Call Recording Featured Article

Call recording has many benefits – from enabling employees to be more accurate and productive, to helping businesses with compliance.

Indeed, call recording helps with workforce optimization, assisting in contact center agent training by enabling agents and their managers to revisit conversations to see what went right and where things could use improvement. It can inform organizations on how to improve customer service and their business processes for the future. And it can provide evidence during a dispute.

But enterprise-level call recording solutions need to go beyond simply capturing conversations. They also need to enable the organizations that use them to record only the parts of calls that are allowed to be captured under relevant laws and regulations.

Epygi’s (News - Alert) Call Recording offering is such a solution.

It can record calls selectively or across the board. That can be done automatically or manually by toggling the record button from the phone. Audio files from recordings can be stored on the IP PBX (News - Alert) or uploaded for external storage. And Epygi’s call recording is licensable and priced per recording port.

“Call Recording is a great tool which allows the system to record all calls made from and to the extensions, as well as record the ones that pass through the IP PBX,” the company says. “Users can set which calls are recorded and which are ignored based on the call type, caller or the called destination.”

Epygi also offers the ACD Console. This is software, which become available in December 2015, that compliments the company’s PBXs. It allows call centers to get information about all inbound calls and allows call center agents to answer, transfer, and otherwise control calls via the software console/interface on their PCs. It delivers statistics on the time agents talked, their time idle, per agent details, and more. It also allows for real-time chats between agents. When calls are finished, the agents also get a few more seconds to make notes on the console.