Call Center/CRM
Info Tech 
IP Communications 
Mobile 
Green 
Satellite 
Robotics 
Call Recording Featured Articles
Although it was at one time cheaper for organizations to offshore their call centers, thanks to technologies like VoIP and other inexpensive communication solutions, there are now about five million call center jobs, representing about four percent of the work force. The industry is now picking up speed in as more and more call centers continue to hire more agents, helping to lower the unemployment rate that has burdened the U.S.
5/22/2013
Teleco, a Phoenix-based business phone system provider, is now offering the new ShoreTel IP phone systems for the businesses in Arizona. The phones are designed to streamline the work of administrators and end-users alike and help users realize real-time scaling and cost savings.
5/20/2013
As different platforms of communication become widely adopted in the industry including instant messaging (IM), video conferencing and telephony, it is vital that enterprises have a unified communications (UC) system to control and synchronize these new developments. To help unify all these platforms into a single solution, Microsoft Lync is one of the most highly regarded UC offerings that can easily be integrated with an enterprise's existing software.
5/17/2013
Among ShoreTel's recent accomplishments is the release of a new cordless IP phone, which provides the same telephony features and quality of a desk IP phone in a cordless, mobile package. Speaking of mobility, it's also made many iPad and iPhone users happy with the new ShoreTel Dock, which allows them to transform their devices into desk phones.
5/17/2013
Virtual Observer Community workforce management system offers a native and smarter integration at a lower cost than legacy workforce management suites, providing Avaya users with distinct advantages in a highly competitive marketplace.
5/9/2013
ShoreTel, a provider of business phone systems and unified communications solutions, has unveiled a new business-grade docking station that has the ability to transform iPhones and iPads into deskphones. The new ShoreTel Dock hardware, when paired with ShoreTel Mobility software, fuses the convenience of mobile devices with the power of business communications system to help increase the productivity in today's mobile enterprises.
5/9/2013
Unlike the many sectors that have been affected by the wave of economic depression that has swept the world, the call center industry has continued to expand exponentially. With new solutions and innovations like the cloud, more opportunities are being created for organizations to grow inexpensively and efficiently.
5/8/2013
In one of the recent developments, Saudi Arabian Airlines (SAUDIA) signed a Memorandum of Understanding (MOU) with Cisco to establish a Cisco Networking Academy in the new King Abdullah Economic City (KAEC). The project is part of an international IT park being constructed at King Abdullah Economic City in Rabigh.
4/29/2013
In order to provide a more robust multifaceted site and business model, customer management specialist Convergys recently adapted key workforce optimization (WFO) and customer experience management technology from Verint Systems and Avaya.
4/25/2013
CSI's flagship product, Virtual Observer (VO) is used to record calls, chats, emails, etc. and then to leverage those recorded events for quality and training purposes. While Virtual Observer caters to multiple verticals, in recent years the company has noticed an upward trend in sales in the catalog/e-tail market segments.
4/24/2013
Cisco has struck a deal with Saudi Arabian Airlines (Saudia), allowing it to set up a Cisco Networking Academy in the new King Abdullah Economic City (KAEC). With this Memorandum of Understanding agreement, Cisco will be able to use the facilities and opportunities from the international IT park Saudia is building to provide IT education and support.
4/22/2013
Coordinated Systems, Inc. (CSI ) fostered its growth more than forty years ago and has since created a reputable presence in the industry with Virtual Observer, a workforce optimization (WFO) and call-recording solution for the call center industry.
4/18/2013
Customers of Cisco and Microsoft will be pleased, as Cisco's data center product line has been expanded. It now offers support for Microsoft's Windows Server 2012, helping align their data center and cloud architectures for improved efficiency and ease of use.
4/17/2013
The unified communications (UC) platform is ever changing, with new developments being created each year to advance products and work efficiency. In effort to further advancements, software companies have been fusing together technologies for the larger sphere of UC, hence the partnership between two of the most influential leaders in the industry, ShoreTel and IBM.
4/9/2013
The cloud has become yet another phenomenon in the call center as it has proven to be a more cost-effective solution where systems, applications and data can be copied, backed up and ready to use in another data center in a few short minutes. Data can be stored in a single space, reducing the need for multiple locations and money that is spent on on-premises solutions, and the benefits just continue to roll out.
4/8/2013
Teleco of Phoenix, Arizona-based business phone and IT company, has installed new integrated phone and CRM platform for Enterprise Consulting Solutions, Inc.
4/2/2013
Coordinated Systems, Inc (CSI), in business since 1972, first offered "screen capture" as a series of still screens which were tied to recorded audio and provided call centers with a way to reproduce the customer interaction. This was acceptable in the early days, but as with almost all technology, screen capture has evolved.
3/27/2013
Cisco has announced it will acquire SolveDirect, a privately held company headquartered in Vienna, Austria. However, the acquisition is subject to various standard closing conditions and is expected to be complete in the fourth quarter of Cisco's fiscal year 2013.
3/27/2013
Sprint Emerging Solutions & Global Wholesale and Mitel, a provider of cloud and premises-based unified communications and collaboration (UCC) solutions, have entered into a wholesale agreement to enable resellers of the fast-growing cloud services market for small and mid-sized businesses (SMBs) in the U.S.
3/26/2013
Mobile banking has become etched into the daily lives of users and has completely revolutionized the definition of commerce, which can now take place in the digital space. But with data brokers and hackers constantly threatening business and consumer security, mixed with unstable governments and terrorist threats in certain parts of the world, the need for heightened levels of secure software is becoming vital.
3/20/2013
When we think of some of the greatest minds in the industry, those that come to mind include leading organizations like Cisco, NICE and ShoreTel. Most consumers, when looking at these leaders, are truly impressed by the complexity and technology that go into the developments they create and that are used by businesses worldwide. But, just as the same problem permeates the educational sector with a lack of technology studies, so does the corporate world.
3/14/2013
NICE Systems has partnered with Silver Lining Solutions, a major player in performance optimization, to help organizations achieve greater enterprise-wide value from advanced workforce optimization (WFO) technologies.
3/11/2013
As the global market begins to grow, it is becoming important for businesses to create integrated relationships in order to flourish. This is true even for large corporations like rmsourse and Mitel, who have just formed a partnership.
3/4/2013
ShoreTel's purpose-built solutions which have always aimed at removing the complexity and barriers from business operations, took a leap when its cloud service -ShoreTel Sky - was introduced. And organizations worldwide have been lapping up these cloud service offerings, especially the hosted unified communications.
