Call Recording Featured Article

The world of call recording seems simple enough – the call center agent simply hits a button when the call begins to ensure all information is accurately captured. Even better, the technology is in place to automatically start recording when the call is connected. The call center captures the information it needs and the agent goes on to the next call.

This capability was once a significant value-add for the PBX (News - Alert) vendor that needed to beef up its phone system projects. It was a capability a number of customers needed, although integration across other platforms was nearly non-existent. Today, however, complete workforce optimization solutions are readily available that offer extensive features and capabilities. Vendors can now leverage an entry point into large phone system investments and ensure integration with platforms such as Salesforce.

Case in point, a recent CSIWorld.com report highlighted the recent availability of the official Salesforce Connector. Now, mutual customers relying on call recording – and other capabilities – can integrate their Virtual Observer Workforce Optimization Solution with their Salesforce deployment. The resulting integration may produce something as simple as mass recordings that are easily searched, sorted and played, or a dynamic list that is linked directly to Salesforce contacts, accounts, tasks, cases and more.

The PartnerAPI is designed to update the Virtual Observer metadata within the Salesforce organization. The triggers are invoked when a user edits, adds or deletes any data within the Salesforce application. As a result, the information is readily available to enhance linking of call recording data within Salesforce transactions. CSI (News - Alert) can easily customize any Salesforce object to extend default installation and add value where possible.

This kind of integration is truly call recording at its best. It’s no longer enough to simply capture a call. Yes, it may be used for compliance or even training purposes, but there is so much more information captured in any interaction that it needs to be able to extend value to the organization. In other words, what information might a customer share during a call that could lead to development opportunities for the next product? What kind of buying cues are readily offered up by several customers as a result of a particular script?

The point is, call recording has taken on a whole new position of power in more than just the call center. The opportunities are extensive when the data captured in a call is integrated into other capabilities to optimize every interaction. If your company has been on the fence about adopting this technology, it’s time to get into the game.