Technologies And Services Roundup
As the contact center industry resigns itself
to settling into compliance with the multitude of state and federal
regulations passed last year, a new category of products and services has
come into increased prominence. Contact centers today, particularly the
centers that perform outbound work, are carrying a heavy burden of making
sure their dialers are compliant, using third-party verification, recording
calls, complying with caller I.D. restrictions and abandon rates and making
sure they don't call a number on any of the federal or state do-not-call
lists (all while maintaining their own internal rules and lists).
There are two kinds of contact center companies
today: those that are still desperately cobbling together their own
patchwork of imperfect internal processes (these are the companies with the
permanent migraine headaches) and those companies that have sought the
assistance of a professional organization in attaining compliance. For those
contact center organizations falling into the former category but wanting to
be included in the latter, the editors of Customer Inter@ction Solutions'
have compiled the following list of companies that offer products and
services in the compliance arena. We invite you to carefully peruse these
companies' offerings if you are in the market for compliance technologies.
3PV ' Third Party Verification
Products: Martina Speech-Enabled TPV, CRV Call Recording, Martina Voice
3PV ' Third Party Verification offers speech-enabled, agent-assisted and
e-commerce third-party verification (TPV) services, as well as call
recording and voice-based biometric security solutions.
Product: Amcat Intel NetMerge
All Amcat Intel NetMerge systems are fully compliant with the new FTC TSR
(Telemarketing Sales Rule) regulations. Amcat systems provide comprehensive
'do-not-call' features and relationships with the major 'do-not-call'
vendors. Amcat is also fully compliant with the new TSR legislation
requiring specific drop rates and the ability to leave a recorded message
when an agent is unavailable to take a successfully answered outbound call.
With Amcat, businesses are better positioned to have the flexibility they
require to operate outbound contact center activity successfully and in a
CallCommand, a provider of Web-based communication solutions to automotive
retailers, offers CallScan On Demand, its 'telemarketing compliance in a
box' product. CallScan On Demand is positioned as a low-cost,
easy-to-implement way of assuring compliance with the FTC, the FCC, state
agencies and even company-specific list regulations regarding new
do-not-call (DNC) legislation. Daily call volume makes it virtually
impossible for most dealers to ensure full compliance from salespeople and
service advisors. Yet, non-compliance can mean hefty fines and possible
lawsuits. CallScan On Demand ensures compliance and provides protection with
a complete reporting and monitoring system, all without the cost of
additional hardware, software or the necessity to switch phone service
Call Compliance, Inc.
Call Compliance, Inc. has stated that its patented, multi-award-winning
TeleBlock Do-Not-Call Blocking System is the first and only blocking product
that automatically screens and blocks outbound calls ' in real-time '
against federal, state, third-party and in-house do-not-call lists within
the network infrastructure of a participating telephone company via SS7 and
IP technologies. There is no logging in or logging off required. A
subscriber's agents and calling equipment simply access an outbound trunk
and dial, and all numbers dialed are screened against their proprietary DNC
database. If a dialed number appears in the database, then the call is
blocked and a 'restricted number' message is furnished. If the dialed number
does not appear in the DNC database, then the call is processed accordingly.
It is unnoticeable to the caller or calling equipment.
Contact Center Compliance Corporation
Contact Center Compliance manages do-not-call risk by providing a range of
real-time, globally deployable DNC compliance products designed to
provide complete federal and state DNC compliance, support for all vertical
industry exemptions and rules, existing state and federal law-based business
relationship support, internal DNC list support, DNC policy creation and
fast fulfillment. Contact Center Compliance states it can help users get
into compliance and safe harbor for a fraction of the cost of doing it on
Digitlaks USB Recorder
Product: USB Recorder
The USB Recorder allows users to avoid potential misunderstandings. Users
can record important telephone conversations word-for-word directly onto
their computers. The USB Recorder was designed to make it very easy: users
install the software and plug the recorder into a USB port on their
computer. The Recorder is suitable for both home or office use.
Product: Gryphon Compliance Suite
Gryphon Compliance Suite is positioned as a turnkey, real-time,
network-delivered solution for complying with federal and state do-not-call
laws. Using Gryphon's solution, companies need not purchase any equipment.
Gryphon's customers are able to comply with all DNC laws and regulations,
enhance agent and office productivity and simplify management of outbound
Product: ATOMS Contact Center Suite, Predictive Dialing Solution (PDS)
The Noble Systems contact center technology suite gives users a 'fully
equipped' compliance package that includes a comprehensive set of features
and reports designed to directly address the new FTC regulations with the
industry's most advanced toolsets.
SER Solutions, Inc.
Product: Call Processing System (CPS)
SER Solutions' Call Processing System (CPS) is designed to be a reliable,
proven, cost-effective call management system that combines workhorse
predictive dialing with inbound and blended features to help keep companies
Sivox Technologies, Inc.
Product: SIVOX RealCall
Using SIVOX RealCall dynamic simulations, call centers can create immersive
customer call simulations. Trainees learn from interactive customer call
simulations how to handle calls in a fully compliant manner. If trainees do
not use the appropriate, legally correct language, the on-screen coach can
prompt them for a better response. Simulation scripts can be completed by
training center managers with little or no intervention from IT or
programmers. The call center application programs are also replicated in
simulation, ensuring that call center trainees are capturing and
appropriately entering the correct data. Agent trainee performance can be
graded on over 110 metrics, including application system performance and
voice quality, allowing managers to review simulation voice recordings and
system data entry.
Product: StrataDial.VC2 ' Virtual Contact Center
StrataDial.VC2 ' Virtual Contact Center works seamlessly with Call
Compliance Inc.'s TeleBlock system. StrataDial.VC2 provides customers with
the following telephony applications: outbound predictive dialing; inbound
automatic call distribution; voice mail and auto-attendant; speech
recognition and text-to-speech; Web-based text chat; e-mail management and
routing; fax on demand; an interactive voice response system and rapid
application development tools.
VoiceLog offers recording solutions to help companies meet the FTC
Telemarketing Sales Rule (TSR), as well as protect them from other legal
concerns. VoiceLog can help their clients with legal issues such as express
verifiable authorization, free trial to pay with pre-acquired account
information, electronic signatures, proof (and monitoring) of compliance and
The Welch Group
Services: compliance services, dialer testing
The Welch Group will perform an in-depth, confidential compliance review of
a company's current practices and validate if its dialer is conforming to
the current regulations. Companies need to know where they stand, and they
cannot afford to ignore these federal regulations. The Welch Group can also
help companies develop the operational process to enhance compliance at all
levels. The group has made understanding these regulations inside and out
its business, taking an in-depth understanding of predictive dialers, both
technically and practically. The Welch Group can provide customers with
operationally sound processes to help them comply with these regulations.
Phone: 888-3-WITNESS or
Product: eQuality ContactStore, eQuality ContactStore for IP, eQuality
eQuality ContactStore and eQuality ContactStore for IP were designed to
capture agent/customer voice and data interactions from both traditional and
IP telephony environments. The flexible system records 100 percent of
customer contacts. The solutions are designed for organizations with
high-volume recording and compliance requirements, as well as for sales
verification purposes. eQuality ContactStore Plus is a single solution for
capturing customer intelligence from both a full-time compliance recording
and selective and business-driven recording perspective. eQuality
ContactStore Plus brings the functionality of eQuality ContactStore and
eQuality Balance together, enabling users to record 100 percent of customer
interactions and then proactively organize them, based on business rules
they define, into designated contact folders.
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