3/4/2013
In any industry, the most important aspect is making sure that customers are satisfied. Whether it is for a retail service, contact center or VoIP provider, the customer experience is the most vital part of having a successful business, which is why workforce optimization (WFO) solutions are essential.
2/25/2013
As the mobility trend surges on the market, it is vital that companies create products and solutions that incorporate mobile capabilities, especially if they are work-related.
2/25/2013
In any industry, the most important aspect is making sure that its customers are satisfied, whether it is for a retail service, contact center or VoIP provider. This is especially important users operating a mobile device, as it seems to become an essential part of both our home life and workplace, thanks to BYOD. And because of this, the once "traditional" functions of customer relationship management (CRM) have changed dramatically over the past years, creating new functions that require specific software to run and store space, along with monitoring and analyzing systems.
2/19/2013
There is so much data in the world, and if analyzed properly, can be used to help any industry predict growth levels and trends that could ultimately increase revenue and productivity levels.
2/19/2013
ICICI Lombard, a market icon in the motor insurance segment, is also India's largest private sector general insurance company. It has many awards to its credit and has been rated highest in customer satisfaction by J.D. Power Asia Pacific in India among 11 auto insurance providers.
2/14/2013
As a provider of Workforce optimization and call recording solutions, Coordinated Systems, Inc (CSI) is constantly developing new innovations to set the bar higher for the industry and fulfill the demands of its consumers, which the company has proven to be successful as companies increasingly begin to adopt its products.
2/13/2013
One of the most helpful ways for technology companies to meet the demands of consumers is to use the latest research from the industry to discover hot trends on the market, and with the help of IBM analytics, anything from fashion to call center software can be predicted.
2/13/2013
As of recently, call recording has become a key feature for business of all sizes, offering countless benefits from saving vital business calls to examining customer satisfaction.
2/8/2013
The USB Phone Recorder unveiled by business phone systems provider Telecom & Data is the latest innovation in the call recording industry. The recorder is ideally designed for doctors, day traders, attorneys, sales persons or anybody else who wants to keep a track of their day-to-day conversation. It is ideal for recording crucial phone calls that can have an impact on business performance. Call recording ensures critical business information is never lost.
2/6/2013
The crisis affecting the call center industry in the U.K is likely to continue for the coming five years. U.K call center industry revenue will decline marginally over the coming five years to 2017-18, says a new report from IBISWorld.
1/30/2013
Call-recording solutions provider Liquid Voice and U.K. public-sector IT and business process solutions provider Civica have signed a strategic agreement to bring highly integrated call recording, PCI compliance and CTI solutions to Civica clients. The agreement will enable Civica to provide valuable technical assistance to help customers specify, install and support solutions around call recording, computer telephony integration and interactive voice response systems, according to a statement by Liquid Voice.
1/24/2013
With the growing popularity of Skype and other Internet-based calling applications, video recording and call recording for Internet-based telephony provides a great opportunity for companies specializing in this arena.
1/23/2013
Recently, Coordinated Systems, Inc. (CSI) helped Trident Marketing embrace fast growth in its call center by providing a low cost call recording and WFO solution - CSI's flagship product, Virtual Observer (VO), a call recording and WFO solution for contact centers.
1/15/2013
OAISYS, a developer of call recording and contact center management solutions, has deployed the end-to-end Enterprise Resource Planning (ERP) and supply chain solutions from Tensoft to streamline its revenue recognition processes and enable easier reporting among other benefits.
1/15/2013
For any business, it is extremely important to know what customers really think about the company. An increasing number of companies are embracing a voice-of-the-customer analysis approach to decipher the true meaning of information gathered from all sorts of interaction channels, including surveys and social media. Using this real time business intelligence, enterprises can dramatically improve customer service and sales.
1/11/2013
A provider of WFO and call recording solutions, Coordinated Systems, Inc. (CSI) has hired Jonathan Brinson to its' Virtual Observer partner channel sales team. At CSI, Brinson will provide account management and business development within the company's partner channel. Brinson brings more than 10 years of experience at Witness Systems/Verint, where he held responsibilities in Avaya partner channel development and customer care.
1/8/2013
Telax Hosted Call Center provides services such as multi-channel Automatic Call Distribution (ACD), call recording, self-service Interactive Voice Response (IVR), workforce management, recordings, reports, CRM integration, social media and more to help clients improve businesses and customer interaction.
1/4/2013
Technology has made great strides and literally taken the world by storm, IT infrastructures have become more robust, but increasing business liabilities, legal compliance and need for greater accountability, have added more headaches to organizations.
12/27/2012
Some nice news from Natterbox, as it has unveiled that its solutions are integrating the NICETrading Recording solution. This solution from NICE Systems provides on-premise storage of calls from fixed or mobile phones, without needing to replace the existing recording infrastructure. Furthermore, this helps keep Natterbox compliant with the Financial Services Authority (FSA) regulations on mobile call recording.
12/18/2012
In the call center, one of the top challenges noted by managers is the overall workforce management (WFM) flow. Because contact centers are staffed with many agents, most around the clock, it becomes a difficult task to hone in on one particular area or issue without some sort of tool or management solution to keep everything flowing and seamless.
12/10/2012
Some people were surprised by the outcome of the elections in the U.S. this year, as some analysts always are. But one political analyst was not surprised: Nate Silver. That's because instead of using his gut, or a single poll to figure out the mood of the electorate, Silver aggregated several polls and relied heavily on the data that was collected.
12/5/2012
Scheduling the right number of contact center agents to be taking calls at the right times is a difficult job. Oftentimes, there are too many agents scheduled at one time of day and then at peak times, there aren't enough to handle the influx of customer service calls, resulting in low service levels. So, how do you create a balanced agent schedule in your contact center?
11/28/2012
What's the biggest time suck in your company? In your call center? If you're like most organizations, if you really think about it, you'll realize that it's repetitive tasks that chew through a majority of your employees' or agents times. You're not alone - this is typical of most companies.
11/19/2012
Today, desktop analytics are becoming more and more integral to running the day to day operations of a contact center as its tracks agent activity in every customer interaction. With desktop analytics, 100 percent of every desktop action is recorded, whether it is a mouse click, key stroke, screen navigation or system function, helping contact center managers identify both agent and system issues that are negatively impact performance and the customer experience.
