Calabrio Defines Call Recording's Hat Trick

In today's economic and competitive climate, Calabrio (News - Alert) finds a few key themes when it comes to recording. That includes reliability, mobility and speed.


Contact centers, and enterprises in general, are often highly motivated or even required by law to capture and archive calls for compliance, transaction verification or dispute resolution. In these instances, it is critical they have the reliability to ensure they do not miss a call. Calabrio provides Monitoring and Notification Alerts, which inform support staff via e-mail, SNMP or Windows Event Viewer if anything is not functioning properly. For example, MANA can be linked to call detail records in the IP PBX (News - Alert) to trigger an alert when a call instance and a recording are not in sync.

At the same time, contact centers and enterprises are embracing mobility, or home agent workers, to increase flexibility, save money and help the environment, notes Calabrio. The company says it provides full-featured mobile agent support to record work-at-home agents with the same level of reliability as agents within the contact center. And Calabrio's architecture is such that a dedicated server is not required at every location, which saves costs and reduces the company's hardware footprint.

Tying into the speed theme noted above, Calabrio says that it provides several, time-saving recording features such as easy navigation and powerful metadata tags for faster retrieval. For example, Archive Search allows an enterprise to locate specific calls or groups of calls based on combinations of employee, agent, date, time, phone number and user-defined fields. Calabrio Quality Management, meanwhile, enables a contact center to record only those transactions that are of particular interest to the business.