Call centers are important touch points for customer engagement and now, when the voice of the customer is louder than ever, it is important to have call center agents that are responsive and well trained. One of the best ways to improve agent communication is to keep track of their calls using 3rd party remote call monitoring solutions. One company that has released a new solution to help call centers monitor agent performance is TantaComm (News - Alert).
TantaComm is an 18-year old company that specializes in compliance recording and quality management solutions for business process outsourcers. It has recently formalized its Centralize solution, making it available for broad distribution. Centralize is designed to allow companies to aggregate call recordings from various call center locations and platforms into one centralized location, thereby streamlining quality monitoring, easing data consolidation and analysis and improving long-term retention. The solution has existed in various forms before but TantaComm decided to standardize the various configurations and formally relaunch the product to promote its ongoing evolution.
"We understand that in many circumstances, organizations are managing internal and/or outsourced call center operations across varied call recording platforms and quality monitoring processes," stated Ruben Moffett, chief operating officer of TantaComm. "Centralize is a solution to help standardize these disparate operations into a singular platform facilitating economies of scale and consistency."
Centralize provides a number of benefits to customers. It allows for efficient conversion of media formats to make aggregation of calls easier. It is a centralized and secure solution that runs in the cloud. And customers can easily implement it as a standalone product or they can integrate it with a variety of other TantaComm products, such as Capture and Evaluate.
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