11/13/2012
Recently, Coordinated Systems Inc. (CSI), a provider of workforce optimization (WFO), call recording and quality monitoring solutions for contact centers, has enhanced its Virtual Observer Agent Portal to provide agents with many new innovative features including the ability to view peer statistics, play back calls, respond to evaluations and more.
11/7/2012
Call recording has become a feature few would pass on, given the choice. From saving vital business calls to examining customer satisfaction, there are many ways that call recording can help one's business. Many companies are looking for new ways to record calls, such as on mobile devices.
10/31/2012
If you're a customer who has called a customer care line, chances are you may be familiar with the phrase "your call may be recorded for quality assurance purposes."
10/22/2012
By If your company runs a multichannel contact center that allows customers to contact you via their media of choice - Web, e-mail, telephone, social media or other channels - you may think you have the customer experience fully covered. Many forward-thinking organizations have gone beyond simply integrating the multiple channels customers might use and have integrated other departments, such as back-office processes and even marketing into the mix so that everyone can benefit from the in-depth profiles you have on your customers, and your customers can benefit from information that is not readily related to simply interactions on product purchases or services.
10/18/2012
HarQen, creator of Symposia, has recently unveiled a new paradigm for organizing, performing and navigating voice conversations - Hypervoice, which was introduced at the Oracle OpenWorld.
10/9/2012
It's not at all surprising that, when most people think Metropolis, they think Superman. But, while Metropolis Technologies may not tangle with alien menaces, they will tangle with high communications prices, and to that end, have recently unveiled the new OfficeWatch Telemanagement Solution for Business.
10/1/2012
Even though the technology has been in existence for multiple decades, there are still many companies who do not fully understand the entire scope and reach of speech analytics. Once perceived to be simply a way to voice-enable the IVR ("Say 'one' to be connected to an agent"), speech is so much more than that, and this technology has literally rewritten the way analytics can help a business, particularly a contact center.
9/26/2012
Recently, the term "virtualization" has become somewhat of a buzzword. When it comes to cloud computing, virtualization refers to creating a virtual version of a device or resource, such as a server, storage device, network or even an operating system where the framework divides the resource into one or more execution environments. Devices, applications and users are able to interact with the virtual resource as if it were a real single, logical resource.
9/17/2012
Today, our world is driven by data, especially when making important business decisions. Sales managers must compile large amounts of data to be categorized, analyzed, digested, and relayed back to management. But, how is it possible to take extract the right data that will be useful, analyze metrics correctly, and then make smart business decisions?
9/12/2012
TelStrat, a global provider contact center solutions and business call recording products, has recently signed a distribution agreement with Ingram Micro Asia, Ltd., the Asian arm of the world's largest technology distributor. The agreement allows Ingram Micro channel partners in Singapore, the Philippines, and Vietnam to sell and distribute TelStrat's call recording and workforce optimization (WFO) solution portfolio, Engage Contact Center Suite.
9/5/2012
TantaComm, a provider of call recording, call compliance, and quality management solutions for BPOs, has announced the launch of "Centralize" that provides a consolidated platform for call recording and quality monitoring.
8/27/2012
Alteva, a WVT Communications Group company and provider of Unified Communications (UC) solution, announced it has expanded the line of hosted UC services with the addition of a hosted call reporting and call accounting platform.
8/22/2012
As a speech technology company based in Turkey, Sestek has a unique take on the development of speech analytics and voice verification software. Levent Arslan, the founder of SesTek, shed some light on what the voice technology market is like in the Middle East, and what his company is bringing to the landscape of the call center.
8/14/2012
The importance of call recording software is increasing in today's complex business environments. Call recording solutions are integral for customer-oriented organizations.
8/10/2012
Speech Processing Solutions is enabling the wireless dictation workflow management for iPhone users with the release of the next version of the Philips SpeechExec for iPhone Recorder application.
7/31/2012
When it comes to installing call monitoring services, two points immediately leap to the head of the line in terms of consideration: do it right, and do it quickly. To that end, there are several key facets to look for in terms of finding the right call monitoring system, but making the installation happen in a sufficiently rapid fashion is a whole different matter.
7/27/2012
Calabrio, Inc., a provider of contact center workforce optimization and analytics software, has unveiled the first Web 2.0-based Speech analytics application to be fully-integrated within a comprehensive workforce optimization framework.
7/19/2012
CallScripter has signed a key contract agreement with Consilium for delivering the best consumer service across the Asia Pacific contact center markets. The unified communications company, Consilium will aid CallScripter in enhancing the contact center scripting experience and competence in customer service delivery.
7/9/2012
Having won over 50+ industry awards for innovation and performance and included by Gartner in the industry Magic Quadrants since 2000, it was not surprising that Altitude Software was recognized once again as a finalist for "Innovation of the Year" at the European Call Centre & Customer Service Awards.
7/6/2012
Provider of advertising call measurement solutions Telmetrics has said that it encourages advertising providers to use call analytics and pay per call best practices to optimize the number of quality billable calls delivered to advertisers.
6/29/2012
Anniversaries afford opportunities to look back, analyze the present, and look toward the future, which is what CSI has been doing as this year marks its 40th anniversary. Celebrating its achievements, its innovation, and its forward-thinking products, Rich Marcia ruminated over the various roadblocks and successes the company has had in the call recording industry over the last four decades.
6/21/2012
Many call centers use call recording solutions. For example, Nexidia just released its latest version of Capture, which can integrate into both TDM and VoIP networks. Nexidia's Capture solution gives call center managers unfettered access to recordings and records 100 percent of agent interactions. No specialized boards or servers are required, meaning that customers can use their own devices and machines.
6/15/2012
Enghouse Interactive, a provider of interaction management solutions, announced it has completed extensive testing by Microsoft to qualify CallRex Call Recording software on Microsoft Lync 2010.
6/13/2012
Anybody who keeps up on current tech knows that the mobile industry is gigantic: The global LTE equipment market alone is supposed to grow to $17.5 billion in 2016, after all. Meanwhile, mobile operators like Verizon make billions of dollars every year - they even make enough to spend billions on advertising each year. Despite this, though, mobile providers still seem unable to provide accurate billing information to customers. As such, it's up to the customer to implement their own call accounting solution in order to ensure complete billing information each month.
6/8/2012
With some call centers recording tens of thousands of calls per day, the process of finding those calls can often times be a lengthy and aggravating process. Fortunately, contact center supervisors are now using Speech Analytics to automate the process of identifying important - or not so important - calls through personal categorization.
