CTI Group (News - Alert) Holdings, a provider of enterprise communications management software and services, is planning to introduce advancements in call recording and call accounting, company officials say.
SmartRecord is a VMware-ready offering certified on BroadSoft's BroadWorks UC platform, the Avaya Aura IP communications platform, as well as Cisco's (News - Alert) Unified Communications Manager.
It’s billed as a product for helping in the finance, government, contact center and insurance sectors, as a way for companies to meet their regulatory and compliance requirements, providing what company officials say is “a number of significant added-value benefits, including trend analysis, performance monitoring and enhanced sales and marketing intelligence.”
CTI Group's Proteus (News - Alert) call accounting application is described by company officials as being designed “to provide organizations with a clear and consolidated view of the data and information that flows through their business, simultaneously helping to identify areas where costs can be reduced.”
Basically it helps simplify and centralize reporting, while at the same time allowing proactive monitoring of quality of service via Call Management Records data such as jitter, latency, packet-loss and Mean Opinion Source (News - Alert) (MOS), company officials say:
Sid Rao, Chief Technology Officer of CTI Group, said with the promise of lower costs and improved business process management, “we have seen a rapid increase in the demand for UC and virtualized technologies. However, to take full advantage of these evolving communication networks, it is vital that organizations have the tools to monitor, analyze and troubleshoot the performance of these systems.”
Earlier this month TMC’s (News - Alert) Tammy Wolf wrote that SmartRecord comes packaged with a number of features that differentiate it from other call recording applications on the market, including screen recording and agent evaluation capabilities for contact centers; centralized storage; feature reporting; VMware certification; extensive multi-tenancy that promises flexible administration; automatic call categorization; and dual-tone multi-frequency media clip generation for users to create media clips that are sent automatically through e-mail.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Chris DiMarco