What Microsoft’s Digital Contact Center Means for Call Recording & CX


Call Recording Microsoft TeamsMicrosoft continues to increase its presence in the UCaaS and Contact Center markets. Just as Microsoft fully unveils its Digital Contact Center, it posts earnings that reveal the Teams Phone has over 12 million PSTN users.

Contact Center Call Recording: What you need to know

NICE inContact

Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in.


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How to Get the Most from Your Contact Center Call Recordings

NICE inContact

There are numerous reasons to record calls, but leading the pack is quality. Call recordings play a central role in monitoring, measuring, and improving call quality. A quality management program without call recordings is like macaroni without cheese.

How To Tell The Cream From The Crop With These 10 Standard Call Recording Features


Telling which call recording solution is the right one for your organization can be a frustrating experience. Call Recording Compliance

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

The Pros & Cons Of On-Premise Vs. Cloud Call Recording


Once upon a time, call recording was so expensive that the only companies that adopted call recording were the ones that had the money to invest and could not afford to not record calls due to possible lawsuits, compliance issues, and the like.

Integrating call recording into Microsoft Teams


Date: Friday, November 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Integrating call recording into Microsoft Teams. There are multiple approaches to call recording in Teams – how can you ensure you pick the right solution for your current and future needs?

Call recording: Back to the basics


Call recording is one of the core requirements for contact centers. With voice still being the most critical and main channel used, being able to securely and reliably record calls no matter where the agent sits is a must—especially in today’s environment.

Call Recording Software For Contact Centers


Call recording is a high-quality system that provides you an overall view of your teams performances. It enables you to detect issues in call frames and in the customer experience. Here's everything you should know about call recording software.

Why Financial Companies Need Call Recording Software

Return Customer

Here is how call recording software can help protect your company against these issues. Call Recording Software for the Finance Industry. Call recording is a service that allows you to record incoming and outgoing business calls. You can store these calls for up to 6 years, in most cases, and review them in the future. This way, all calls related to your business phone system can be recorded, as predetermined by you.

The Health of the Contact Center: Are You Ready for 2019?

sheer volume of calls (38 percent) and the. depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. percent naming call volume and 35 per- cent choosing different customer expe- riences across channels as their number.

The changing place of call recording in the contact centre


Date: Friday, April 23, 2021 Author: Pauline Ashenden - Demand Generation Manager The changing place of call recording in the contact centre. Our new blog explains five key areas where call recording best practice can help you achieve your business objectives.

5 key trends that are impacting call recording in 2020


Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions.

How To Use Keyword Spotting In Call Recordings To Boost Customer Retention & Increase Profits


While most businesses prioritize new customer acquisition, it is customer retention that presents a proverbial jackpot in terms of how valuable a customer is for an organization. Existing customers: Speech Analytics

Why Your Sales Team Needs Call Recording


In your current sales process, what happens to your phone conversations after the call ends? You input notes, do after-call work, schedule a follow-up call, but the actual conversation is over. You can’t go back and replay important parts to log details or analyze the call for mood changes. What if all of your sales calls were automatically recorded and filed in your CRM so you could go back and relive that conversation any time you wanted?

Call Center Call Recording Best Practices


Call recording is a common call center practice. Call recording can be a valuable tool, but it must be used carefully. The burden is on the call center to make it a priority to be compliant with all relevant call recording laws, rules and regulations. This post is designed to provide a basic background on call center call recording and to point call center managers in the direction of resources.

Getting the Most from Call Recording Technology

Customer Interactions

Ben Knieff of AITE Group shares his view on how Real-Time Authentication can help contact centers get the most from their call recordings

8 ways call recordings are the secret to a better customer experience


Imagine how much you’d learn if you were a fly on the wall whenever customers talked about your product or service. customer service Customer Experience Customer Support

Why You Should Never Underestimate The Value Of The Voice of the Customer


Call Recording Speech AnalyticsThe Voice of the Customer (VOC) is one of the most obvious, yet underutilized tools organizations have at their disposal to create outstanding customer experiences, increase customer loyalty and retention, and boost profits.

Training The Virtual Contact Center


Call Recording Customer ServiceCisco Live! Was an eye-opening and exciting event for our team, and the feeling on the ground was electric.

12 Must-Have Contact Center Security & Compliance Features


Call Recording Healthcare Financial Services ComplianceA few weeks ago, Jeetu Patel, Cisco EVP for Security and Collaboration, gave a very passionate keynote speech at Cisco Live 2022 about the importance that security measures will have in the coming months and years.

