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June 23, 2011

CTI Group's Hosted Call Recoding Allows for Increased Agent Performance in Diverse Deployments

By Chris DiMarco, TMCnet Managing Editor

Call recording utilities are essential to providing pertinent analysis of your operation. When used in conjunction with call center wallboards they allow you to drill down with your agents and discuss what needs improvement to get you the highest ROI. For the CTI (News - Alert) group, ROI is not just a goal it’s a guarantee.

The company showcased its browser based call recording solution at this year’s call center week. TMC (News - Alert) had a chance to meet with Sid Rao, CTO and VP of development with CTI to talk about the direction of the call center space and how recording solutions are more essential than ever.

Rao explained that the CTI solution allows for not only call recording but also the ability to collect and reflect on each agent over a period of time.

The company’s Smart Record product is a call recording solution that’s completely hosted so it’s ideal for multilocational businesses. Recordings are fed into a centralized database and can be distributed as needed. Once information is collected another CTI product, Smart Interaction, can process agent evaluations. Rao said, “Over a two year period for example you can see how an agent is improving. Because it’s hosted you can store an agent’s calls for indefinite period of times, and see how they’ve progressed over their career.”

As for the approaching home agent revolution, CTI Group (News - Alert) is fully prepared for what will be the next evolution of the call center. Not only does CTI Group’s software offer screen recording faculties great for monitoring diffuse workforces, the very nature of the their software architecture makes them ideal for this next phase.

“Since we’re in the hosted space, that’s really our sweet spot,” Rao said. “IP telephony was the barrier to get home agents to work from home previously because it required them to make sure there had all the equipment. Now that you have nice hosted service you can do home agent type setups without much of an issue. Before you had to guarantee voice data and phone on top of home agent behaviors, but the technology now really doesn’t have the same problems.” 

Being able to give your agents feedback is an essential component to the call center industry. As the home agent landscape begins to unfold, the tools necessary to properly monitored and engage agents in diverse locations will allow this new method of customer service to thrive.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter @cpdimarco.

Edited by Jennifer Russell

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