CRM/eCRM enterprise-class software applications provider Teleformix (News - Alert) recently announced that its ECHO™ contact center recording solution was selected by MarketStar to enhance that company’s compliance and quality assurance initiatives.

 

MarketStar (now part of marketing communications company Omnicom Group), headquartered in Ogden, Utah, designs outsourced sales and marketing solutions, and provides go-to-market systems and intelligence. The company chose ECHO in large part because of Teleformix’s reputation and experience delivering dynamic customer interaction products.

 

Also key in MarketStar’s selection of ECHO is the fact that the contact center recording solution—both software and hardware—is fully supported by Teleformix. Training and assistance are part of the package, considered by Teleformix to be integral to the ongoing client-vendor relationship. 

 

The high level of adaptability and scalability inherent in ECHO was very appealing to MarketStar. For example, ECHO lets the company record and monitor all customer interactions on a call-by-call or campaign-by-campaign basis. Like any call center company, MarketStar anticipates that its recording and monitoring needs will change over time, and ECHO is built to keep up with that pace by leveraging existing architecture while at the same time allowing for enterprise advancement.

“We're excited to have been selected by this premier call center organization,” said Greg Manhoff, director of worldwide sales at Teleformix, in a statement. “With the ECHO digital recording solution in place, we believe that MarketStar will be able to increase both agent and customer satisfaction while improving compliance with client and other regulations.”

MarketStar serves a diverse, extensive client base with customized services, and as such finding a reliable and flexible contact center recording solution was imperative for the company. It found what it was seeking in Teleformix’s ECHO.

ECHO is a browser-based digital, VoIP and screen capture contact center recording solution that comes with an integrated CRM tool for recording, evaluating, monitoring and archiving customer interactions. A broad spectrum of Web Services provide a truly service orient architecture (SOA), enabling integration between ECHO and any Web Services-enabled platform. The solution integrates seamlessly with Avaya (News - Alert) and Cisco telephony solutions.

 

To learn more about the ECHO contact center recording solution, please visit Teleformix’s TMCnet.com channel, Contact Center Recording.