Changes in legislative and technical environments and the recent economic downturn are forcing institutions to develop new strategies to improve operations, reduce costs and support business and service enhancements. Many legacy recording systems cannot comply with modern security needs. Today, workforce optimization helps companies improve the efficiency and effectiveness of customer interactions by capturing those interactions across all channels, analyzing to reveal insights and taking action to impact customer experience.
Natterbox, a provider of cloud voice services for enterprises and dynamic organizations, recently integrated its solutions with the NICE Trading Recording solution from NICE Systems (News - Alert), a provider of workforce optimization and customer interaction solutions, to provide customers with landline and mobile call recording accessible through one centralized location.
The integration will enable any organization regulated by the Financial Services Authority (FSA) to become compliant with legislation on mobile call recording, which came into force in November 2011. The service is entirely cloud-based so there is no software to install or hardware to purchase. This means the service is phone agnostic and it is completely secure from users circumventing the recording.
Neil Hammerton, CEO of Natterbox, said, "This integration of Natterbox on-network mobile call recording with NICE Trading Recording will enable organizations to have a complete voice recording solution - wherever their workforce may be. It is vital to ensure productivity is maximized beyond the office and for financial intuitions to be compliant with FSA. The way we do business is changing and we are offering a flexible solution with no disruption to the staff.”
With NICE Trading Recording, regulatory compliance is built-in, thanks to a secure and automated process that documents all access to call recordings and delivers instant call retrieval and replay to the workstation. The system is accessed through a standard Web browser, with all activity fully documented for a complete audit trail of every event, including the time of playback.
Yaron Morgenstern, general manager, Trading Floor Line of Business at NICE, said, "Services such as mobile call recording were traditionally complex and inflexible. The Natterbox integration with NICE Trading Recording gives our customers flexibility that more and more businesses are looking for. It offers another way to store mobile call recordings onsite and access them anytime, anywhere."
Workforce optimization combines recording, quality management and other call center technologies into one to oversee all call center performance. A workforce optimization suite typically consists of tools for workforce management, quality monitoring, liability recording, coaching, performance management, surveying and speech analytics. These technologies bring together reports on enterprise functions from the call center and the back-office.
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