turn into bigger disputes that may have dire consequences for any business.

Continue reading “He said, She Said: Solving Disputes through Call Recording”

In this age of immediate gratification without commitment, we are driven towards subscription services rather than spending on permanent solutions.  From streaming video services, to online overnight delivery shopping, the business world has certainly changed from the days when long term capital investments helped plan for the future growth of companies.  Today, everything is about change and flexibility.  The ability to adapt dynamically to customer needs is critical to today’s success factors in business.  Customers expect that their vendors can change on a dime and offer services that are as dynamic as their needs.  The business world has gone from a product centric environment to a services model.

The same holds true for communications in the business world.  The trend has been to migrate to a hosted Software as a Service Model, where companies no longer need to invest in large scale Enterprise PBX systems, but rather a subscription PBX where the company can scale up and or down as their requirements dictate.  The need for compliance recording is facing the same trend.  Compliance recording in the Enterprise protects the consumer as well as the companies they do business with.  Why, you ask?   To start with, any verbal transaction that takes place between a consumer and company should always be recorded as a safeguard in dispute resolution.  The recording positively identifies who said what to whom, thus eliminating any doubt of what was promised as well as whether the service/product was verbally purchased.  Legally, this transaction actually expands into a whole host of regulatory compliance standards such as Sarbanes-Oxley, Dodd-Frank, MIFID II, Truth in Lending, and many more legislations that require theses transaction recordings take place.  And, with GDPR standards, consumers have the right to ask for the recording in the event of the dispute.

As compliance recording begins to spread throughout the Enterprise, so does the need to reduce the vast cost of recording systems so that it becomes affordable for the Enterprise.  Just like the communications system, companies are looking to reduce costs and deploy dynamic recording systems without having to spend huge amounts of money.  That’s where cloud recording comes in.

Software as a Service is taking the business community by storm.  “Cloud Based” solutions offer a flexible and scalable service for a low monthly operational cost rather than a hardened capital investment where the Enterprise has to plan for the future.   CallCabinet has a SaaS model recording platform that offers the Enterprise flexibility and scalability without the burden of a capital investment.  Through CallCabinet Atmos, Enterprises can subscribe to a call recording service and get the same features that are found in large, on-premise expensive systems, at a fraction of the cost!  Features such as screen capture, PCI-DSS voice and screen redaction, compliance call recording and even Agent Evaluation can be subscribed to with the CallCabinet Atmos service.  To learn more about CallCabinet and Atmos, find us at www.callcabinet.com.

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