5/25/2012
Steve Coll, the author of a book called Private Empire: ExxonMobil and American Power, was recently featured on National Public Radio discussing the way that the Exxon Valdez oil spill had shaped the culture at ExxonMobil.
5/25/2012
DialMyCalls.com has launched brand new version of free Android application for their voice broadcasting service.
5/17/2012
Whenever a company tries something new, it's always nice to hear from others as to how something has worked for them. Whether it is a new piece of technology, an office product or something as simple as creating a new position within the organization, tips from top leaders can always help to make your transition a little smoother.
5/8/2012
ContactPoint's LogMyCalls is finally out of its Beta period and one can access, sign-up and use LogMyCalls by signing up on www.logmycalls.com. Those unfamiliar with LogMyCalls would be interested to know that it is a smart call tracking, recording and customer intelligence solution that seeks to be the future of call analytics and customer intelligence.
5/3/2012
The early adopter release of OAISYS' Mobile Recall application enables Web-based access to key functionality offered by the OAISYS Talkumentand Tracer software solutions.
4/20/2012
Risk Compliance Performance (RCP) Solutions specializes in risk management, compliance, communications and outreach programs that help organizations drive performance and positively impact the bottom line. Their services integrate many facets of business, risk, compliance and management to achieve the best results for the clients.
4/13/2012
Recently passed legislation in the United Kingdom suggests that the government has plans for full, real-time monitoring of both Web and phone traffic, and they could be in place and operating as early as next month.
4/4/2012
Sentient Solutions is improving staff performance for contact centers with the release of a new hosted software solution called Scorebuddy.
3/29/2012
Calabrio's advanced recording applications have been selected for Cisco's SolutionsPlus Program. Cisco SolutionsPlus delivers a one-stop ordering experience for both customers and channel partners for select third-party products and applications.
3/23/2012
Calabrio, a provider of contact center workforce optimization (WFO) software, has achieved third consecutive year of double-digit growth.
3/9/2012
Last week, we discussed some tips on how to improve contact center agent productivity to boost the performance of customer-facing strategies overall, and this week we'll be revealing a few more pieces of wisdom in that regard.
3/2/2012
Was one of your 2012 new year's resolutions to improve your contact center's agent productivity? Yes? Awesome, because we've got some experts on the line ready and waiting to tell you exactly how to make that happen.
2/24/2012
As call centers have been driven to broaden and deepen the quality of customer service they provide while at the same time witnessing budgets remain static - or even shrinking - they have been forced to choose carefully when it comes to the technologies they add. Solutions that assist the company in their difficult task of drawing more value out of their interactions and staff have been the technologies of choice, and there are few ways to do this better than call recording underscored by analytics
2/16/2012
Secure Trust Bank has chosen Callcredit Information Group to give them customized client acquisition and verification services to aid its growth. The bank has decided to utilize the services of Callcredit's Bristol-based contact center to handle an outbound telesales campaign meant for potential customers. The FSA-accredited contact center will have the responsibility of achieving sales in a fixed timescale.
2/8/2012
Fujitsu has signed an agreement with Natterbox, a UK-based hosted voice and telecommunications company, that will allow Fujitsu exclusive rights to use Natterbox's network-based call recording and retention management services for their mobile devices.
1/27/2012
Customer service training company Telephone Doctor will partner with customer support and sales solutions provider ContactPoint to offer a new training accountability program called Service Ensure, the two companies said today. Service Ensure will be an exclusive offering of Telephone Doctor that will be supported by exclusive call recording, call scoring and call goal-setting features powered by ContactPoint's new performance management tool, LogMyCalls.
1/26/2012
When you think about contact centers you generally don't envision much more than just phones and agents. A few years ago the phone may have been the only piece of technology you needed to run a call center, but with the proliferation of new communication channels and a boatload of new technologies, relying on phones alone is not in the cards for most call centers.
1/13/2012
The agent that spends most of his time reading emails, taking breaks and navigating online training tools is hurting your schedule adherence and consequently, your bottom line. With the right call center scheduling tools in place, you can better monitor this individual and keep him on the phones.
12/22/2011
Do you struggle in your role as a call center leader to ensure you have the right number of staff with the right skills available at the right times of the day ? Do your agents show up for work on time and adhere to the schedule for breaks, training and other activities? If you're struggling to keep your staff on track, it may be time to take a closer look at workforce management solutions.
12/15/2011
The success of any business is directly related to how happy the customers are, and as a company grows, it is essential they acquire technology which allows them to maintain a high level of customer service, even during high growth periods.
12/13/2011
The call center is a blend of many high end technologies, all working in harmony to produce an ecosystem which helps efficiently service customers en masse. While IVR systems and other self service options have come a long way, there's still one thing that has yet to be automated in the call center: your agents.
11/18/2011
Kronos Inc. announced the launch of a revolutionary new time clock, the Kronos InTouch, which will enhance the way organizations think about, and employees interact with, their workforce management solutions.
11/10/2011
Martin Northend examines the five main barriers to cloud communications services and outlines how modern cloud services promise to break them down.
11/7/2011
If you do any research on the topic of social media and the contact center, you'll find that folks have been writing about this topic for a number of years now. It may not seem like social media could have been around for that long, but it's like anything else that creeps up on you while you're busy paying attention to all of the usual pressing matters in the contact center and putting out the occasional fire.
10/20/2011
Mitel a provider of unified communications and collaboration (UCC) software solutions announced that it has been awarded a contract by PWGSC on behalf of Foreign Affairs and International Trade.
10/18/2011
New has just broken that Avaya has acquired Sipera, a provider of multiple Unified Communications solutions, including a Session Border Controller (SBC) and UC security applications.
10/4/2011
8x8, a provider of cloud communications and computing solutions, announced it has been granted patent entitled, "Virtual Telephone Extension" by the U.S. Patent and Trademark Office on September 27, 2011.
9/30/2011
When it comes to call recording, OrecX officials say their OrekaQM product can help with three major areas:
9/15/2011
With two Online Community channels on TMCnet, Rich Marcia, Marketing Director for Coordinated Systems, Inc (CSI), has tapped into what many companies are learning is a great way to reach TMC's technology-savvy readers. CSI is able to sponsor additional content covering a range of topics outside of their own sweet spots but which are still relative to the call recording and call monitoring channel readers.
