LiteScape and TC&C Partner to Offer Call Center Market Enhanced Call Recording Solutions

By Susan J. Campbell

TMCnet Contributing Editor

 

LiteScape and TC&C are teaming up to tap into the billion dollar call center market. LiteScape, a developer of unified communications applications, has partnered with TC&C USA to incorporate TC&C’s IP audio and video call recording product into LiteScape’s suite of converged customer relationship management (CRM), collaboration and identity management applications that unify IP communications.

According to Andy Barbour, LiteScape’s senior director of channel sales, the company’s applications are deployed worldwide in such diverse ways as an intelligent fitting room, cross cluster directory access and sending RSS feeds for hurricane warnings. LiteScape’s channel partners see uses for call recording beyond the contact centers and have found immediate, high demand in the financial and professional services industries.

TC&C has been developing cutting edge solutions in the IP Telephony field. Such applications include VoIP call recording system, call accounting solution for legacy and IP-based enterprise telecom networks as well as CTI for contact centers.


Contact center leaders have often viewed call recording as a cumbersome and costly task. VoIP is offering a way to impact processes, procedures and ultimately the bottom line in both contact centers and new application prospects.

TC&C has designed its call recording system CARIN from the ground up with the requirements of a wide range of industries in mind, such as banking, insurance, government and specialized customer contact centers. CARIN is positioned for multi-site operation, ease of use, high performance, scalability, flexibility as well as its enterprise management and security features.

CARIN is marketed to customers as providing a truly high-end solution at a competitive price. Cisco certified, CARIN is one of the first Call Recorder for Cisco IP Video Communication Systems.

Gabor Krivachy, president and CEO of TC&C, noted that enterprise customers and service providers in the retail, government, financial, healthcare and education verticals demand reliable and flexible methods to capture audio or video communications for legal, compliance or quality assurance reasons.

Krivachy added that LiteScape and TC&C will work together to maximize the usability and flexibility of highly secured call recording features within the enterprise on Cisco Unified IP Phones or mobile devices.

Call centers are consistently faced with laws and regulations that, depending on the industry they are serving, require certain levels of call monitoring. Aside what these organizations are required to do, many seek to monitor their calls for internal reasons, yet tend to fall short of their goals due to the time involved in the task.

By providing call center managers an easy and secure method for effective call recording, these leaders will be able to incorporate more of this necessary practice into their centers to help improve service, gain further customer insight and to enhance coaching and training opportunities. By demonstrating the benefits to the call center, as well as other industries, LiteScape and TC&C can help to increase the demand for their solutions.

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Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.