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Birch Adds Call Monitoring and Recording to its TotalCloud PBX Feature Portfolio

By Michael Guta, TMCnet Contributing Writer
August 05, 2015

As more organizations migrate to hosted communication solutions, they need to ensure these services are able to meet the regulatory compliances that land lines were able to provide. Increasingly, the hosted IP PBX (News - Alert) offerings have been delivering on these points, removing many of the concerns financial, healthcare and other industries have been pointing out. Birch Communications, Inc., a nationwide provider of communications, network and cloud services to small, mid-sized, enterprise and wholesale businesses, announced it has added call monitoring and recording functionalities over hosted IP PBX networks to its TotalCloud PBX feature portfolio.

For many different industries, the ability to monitor and record conversations is extremely important to lower their business risks and liabilities. The regulations placed by the FCC, FTC (News - Alert) and other governing bodies have been put in place to protect the privacy and security of consumers.

According to Birch, these capabilities will give organizations that have to abide by these rules better control and increase productivity. The company worked with CTI (News - Alert) Group to create a comprehensive solution that would give small and midsize business enterprise-class features at affordable price points.

As an international provider of electronic invoice processing and management, enterprise communications management software and services solutions, the CTI Group delivered proven functionalities to the Birch platform. The company’s Analysis, SmartRecord and Proteus (News - Alert) product suites provide cloud-based, real-time solutions for traffic analysis, post-billing call analysis, customer care and call recording used by Tier-1 carriers in North America and Europe.

"We are delighted that Birch is offering our call recording solution to their customer base," stated Randy Sorensen, VP of Sales for CTI Group (News - Alert).

With these tools in place, TotalCloud PBX administrators can use the Web-based control recording at any time and store both inbound and outbound calls over hosted IP PBX networks. This includes monitoring calls, call detail records, access call recordings and even taking notes on recordings. In addition to the new features, the platform can be easily configured to adapt to the communications needs of an organization and scale in either direction at any moment.

"TotalCloud PBX call monitoring and recording features provide easy and secure access to call recordings via encrypted media file streaming. From quality assurance to regulatory compliance, the key benefit to our customers is operational efficiency by collecting information quickly, seamlessly and securely," said David Gibson, Vice President of Business Development at Birch.

As hosted IP PBX solution providers continue to add features that were only available in legacy PBX systems, the low price point won’t be the only option customers will have to look forward to. The additions Birch has announced will give businesses yet another reason to seriously consider a hosted communication service.

Edited by Rory J. Thompson


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