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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.

Continue reading “Is Today’s Businesses Becoming The Age of Renters?”

Avaya Call Recording

Immediate Release: CallCabinet enhances it’s compliant call recording solution for Avaya

CallCabinet Corporation is pleased to announce that it has added enhanced support to integrate  Avaya for Atmos, its cloud-based, multi-tenant, compliant call recording and agent evaluation solution.

 

With thousands of businesses relying on the flexibility and versatility of Avaya and Avaya Contact Centers, the latest update to CallCabinet’s multiple award-winning Atmos call recording solution ensures that Avaya users can easily, and cost-effectively, meet the required global standards for call recording compliance, security and management.

 

According to CallCabinet CEO Ryan Kahan, the enhancement to CallCabinet’s Avaya premise-based offering, and the inclusion of support for the Atmos cloud-based product, adds Avaya to an exponentially growing lists of users enjoying the feature rich benefits, flexibility and cost savings of the Atmos solution.

 

“By significantly reducing the overhead and costs associated with on-premise call recording for Avaya users, we are able to make our partners far more competitive, while offering the vendor’s user base a unique and disruptive call recording solution from SME to Enterprise businesses, confirmed by the volume of recent inquiries,” Kahan said.

 

“To date, CallCabinet’s solutions have always been able to integrate with Avaya systems and we offer support for all types of Avaya recording, including Analogue, Digital, VoIP, DMCC, TSAPI and port mirroring.  This multiple approach to Avaya integration offers the best possible solution to record calls within Avaya  throughout the system from cradle to grave.  The DMCC and TSAPI integration allows Atmos to track Avaya Contact Center Users by login, thus offering a “free seating” concept where calls for Avaya users are recorded and stored by Agent ID rather by extension or physical telephone location.  This capability offers the benefit of flexible seating, recording and quality management for the Avaya Contact Center.”  

 

Atmos for Avaya offers call recording as a service along with Reporting, Compliance, PCI, Agent Evaluation, Analytics, Screen Capture and many more features.

 

“With this upgrade, we have effectively removed the compliance, storage, access and management challenges of native call recording for users of Avaya. Thus  enabling businesses to add a necessary and powerful feature to their telephony system for a low monthly fee all of which is then hosted compliantly in the cloud,” Kahan concludes.

While the Consumer Protection Act and other existing legislation, such as the Electronic Communications and Transactions Act, has ensured that compliance features high on the call centre management agenda, call centre Human Resources managers continue to face familiar challenges: increasing employee productivity, improving the service levels offered by call centre agents and boosting company profits through customer retention and data mining. To achieve the often-conflicting objectives of strict legal compliance and responsive customer service, call centre HR managers need more than just a partial call recording solution, in which a call ‘may’ be recorded. They require a turnkey voice logging solution that will not only address compliance issues, but will also enable effective call centre agent evaluation and quality monitoring.

Continue reading “Call centre monitoring: merging compliance and service excellence”