Anyone that can claim that they have never heard the warning that their call may be recorded for training purposes when calling an organization’s contact center has either never called one of these companies or doesn’t pay attention to the recorded voice when they do.

 

Call recording is widely used throughout the contact center industry for a variety of reasons. It provides contact center managers with a way to design and implement more targeted agent training; it enables managers to identify weaknesses in processes; it can also be used to settle a customer dispute. Used in each of these capacities, call recording can go a long way in producing a more efficient contact center.

 

With the popularity of Avaya systems in call and contact centers, a solution that integrates seamlessly can realize significant adoption opportunities. Teleformix’s (News - Alert) ECHO™ contact center recording solution communicates directly with Avaya’s system and eliminates the technical failures and the overhead associated with wiring each phone.

 

In the company’s latest white paper, The ECHO - Avaya Connection ECHO, and how it interacts with Avaya's telephony solutions, Teleformix explains how ECHO can benefit the Avaya (News - Alert) environment, whether TDM or VoIP-based, as the audio is 100 percent digital to ensure high quality of voice recording.

 

This white paper goes into great detail to describe the benefits of ECHO-Avaya integrations including seamless integration, flexibility and scalability as well as clarity in the recordings. The paper walks the reader through how ECHO works with Avaya, how it is implemented, and the different types of installations in both TDM and VoIP environments.

 

Access the link provided above to read the paper in its entirety. If your call center already utilizes Avaya solutions, ECHO may be a viable choice for consideration. This white paper is a good first step in the investigation.

 

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Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.