DialConnection, LLC, a global provider of the All-Inclusive DialIntelligence Contact Center Solution, is a key player in the VoIP call recording arena. After ten years of providing their call recording suite, the company is now providing clients with the ability to integrate IP-PBX (News - Alert) calls for optimal recording, storage and dynamic retrieval in one compliant solution.
By integrating its own DC IP-PBX solution for clients and integrating existing client IP-PBX systems and third party recording solutions, DialConnection is helping to secure its position in the market as a value VoIP call recording provider.
With DialIntelligence, clients have the ability to dynamically search for the encrypted recordings in multiple ways. This solution also allows clients the ability to provide their own clients with secure Web access to conduct an audit of their account specific recordings.
"DialIntelligence's call recording, with the ability to easily and dynamically retrieve a specific call, is nothing new to DialConnection, as we have been providing this for almost a decade, never using a bolt on product," said Edward Fontaine, senior vice president of Contact Solutions and Marketing, in a statement.
"We continue to enhance our call recording suite with the integration of the IP-PBX to allow for all calls to be recorded, stored and dynamically retrieved for compliance, auditing and training purposes in one, secure and encrypted location," Fontaine added.
To maximize the value of VoIP call recording, the DialIntelligence solution stores the call recordings on an encrypted volumes in a recording service to provide the client with dynamic access from two points. The first access point is within DialIntelligence and the second is through a client-specific, secure Web-based portal.
As a result, clients can search for a record by multiple variables, including an account number, phone number, agent, data and time range within a specific campaign or a combination of variables. Automatic archiving and retrieval can be based on client rules through the DialIntelligence interface and there is never an additional "hosting" fee associated with this functionality.
"DialConnection continues to be a leader in client driven contact solutions. Continuing to enhance our call recording suite with the integration of the IP-PBX solution allows our clients to have one recording and dynamic retrieval solution provided by their Contact Solution Partner of Choice, DialConnection," said Michael Vesper, President/CEO.
"We provide the client's with the ability to determine the length of time to store and archive their recordings. Providing Contact Center Solutions for over two decades, we continue to advance Contact Center Technology and provide the lowest cost of ownership with the tightest integration not available in a rented/hosted product."
In other VoIP call recording news, Applian Technologies, a privately held company specializing in software to record streaming media, has introduced a call recording software system especially for Skype (News - Alert) communications, according to industry journal Television Broadcast.
A recent call recording case in Italy has been getting much attention. According to legal resource Lexology, Italy's Minister of Labour recently said that "as long as certain conditions are observed," the recording of phone conversations between call center employees and customers "does not constitute a form of remote monitoring" as prohibited under law.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.Edited by Kelly McGuire