9/9/2011
The exploding emergence of web-based software is empowering contact center operations to equip their geographically distributed staff with mature call monitoring and quality optimization tools, which were previously anchored to their centers.
9/9/2011
The secret pleasure of using social media as a critical tool to stay on top of things as the world turns is occasionally like a box of chocolate: you are treated to something enjoyable. Such is the case with a press release out of Guildford, UK on August 30, 2011 from Avaya.
8/31/2011
An Avaya study reveals that 40 percent of consumers prefer non-voice methods of contact for customer service such as e-mail, instant messaging or Web chat. Additionally, in the next one to two years, 55 percent of consumers polled in the Avaya study anticipate using e-mail most often when seeking service (up from 15 percent today), while 18 percent said Web chat will be their preferred method (up from 2 percent today).
8/29/2011
The call center of today is very different from the call center of 30 years ago. For starters, companies are more likely to use the term "contact center," since it's not just about calls anymore. But beyond that, call centers of today are seldom a single location, but a collection of disparate locations located all over the state, the country or even the world, all linked to together virtually via distributed technology. They may even involve home-based agents or knowledge workers located in remote offices. And far beyond calls, agents may also be handling chat, e-mail, callbacks and social networking.
8/24/2011
Call recording and monitoring company Coordinated Systems Incorporated has totally overhauled its channels on TMCnet, adding a more intuitive design and resources aimed to help you in your quest for the right quality assurance platform.
8/24/2011
Call recording and quality monitoring vendor Coordinated Systems Incorporated has overhauled its channels on TMCnet, adding a more intuitive design and resources aimed to help companies learn and understand the benefits of call recording for quality assurance purposes.
8/15/2011
Officials of Nice Systems say the company has been ranked as a leading player in key segments of the North American Contact Center Systems Market, according to the 2011 report by Frost & Sullivan.
8/4/2011
Analytics is one of the hottest subjects in enterprises because they turn data-and interactions--into meaningful and actionable intelligence. The more you know the sooner you know the quicker you can identify and capitalize on sales and cost reduction opportunities and get on top of customer service and support issues to ensure customer loyalty.
8/2/2011
Monet Software runs one of the better industry blogs for call centers out there, and now they have a post up about employee motivation.
7/28/2011
Mobily, the brand of Etihad Etisalat, a mobile and data service provider in Saudi Arabia, announced the first public Cisco TelePresence Suites venue in the Kingdom.
7/20/2011
Skype calls can now be recorded and played back as many times as required and IMCapture can take the credit for this. A new version of IMCapture for Skype for Mac OS X, compatible with the latest Skype 5.2, was released.
7/15/2011
Over the last couple of years, Social Media (also known as "Social Networking") has clearly taken the centre stage as people are increasingly adopting Social Media to share experiences and ask each other questions on the services and products they are interested in. Large enterprises and leading companies are leveraging and viewing Social Media as a listening platform to get the pulse of their existing and prospective customer's needs and concerns.
7/14/2011
Call center software companies have their fingers in everything these days, with most if not all offering complete solutions that encompass every facet of customer service. While this may drive down the costs typically associated with running a call center, what we forfeit in the process are focused attempts to make the components of call center software more effective. One of the call center software providers we spoke with at this year's call center week is still focusing on a specific market, and in the process is making workforce management better.
6/21/2011
Telrex is an Enghouse Systems company and provider of the CallRex suite of IP call recording and contact center optimization solutions. The company recently announced that CallRex Call Recording software has passed validation testing with the ShoreTel IP telephone system. Telrex has received the ShoreTel Validated designation through comprehensive testing completed with the ShoreTel Innovation Network.
6/8/2011
Telrex is an Enghouse Systems company and provider of the CallRex suite of IP call recording and contact center optimization solutions. The company recently announced that CallRex Call Recording software has passed validation testing with the ShoreTel IP telephone system. Telrex has received the ShoreTel Validated designation through comprehensive testing completed with the ShoreTel Innovation Network.
6/8/2011
Telrex is an Enghouse Systems company and provider of the CallRex suite of IP call recording and contact center optimization solutions. The company recently announced that CallRex Call Recording software has passed validation testing with the ShoreTel IP telephone system. Telrex has received the ShoreTel Validated designation through comprehensive testing completed with the ShoreTel Innovation Network.
6/8/2011
Telrex is an Enghouse Systems company and provider of the CallRex suite of IP call recording and contact center optimization solutions. The company recently announced that CallRex Call Recording software has passed validation testing with the ShoreTel IP telephone system. Telrex has received the ShoreTel Validated designation through comprehensive testing completed with the ShoreTel Innovation Network.
6/8/2011
Call recording and monitoring software is essential to the quality assurance process, and can automate many of the tasks you specify for your customer service team. But while call recoding software is available from many vendors, what differentiates a complete and quality solution is the team behind it. In the case of Coordinated Systems Inc. the software is backed by a team available to answer any questions that arise during your day to day call recording needs.
6/6/2011
Financial services provider Pinnacle Mortgage Group has selected the NEC as the provider for its upgraded call center solution. The implementation of the UNIVERGE SV8100 will allow the company to deliver the highest levels of service to their customers. The UNIVERGE suite is an all-IP communications platform and will be deployed in two locations, allowing Pinnacle to be more available for its customers while simultaneously reducing long-distance costs and integrating with the UNIVERGE UM8000 unified messaging platform already in place. Together NEC and Synergy Telecommunications Collaborated with Pinnacle to quickly upgrade the outdated system into IP based and fully loaded one.
6/3/2011
OAISYS, a provider of business call recording and contact center management solutions, has announced the general availability of a new version of Talkument and Tracer solutions.
6/2/2011
OAISYS, a specialist in business call recording and contact center management solutions, recently unveiled its latest version of Talkument and Tracer solutions to general availability.
6/2/2011
Global business communications provider Mitel has set the date for its finical results conference call for the financial year of 2011. The call will unveil the company's 4th quarter results and will take place on Thursday June 30th. Mitel has become a major player in the business communications space, and also offers customer service operation utilities that can increase the quality of a call center communications strategy. Its various call and contact center software provide support for ACD, IVR and call recording, all of which have been proven to show ROI in a call center setting.
6/1/2011
Gaps in network performance issues are reducing among major telecom service providers. In the wake the narrowing gap, the efficiency of account teams and customer service representatives has emerged as a key differentiator in customer satisfaction, according to J.D. Power and Associates.
