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Performance Management and Call Recording in the VoIP Contact Center: ITEXPO Session Preview
Workforce Optimization Featured Article

Performance Management and Call Recording in the VoIP Contact Center: ITEXPO Session Preview

 
August 29, 2007

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By Stefania Viscusi, Assignment Desk Editor
 

When it comes to performance in the call center, a great deal of attention is paid to those technologies that allow for improved performance management while also reducing costs for the contact center.
 
Call recording systems are given much attention for their ability to provide the call centers with improved performance management capabilities as well as the ability to record customer interactions at branch and remote locations to meet changing needs and regulations, thanks to VoIP technologies.

 
And as call centers today increasingly make the switch to VoIP, a focus on providing quality standards similar to or better, than in a traditional telephony environment, becomes critical.
 
To improve quality monitoring and liability in the VoIP contact center environment, NICE, a provider of quality monitoring solutions,offers an innovative VoIP Recording Gateway (News - Alert) (VRG).
 
With VRG it is possible for call centers make use of VoIP capabilities and centralize recording capabilities for distributed environments so recording units are not necessary at every branch-- reducing complexity and overhead for the contact center.
 
Brian Spraetz, Senior Solutions Consultant NICE Systems (News - Alert) will join other industry leaders at the upcoming INTERNET TELEPHONY Conference & EXPO West 2007  to discuss this topic in a session titled: Call Recording: Benefits & Challenges on Tuesday September 11, 2007 8:45-9:45am.
 
The session will provide an overview of the necessary elements for call recording in the VoIP contact center environment.
 
Among the critical issues to be discussed are:
• The differences between recording in traditional and VoIP telephony environments
• The pros and cons of ‘passive’ versus ‘active’ VoIP recording methods
 • Aligning the choice of VoIP recording architecture with business needs
• Specifics of recording in leading VoIP vendor environments
 
 
The INTERNET TELEPHONY Conference & EXPO West 2007  will be held at the Los Angeles Convention Center in Los Angeles, California, September 10-12, 2007.
 
 
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
 
 
 
 
Green is the new black. At least, that’s the case in the communications industry where companies are finding that using green technology is not only good for the planet but good for business as well. Want to learn more about how being green can make money? Mark your calendar now for TMC’s (News - Alert) first annual Green Technology World Conference, September 11-12, 2007 at the Los Angeles Convention Center in California. Preview the show schedule, speakers and exhibitors—then register to attend.

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