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IVR Provider Adds to Call Recording App with Newfound IP Call Recorder Addition
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IVR Provider Adds to Call Recording App with Newfound IP Call Recorder Addition

 
October 05, 2009

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  By Kelly McGuire, TMCnet Editor
 


Interactive Voice Response, or “IVR,” systems provider, Angel.com, selected VoiceXML and VoIP software provider Newfound Communications’ (News - Alert) IP Call Recorder product for Angel.com’s Call Analyzer feature. 


Michal Zirngibl, CEO of Angel.com, said that the Newfound IP Call Recorder was a clear choice for the company’s customers. 

Angel.com’s call analyzer feature gives it users a fully-integrated call recording system that allows individuals and organizations to listen to customer interactions with an organization’s automated phone application or its live agents.

With the flexible recording and reporting features, users can listen to the entire call or specific portions, as well as browse, search and archive these recordings. 

By adding Newfound’s IP call recorder into the call analyzer feature, Angel.com’s has delivered one of their customer’s most frequently requested features with a new application that allows for better all-around call recording coverage.

According to Zirngibl, the product’s flexible, robust and cost-effective call recording systems made it attractive, and the selection process easy. 

“Be it a conference call, an agent assisted call, certain IVR dialogs, or for a specific caller, the Newfound IP Call Recorder delivers full-duplex audio recordings flexibly and reliably,” Zirngibl said. “The breadth and capabilities of Newfound’s recording solution is impressive.” 

Newfound’s IP call recorder 1.0 brings a great deal of depth to Angel.com’s call analyzer system, with its ability to record any phone call in a carrier, enterprise or contact center telephony environment. 

The new IP call record addition provides ad-hoc recording without requiring dedicated telephony ports. Through VoiceXML (News - Alert) and web standards, the IP call recorder provides developers the means by which to capture and display each recording accompanied by call related data such as caller ID, destination number, account number, DTMF or speech recognition inputs, call errors, hold times or transfer number. 

According to Newfound company officials, the selection of the company’s IP call record by Angel.com was welcomed as a way to advanced both telephony product lines in order to support Angel.com’s on-demand call center and IVR solutions. 

"We look forward to supporting Angel.com as they continue to deliver innovative, reliable and easy to use services to their customers," Kris Hopkins (News - Alert), CEO of Newfound, said.

And, while some have recently debated the survivability and satisfaction with IVR systems, Angel.com’s proving to be one of the few to stand above the curve and lead the way with new innovations and product offerings.

Kelly McGuire is a TMCnet Editor. To read more of her articles, please visit her columnist page.

Edited by Kelly McGuire
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