5/20/2011
Coordinated Systems Inc. has unveiled features that will be included in the newest version of its Virtual Observer call recording software. CSI's call monitoring software offers demonstrated way to ensure workforce efficiency, and the features added have been designed to give users even more ways to monitor the success of their customer service strategy.
5/4/2011
Coordinated Systems Inc. has unveiled features that will be included in the newest version of its Virtual Observer software call monitoring software. CSI's call monitoring software offers demonstrated way to ensure workforce efficiency, and the features added have been designed to give users even more ways to monitor the success of their customer service strategy.
5/4/2011
Beginning this coming November, the UK's Financial Services Authority will officially remove an exemption on mobile call recording for the financial services industry. With the new the compliance requirements in place, traders, brokers, dealers, hedge fund managers and other professionals in the financial space will be required to record all of their mobile phone conversations.
4/21/2011
Canada-based Mitel has announced the general availability of its Unified Communicator (UC) Advanced software for devices that run on Google's highly popular Android mobile operating system.
4/20/2011
The implementation of a call recording solutions is a task which every company faces, whether they are a startup with a smaller call center or a multinational enterprise adding branch locations.
Once the right solution has been selected, there are a number of steps which must be followed to ensure a successful implementation. Throughout the process, it's essential to keep open and ongoing communication between all teams. Project managers, IT and telecom staff all need to be working off the same project plan, with defined roles and responsibilities.
4/11/2011
M5 Networks, a provider of unified communications (UC) and hosted, managed Voice over Internet Protocol (VoIP) solutions, announced it has acquired Callfinity, a provider of contact center software solutions.
4/8/2011
First Choice Power, an energy company based in Texas, announced it is adding a new call center to take inbound English and Spanish enrollment calls. The call center is operated by Stellar BPO in Las Colinas. The service is expected to start from mid April.
4/8/2011
Return on investment is the ultimate goal of any change in policy or strategy and the more quickly it happens, the better. Speech analytics in particular can offer your call center operation quick and significant ROI by giving your call center managers' easy access to call recordings that can be used to evaluate service levels or customer concerns.
3/23/2011
A call recording and monitoring product, MiaRec supports the G.722 wideband codec, which "assures better compatibility with Polycom's high definition IP phones, Cisco, Avaya, Grandstream and other IP phones, which support wideband codecs," company officials say.
3/4/2011
Call recording solution provider Versadial has announced today the limited release of its new centralized recording system, Adutante. Though the company has previously offered hardware and software call recording products, this solution will allow companies options for reporting a number of media devices, including PC screens, microphones, cameras, radios and telephones.
2/16/2011
Lakeland Electric employees, listen up. Be careful how you handle that obstinate customer demanding to know why his power outage lasted six hours longer than his neighbor's; your boss is now listening.
City commissioners recently approved a new $65,000 call center recording system for the public utility company that will allow supervisors to monitor phone calls to improve customer service, according to an article posted on theledger.com.
2/11/2011
To outspace the rapidly expanding VoIP market with technological advances, TeleWare, the leading provider of communications solutions for mobile and distributed workers has added two new enhancements to the capabilities of its SIP Trunk solution.
2/11/2011
A Google search on recording mobile calls will yield plenty of articles on basic how-to's, but the unfortunate circumstance is that every single instruction requires a decent amount of equipment. RecordCellPhones eliminates the need for equipment and allows the mobile user to record calls right from their mobile device.
2/11/2011
A leading provider of call recording and contact center solutions, CallCopy, has signed a strategic reseller agreement with BusComm Incorporated, an exclusive value added reseller (VAR) of digital voice and data information management systems.
1/28/2011
How important is call recording technology in your organization? If you depend on customer satisfaction to help drive revenue for your industry, call recording may be a viable option to determine whether or not your employees are maintaining your message when interacting with customers.
1/20/2011
If you've got a tight budget for technology purchases in your call center, you'll know that some of the most common contact center solutions can be arrayed on a sliding scale of cost-benefits: some solutions are "nice to haves" that add non-monetary value to your operations and customer service. Others are at the other end of the scale and qualify as "technologies you can't afford NOT to have."
1/17/2011
Takeaway: OAISYS is on the right track with a hefty list of accomplishments in 2010 and a defined roadmap for 2011. In 2010, the company's revenue through October was up 40 percent compared to the same period in 2009, a testimony to the benefits a company can derive from the OAISYS Talkument and Tracer call recording and contact center management software.
1/7/2011
Call center monitoring is an effective tool to ensure that every customer interaction is handled as it should be and that every customer experience is of the highest quality. Virtual Observer is one solution that can enable the call center manager to not only effectively train agents on proper calling methods and product/service knowledge, but also to monitor their performance and identify areas of improvement.
1/7/2011
When you're running a business and investing in technology to help your operations, you probably dream of finding a technology solution that serves not just one need in helping you run your business, but a variety of needs. In today's economic climate, return on investment is one of the most important factors - if not the most important factor - in choosing business solutions, and by definition, the more functions a solution serves, the faster your return on investment. In a contact center environment, there are no solutions that serve business needs across a broader array of processes than call recording technology.
12/10/2010
GECU implemented their first recording system in 2001, so they've been at this for a while. Not only do they use it to improve customer service, but they also use their call monitoring system as part of an employee development process, according to the post.
12/9/2010
Verint Systems Inc., global player in Actionable Intelligence solutions and value-added services, announced that its customers are deploying patented PCI-supporting software for data privacy and security.
12/2/2010
"The call recording space is a little bit all over the place right now," according to CSI's Rich Marcia, marketing director for the company, "from the customer perspective, there are a lot of vendors to choose from".
11/9/2010
Tony Procops, CEO, CyberTech North America, has recently offeredsomethoughts on call recording and quality monitoring.
11/4/2010
Coordinated Systems' Virtual Observer solution is now officially compliant with Avaya Aura Communication Manager 6.0 as well as the Avaya Aura Application Enablement Services 5.2.2. Virtual Observer is a high performance call recording solution designed to help call centers maximize quality assurance, leverage call recording, and utilize speech analytic tools.
11/4/2010
Coordinated Systems' Virtual Observer solution is now officially compliant with Avaya Aura Communication Manager 6.0 as well as the Avaya Aura Application Enablement Services 5.2.2. Virtual Observer is a high performance call recording solution designed to help call centers maximize quality assurance, leverage call recording, and utilize speech analytic tools.
