As new technology makes its way to the market, companies worldwide are forced to rework the way in which they function. For organizations looking to stick around for the long term, it is essential that they embrace next generation solutions and products in order to better serve their customer base as well as drive efficiency and productivity amongst their workforce.
Mobility is definitely one area that is taking off as of late. This is due to workers requiring a way to view critical documents and data in order to complete tasks from anywhere and at anytime.
According to Vice President of OrecX, Craig McCue, “We are seeing more and more companies – especially in financial services – looking for ways to monitor staff calls taking place on mobile phones. Recent U.K. legislation by the FSA has brought this need to light and we believe similar U.S. legislation is right around the corner in terms of requiring certain companies to record mobile phone calls with customers.”
Cloud computing is yet another significant innovation that is enabling workers to access confidential information, with the only necessity being a reliable Internet connection. In a recent report published by the IDC (News - Alert), it was revealed that public cloud services will account for nearly $40 billion in spending in 2012 and this number will grow dramatically to almost $100 billion by 2016. Thus, firms are increasingly turning to the cloud due to the many advantages it can offer a business in any vertical, such as increased efficiency and flexibility, reduced costs and enhanced scalability.
“Hosted VoIP service providers are growing at a rapid pace, especially into call centers, so this has helped OrecX gain traction in the cloud since most hosted ITSP’s need to offer voice recording. We work with Asterisk (News - Alert)-based ITSP’s very well, also Broadsoft and Metaswitch,” McCue added.
Moreover, within the last couple of years, social media platforms including Facebook (News - Alert) and Twitter have taken off like a jet plane. Users are now leveraging these sites to stay in touch with colleagues, family and friends halfway around the world in real-time, and businesses are increasingly turning to them as way to reach out to prospects.
He stated, “LinkedIn, Facebook and Twitter have really made it a lot easier to reach specific customer segments – those companies who are likely to be interested in what we offer. It used to be you spent your efforts talking to many non-interested people just to find one that is interested. Today we speak much more with only those companies/organizations that have a need for the solutions we offer. This is a really good thing for both parties.”
While the three above elements are now considered key to any successful and profitable company, without a high level of customer service, the utilization of mobility, cloud computing and social media will surely prove fruitless. In fact, this level of care is touted as “one of the core drivers for OrecX’s technology. Our Oreka QM – Quality Monitoring – customers use our software to bolster their customer service capabilities to enhance the customer experience. At OrecX, we are constantly looking for ways to enhance the capabilities of our Oreka QM software to help these organizations better monitor their agents and staff in order to identify and fix process breakdowns, skill deficiencies and so on.”
In any corporate environment while the bar on customer satisfaction is continually being raised, trends such as BYOS (bring your own storage) are increasing in popularity due to the many benefits it can yield. Luckily, OrecX realizes that some challenges surrounding it are causing growing concerns within consumers, and is taking the steps needed to ensure customers can port their data to whatever storage medium they choose – whether online or off. It strongly recommends enterprises look to pre-empt BYOS issues by moving to carefully controlled cloud storage in 2013.
To remain as knowledgeable as possible in regards to everything currently taking place within the technology industry (and believe me, this can sometimes be overwhelming) the company will be attending this year’s ITEXPO (News - Alert) Miami event taking place from January 29-Feb 1 in the Miami Convention Center. The not-to-miss event contains exhibitors and countless sessions that will enable businesses to meet face to face with customers and prospects, find new partners, and see what new innovations are out there such as unified communications and VoIP, among many others.
At the not-to-miss conference, OrecX will be showcasing its call recording solutions that are free from installation costs and can be up and running in less than 30 minutes.
When asked what significant issues affect businesses when they are deciding if they should move to an IP-based communications infrastructure, McCue commented, “VoIP deployments definitely picked up in 2012 and we believe VoIP will soon the dominant means of transmitting telephony conversations. The cost savings and unified communications benefits of treating calls as digital assets are very real today and companies are starting to understand the value. In the call recording industry, it’s really all about VoIP today, and this is why we ensure our software seamlessly integrates with all leading VoIP switches, including Avaya and Cisco, as well as VoIP-based contact center platforms from leaders like BroadSoft (News - Alert), Asterisk, Fonality and others.”
He went on to state that video-based communications are now being leveraged by the masses, and “FaceTime and similar mobile applications are certainly taking video communications to new levels, but we see it mostly for personal use today. As this type of communication becomes more and more pervasive in the business world, companies will want to start recording these business discussions and that is where solutions like OrecX will come into play. We are already anticipating this evolution and getting ourselves ready for it.”
It is clear that OrecX understands what is takes to remain relevant and stand apart from competitors in its respective space. However, as technology never remains stagnant, the firm must stay abreast of new releases that could potentially change the vertical going forward and one these steps is attending ITEXPO Miami 2013. If not, it could soon see itself going the way of VCRs, Discmans and boob tube televisions- virtual extinction.
Edited by Allison Boccamazzo