Richard Salah, Director of Sales at Teleformix (News - Alert), recently answered some questions from TMCnet about the ECHO contact center recording solution.

 

 

ECHO™ is a browser-based recording, quality monitoring and CRM platform. The solution includes an open Service Oriented Architecture (SOA) core that delivers unique business enablement capabilities. Teleformix’s recording solution is based on an open infrastructure that integrates seamlessly with Avaya (News - Alert) and Cisco voice products. Unlimited scalability means ECHO grows with your business and therefore optimizes your investment. 

 

The quality management features built into ECHO include synchronized voice and screen recordings, providing advanced business intelligence across the entire call center environment. The solution’s screen capture module compliments a robust suite of quality assurance and analytics modules.

 

ECHO’s synchronized voice and screen file footprint requires only 1-2 megabytes of space for an average four-minute conversation. With “over the shoulder” screen clarity, supervisors can streamline agent performance evaluations while providing customers with best-in-class service.

What type of company is ECHO designed for?

 

ECHO is designed for any size business that has a need for voice and screen capture recording such as call centers, insurance companies, retail, healthcare and financial. The solution features unlimited scalability and is compatible with systems based on Avaya or Cisco phone switches. Companies that need to offer the highest quality customer care will benefit by using ECHO.

Can you provide a few examples of ways that companies are using ECHO?

 

Today’s business environment demands a very high level of customer service, since unsatisfactory customer service can lead to loss of business. In recent years, competition has increased but customer loyalty has decreased. Management teams are realizing that inefficient customer interactions by employees is one root cause of customer churn.

 

New guidelines set by government agencies and rigid corporate policies are also having an impact on the way business is conducted. Management teams are actively seeking solutions that can identify problem areas with in their organization and can effectively correct these issues before they have a negative impact. Companies are using ECHO in the following ways:

 

· Liability management

· Risk management

· Management reduction

· Business intelligence

· Marketing intelligence           

· Compliance recording

 

 

ECHO’s SOA architecture sets it apart from industry competition. Teleformix chose to use open architecture from ECHO’s inception, making integration easy as new business applications evolve. The solution’s Web services modules address specific needs found in today’s business environment. ECHO is a turnkey solution that eliminates both complicated and timely installations.

 

To learn more about the ECHO contact center recording solution, please visit Teleformix’s TMCnet.com channel, Call Recorder.