CommsOffice™ Voice (Call Recorder)
Unrivalled recording and reporting features in one package
CommsOffice™ Voice call recording solutions include call management reporting features, a high specification PC/server and unlimited client licenses for search and playback. All kinds of businesses and departments are now using call recording. From calls to the emergency services to holiday bookings taken over the phone, voice recordings can protect an organization from dispute and help it to refine its customer service delivery.
Most telephone systems (call for details)
Liability: Resolve disputes & protect your business with recorded evidence
Quality control: Improve employee performance & customer satisfaction
Security: Detect or deter security breaches & inappropriate calls
Training: Coach your employees with examples of high & low quality calls
Marketing data: learn about your customers & their response to marketing campaigns
Compliance: Comply with FSA or PCI standards
Dispute Resolution & Quality
Two of the main reasons for companies investing in recording are dispute resolution and call center quality and training. Both demand different approaches to voice capture and storage, but both also require users to consider a variety of common factors when planning their voice recording.
Statutory or regulatory imperative is the primary driver of this trend. In the financial sector, for instance, where millions are traded over the phone every day, comprehensive voice record keeping is now a mandatory requirement; the Financial Services Association demands that voice transactions be as easily recovered and audited as any other kind of electronic record.
This means that not only must financial traders employ a "blanket" policy of capturing all voice transactions, both inbound and outbound but they must also be able to accurately recover the records of those transactions in a "reasonable time" and also guarantee their authenticity.
To ensure that the right calls can be recovered in the "reasonable time" demanded by the FSA(typically within two days of it being requested), call logging systems must also be able to apply meaningful data to call records that enable multiple-call transactions to be recovered as a compound record; they must be able to identify all calls made by a given individual; and they must be able to associate voice records with relevant electronic records to provide a complete chain of evidence in the event of an inquiry or dispute.
Creating an audit trail for evidential purposes, then, has been the primary focus of voice capture efforts. But many companies are beginning to realize that those voice files contain potentially valuable information about the quality of service that they provide to customers - and how that quality might be improved.
CommsOffice Voice is priced by its connection method, ie trunk side or extension side
CommsOffice is the ultimate communications management system, offering maturity, stability, ease of use and powerful market-leading technology.
Key Questions to ask yourself with regard to call recording:
Does your industry regulator require voice capture?
Does your organization achieve significant transaction volumes/value via the telephone?
Does your organization offer professional advice over the telephone?
Are your staff subject to verbal abuse from callers?
Does your regulator stipulate a minimum retention period for voice/data records?
What is the maximum time period during which a typical business may be subject to dispute or error checking?
What proportion of calls received/originated from your organization carry a risk of dispute and/or statutory record keeping?
Do you need to practice 'blanket' recording?
What is the typical length of call likely to be recorded?
If voice transactions may be used in evidence, can you guarantee voice record quality?
Does your business/service need online access to voice records?
What level of legal/commercial risk do unrecorded voice transactions present to your organization?
Are voice transactions a significant/growing element of your business processes?
Can call quality be competitive differentiator?
Can voice records capture data that would be lost to a conventional online CRM system?
If you can answer the questions above, you already have call reporting.
Commsoft Software Solutions Limited cannot guarantee 100% of calls are recorded due to circumstances beyond our control, including but not limited to; software application conflicts, PC hardware or environment failure, network failure, power failure, telephone system equipment or telephone system data output failure, user accidental or intentional deletion.
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