3 Cisco Live 2022 Key Takeaways


He opened his keynote by explaining how the main priorities he spoke about in 2019 (the last Cisco Live) still stand true: Call Recording Speech Analytics Compliance

VoIP Call Recording Technologies – Past, Present, Future

Customer Interactions

Lately, there seems to be a lot of discussion about voice over IP (VoIP) call recording technologies. I have received many questions from customers, and participated in many conversations about the pros and cons of various VoIP call recording options and the advances in emerging technologies in this area.

Training Contact Center Agents to Multitask

NICE inContact

As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Workforce Optimization Digital First Omnichannel Call Recording Call Center Best Practices

How CCPA Impacts Your Contact Center


Call Recording Speech AnalyticsWe’re two and a half years year and half into CCPA (the California Consumer Privacy Act), an extensive regulation that kicked off in January of 2020, and it has had an effect on the way contact centers communicate with customers.

Call Recording Systems: Beware of Hidden Costs

Customer Interactions

I decided to buy a new TV. Not that I really needed one, but my 32’’ set seemed awfully small next to my neighbor’s slick 50’’ panel. I had done my necessary online homework, went through the dazzling selection of brands, then narrowed it down through display sizes, high-definition (HD) technologies, resolution, contrast and a dozen other terms I’ve since forgotten. Of course, I researched price as well.

Session Recording Protocol: Moving toward Standardization in Call Recording

Customer Interactions

One of the most exciting projects that I am working on right now is the IETF (Internet Engineering Task Force) draft for the standardization of session recording interfaces. The main idea behind this work is to take the opportunity – while almost all major telephony vendors are working on session initiation protocol (SIP)-based recording interfaces for their new SIP-based voice over Internet Protocol (VoIP) telephony systems – to create an interoperable standard for call recording

Top 3 Takeaways of PCI DSS 4.0


Call compliance requires considerable effort from any company, but some call compliance laws are more challenging than others. Call Recording CompliancePCI DSS 4.0: What Is It?

Moving to Cloud: A Must for Contact Centers

NICE inContact

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Like other cloud systems, the architecture provides a more scalable environment allowing you to better support call distribution and IVR.

4 Key Considerations For Setting Virtual, Remote, Or Hybrid Contact Centers Up For Success


Call Recording Speech Analytics Agent Evaluation & Scorecards

5 Considerations That Impact MiaRec's Pricing


It depends on many factors: Call Recording Speech Analytics Agent Evaluation & ScorecardsOne of the most frequently asked questions we receive is "What does MiaRec's pricing look like?" And, like so many other questions in life worth exploring further, the answer is "It depends.".

How To Build A Rock-Solid Business Case For Contact Center Automation By Management Priority


Call Recording Speech Analytics Live Monitoring Agent Evaluation & ScorecardsBuilding a business case can feel a little like staring at a blank page, not knowing where to start at times.

6 Expert Tips On Agent Evaluation That Will Save You Lots Of Time


Call Recording Speech Analytics Live Monitoring Agent Evaluation & ScorecardsEvery contact center manager worth their salt knows how valuable it is to consistently and frequently evaluate their agents.

Millennial Specialty Insurance Expands Business and Increases Customer Satisfaction

NICE inContact

Call handle times have been reduced, resulting in cost savings. Incorporating CXone’s call recording capability with its own systems has enabled MSI to not only record calls but also to append recordings to customer records and to mask sensitive policyholder financial information within calls—all critical compliance tools for the company. Advantages of the Cloud Call Recording Customer Experience NICE inContact CXone

Why Contact Centers Should Test Bi-Directionally for Voice Quality


customer experience customer journey proactive monitoring voice contact center customer experience issues virtual agent agent experience call recording call center cx monitoring active monitoring passive monitoring cx assurance mean opinion score voice quality work from home

Voice Quality Validation for At-Home Agents


One of the big concerns with at-home agents is whether they have the right environment to effectively handle calls. voice contact center agent experience call recording IVR call center cx assurance voice quality custserv work from home

Avoiding the Mounting Contact Center Compliance Squeeze

NICE inContact

Luckily, call center analytics software can help alleviate much of these compliance headaches. Many organizations still rely on compliance managers to manually review a sample of call center interactions each day to identify compliance issues and problems. Advantages of the Cloud Call Center Compliance Call Recording Contact Center Management Contact Center Trends & Insights