11/3/2010
CyberTech International has announced the opening of a new facility in Mumbai, India to meet the growing demand for localised support in this rapidly expanding marketplace.
10/28/2010
Interesting article in the Baltimore Sun recently, notingthatthe race for Baltimore County state's attorney, "a rematch of the 2006 contest between Scott D. Shellenberger and Stephen Bailey," has pushed the usual law-and-order issues to one side, as "accusations of wasteful spending" dominate the race.
10/22/2010
Noble Systems Corporation, a global leader in contact center technology solutions, is currently serving more than 100 U.S. accounts recovery agencies - including some of the largest firms in the industry.
10/18/2010
Kenny Schiff, small business owner, writesin Small Business Computing that he searched for a Web tool "that would let me focus on the meetings and not on taking notes." He thinks he may have found it: "I recently discovered Cogi.com, a service that provides Web-based applications for call recording and transcription."
10/14/2010
In the hosted PBX space, Virtual PBX "has added call recording to its palette of services at no charge for customers," accordingto industry observer Charlene O'Hanlon.
10/6/2010
Among the general benefits of call recording Hansen enumerated are that is reduces the risk of misinterpreting information from business calls, helps resolve disputes on a fair basis, meets compliance requirements, even when using a mobile phone, provides peace of mind, enhances understanding of the customer experience and helps identify staff training needs.
9/30/2010
Magellan Solutions Outsourcing, Inc., one of the Philippines' fastest-growing call centers, has opened a new delivery center at Summit One Tower Building along Shaw Boulevard in Mandaluyong City.
9/23/2010
CT-based Coordinated Systems, Inc. (CSI), has unveiled Call Insight, a speech analytics feature set for Virtual Observer (VO), a call recording and quality monitoring solution for call centers.
9/16/2010
OKI Networks, an OKI Electric Industry subsidiary that designs and manufactures telecommunication products has launched "CTstageLite," a small-scale alternative for the "CTstage 5i" call center system that currently holds the leading market share in Japan.
9/16/2010
The speech technology industry has witnessed some exciting developments within the past few months: Angel.com rebranded and issued remarkable products incorporating voice biometric technology, Interact has been upgrading its portfolio of innovative voicexml solutions, and Coordinated Systems has recently released speech analytics time-saving offerings geared towards improving call center management efficiencies.
9/10/2010
Sundial Telecom, a vendor of hosted telecommunications services, has announced the launch of Call Recorder, an app to record calls from iPhones. The app has received more than 370 downloads in the first week.
8/31/2010
A new IP-based call recording and monitoring solution has been announced by Arc Solutions, a provider of enhanced applications that complement Cisco unified communications and collaboration solutions and improve person-to-person communication across the enterprise.
8/27/2010
Fort Lauderdale, FL based Replay Systems, Inc. has announced it will help Orange County 911 has signed a contract with Replay to replace all voice logging equipment with the advanced recording, quality assurance and real-time reporting solution from VPI.
8/17/2010
Natterbox, a new provider of hosted voice services, has suggested that businesses within the financial services sector should embrace call recording services, as a matter of precaution as well as protection.
8/13/2010
Do customers really care how innovative a company is when it comes time to make a purchase decision? If they have to interact with the call center, they do. In fact, if customers would inquire after innovation during the sales process, more companies would take the necessary steps to innovate and stay ahead of the game.
8/3/2010
Most cell phones these days come with call recording features that enable the user to record live interviews, sound clips, or ambient audio. Beneficial for journalists, podcasters, and laymen alike, the call recording applications of any phone, not just smartphones, can let the user record sound and publish through social media sites or by converting the files to mp3s and publishing with services such as Soundcloud, Houndbite or Libsyn.
7/29/2010
What's PCI DSS? Glad you asked. According to officials of Storacall Voice Systems, it's "a set of comprehensive requirements for enhancing payment account data security." The PCI DSS must be met by all organizations (merchants and service providers) that transmit, process or store payment card data.
7/23/2010
Let's start with the low-hanging fruit: Raise your hand if you think hosting an international conference call is far less expensive than arranging an in-person conference with participants located around the world.
7/12/2010
Stop us if you've heard this one before: Once upon a time there was a VoIP Open Source implementation that swallowed up Grandma, Little Red Riding Hood and the entire enterprise, leaving them shivering, huddled wretches cowering before the mercy of pricey Linux and IP telephony consultants. Gruesome, isn't it? But it doesn't have to be that way.
7/7/2010
Industry observer Jessica Dolcourt likes Google Voice. "I really do," she insists, adding "now that the search giant has thrown open the gates to make Google Voice free for anyone in the U.S., many more people will get the opportunity to pick and praise."
7/1/2010
The responsibilities of call recording companies concerning VoIP voice mail messages.
6/23/2010
Call recording comes in handy for journalists.
6/18/2010
Broadcore, the provider of enterprise hosted unified communications services, has announced that it is to showcase its cloud-based communications services at booth 418 of LegalTech West Coast 2010, the major West Coast legal technology event. Broadcore's display will be the place where legal professionals can experience cutting-edge cloud-based communications services and learn more about benefits and features that all-inclusive solutions can provide.
6/11/2010
Google Voice arrives as a new app.
6/4/2010
The monitoring of calls through call recording technologies has been in place in a number of industries for years. As this technology continues to evolve and improve, there are still regions where it is brand new and raising some concerns.
5/21/2010
According to company officials, Nice Systems has extended the reach of its call monitoring technology by allowing automatic recording of incoming and outgoing calls on mobile devices.
5/14/2010
Ever wonder how a call recording software system for Skype differs other types; in this case, Coordinated's Virtual Observer?
5/5/2010
There's been an interesting case in Italy that might give some perspective to the issue of call recording in America.
4/28/2010
After another quarter of new business, call monitoring and call recording software provider Coordinated Systems, Inc., or "CSI," recently announced on its company blog that the sales and marketing teams, spinning off each other's good fortunes, have turned technology "water" into "wine," so to speak.
4/22/2010
Florida-based Results Group, an outsourced contact center services provider in business for over 20 years, operates client dedicated centers in the United States, Canada, Europe and the Caribbean with a staff of over 4,000 agents.
4/15/2010
VirtualLogger is a call recording and quality monitoring service provider company. The company announced that its call recording engine is compliant with Avaya Aura Communication Manager 5.2 with Avaya Aura AES 5.2 server from Avaya. Avaya is a global provider of business communications applications, systems and services.
4/5/2010
If you're looking for call recording and quality monitoring to automate your entire contact center quality assurance initiatives, while providing a relatively low cost of ownership, you might want to check out call recording and call monitoring systems provider Coordinated Systems' flagship product, Virtual Observer.
3/31/2010
Call recording and call monitoring systems provider Coordinated Systems has put together a terrifically useful white paper listing 10 ways quality monitoring creates better-trained agents, and the Top 10 Tips for implementing a quality monitoring product in your call.
3/26/2010
When your company says they're implementing a call recording and call monitoring or quality monitoring system that can be a sensitive issue with privacy concerns, paranoia, and trust concerns.
3/18/2010
IPcelerate, Inc., a Dallas-based VoIP technology company has released the newest version of its call recording platform, IPstudio.
3/16/2010
CyberDefender Corp., a provider of PC security, Antispyware/Antivirus Software, PC optimization, PC support, and Identity Theft Prevention solutions, with an aim to drive strategic growth has appointed Jeff Gove, as senior vice president of call center operations.
3/10/2010
After solidifying its call monitoring and call recording technologies in the healthcare industry space, it seemed Coordinated Systems, or "CSI," had quite the successful year.
3/1/2010
Editor's Note: When a company tends to report of the progress or success of a specific product or service, the announcements that flood the press wires are generally filled with testimonials from the provider, rather than directly from the customer. However, I came across a case study that reported how call monitoring and call recording systems provider Coordinated Systems Inc.'s, or "CSI," product's assisted Sacred Heart Health Systems' be a call center of excellence, I had to report.
2/15/2010
Editor's Note: When a company tends to report of the progress or success of a specific product or service, the announcements that flood the press wires are generally filled with testimonials from the provider, rather than directly from the customer. However, I came across a case study that reported how call monitoring and call recording systems provider Coordinated Systems Inc.'s, or "CSI," product's assisted Sacred Heart Health Systems' be a call center of excellence, I had to report.
2/8/2010
Editor's Note: When a company tends to report of the progress or success of a specific product or service, the announcements that flood the press wires are generally filled with testimonials from the provider, rather than directly from the customer. However, I came across a case study that reported how call monitoring and call recording systems provider Coordinated Systems Inc.'s, or "CSI," product's assisted Sacred Heart Health Systems' be a call center of excellence, I had to report.
2/3/2010
Traveling Through the Center of the Storm: A Business Survives Multiple Economic Recessions (Part 2)Editor's note: In this two part series, Coordinated Systems Inc.'s, or "CSI," Marketing Director, Rich Marcia, sits down with Robert Hutcheon, CEO of CSI, to discuss how the company dealt - and is currently still dealing - with the current economic situation in terms of how it plays into the company's operations and success. Combined with commentary on Hutcheon's past professional and personal experiences, the article takes a unique spin on a traditional CEO interview, and turns it into a compelling tale about how this East Hartford, Conn. company stayed afloat when many others gave up and sank.
1/25/2010
Traveling Through the Center of the Storm: A Business Survives Multiple Economic Recessions (Part 1)Editor's note: In this two part series, Coordinated Systems Inc.'s, or "CSI," Marketing Director, Rich Marcia, sits down with Robert Hutcheon, CEO of CSI, to discuss how the company dealt - and is currently still dealing - with the current economic situation in terms of how it plays into the company's operations and success. Combined with commentary on Hutcheon's past professional and personal experiences, the article takes a unique spin on a traditional CEO interview, and turns it into a compelling tale about how this East Hartford, Conn. company stayed afloat when many others gave up and sank.
1/25/2010
For companies with contact centers, using all available resources to promote business increases traffic and, ultimately, helps deliver profitable results. As the professional market evolves, more and more companies are turning toward social networking as a way to maintain and promote business and services.
1/15/2010
When a call center company purchases a software product, some form of training is often required to familiarize employees with the "how," "what, "where," "when" and "why" of the system.
1/8/2010
Like other businesses navigating this prolonged recession, call center companies are seeking to differentiate themselves from the competition, and using a call recording system has emerged as way to monitor sales agents' activity, improve on customer interaction tactics and, ultimately, increase a company's ROI.
12/18/2009
It's critical that emerging IP phone vendors, such as Cisco and Avaya, are developing devices that are compatible with call monitoring systems, as a way to improve operations and enlist quality control over products for contact centers and companies in the customer relationship management, or "CRM," industry, said one official from a Basking Ridge, N.J.-based enterprise communications giant.
11/20/2009
Financial institutions – such as banks and credit unions – face an increasing number of regulatory and competitive challenges, especially as both the overall economy and the financial industry itself tightened. If they are proactive, these organizations meet these challenges head on by implementing call recording and quality monitoring systems in order to maintain federal compliance and to keep customer satisfaction at a very high level and, typically recording all incoming or outgoing calls within their contact center environment.
10/23/2009
Call monitoring, the practice of listening to customer interactions and providing feedback to an agent on how they can improve their sales approach, ranks among the most hotly debated topics within the customer relationship management, or "CRM" market.
9/28/2009
Connecticut-based Coordinated Systems, Inc. (CSI) is a call monitoring software development company established in 1972. Its flagship product, Virtual Observer (VO), is a call recording and quality assurance solution that empowers businesses to improve their contact center performance at a lower cost compared to competitive, name-brand systems.
9/3/2009
There's a noticeable trend emerging: more and more enterprise-level corporations are adopting call logging at a high rate, for diverse reasons.
8/7/2009
Coordinated Systems, Inc. (CSI), a provider of call recording and quality monitoring solutions for call centers, announced today its CSI Virtual Observer solution is now certified with ShoreTel's UC system.
6/25/2009
(Norwalk, CT – June 3, 2009) Technology Marketing Corporation (TMC) today announced the Call Recording channel, sponsored by Coordinated Systems, Inc., has been launched as the newest addition to the TMCnet channel program.
6/3/2009
After launching a new transaction services company focused on providing retail pharmacy with the best value, service and products in 2001, eRx Network has quickly become a leader in the pharmacy transaction processing industry while continuing to improve and increase its client services.
6/3/2009
It's no secret that in today's ever evolving and challenging Call Center landscape, enterprises are consistently on the look out to implement a centralized call recording solution as workforces scale and disperse remotely.
6/3/2009
