Most organisations are dealing with rapidly evolving and growing technology landscapes and voice architecture plays a big part in this. Call Recording solutions have been around for years, it’s an established technology and many organisations are now on their second, third, fourth or even fifth generation voice recording solution – and therein lies the problem.
When it comes to managing a large call recording estate, the waters have become muddied. Heads of IT are having to deal with call recording systems that span multiple product versions with multiple capture protocols, from multiple vendors (e.g. NICE call recording, Verint or Redbox Recorders) and often in multiple regions – too many multiples to run an efficient operation! Complicated by years of M&A and ‘upgrades’, these are often outmoded and incompatible, which is creating a real dilemma in terms of management, regulatory compliance, costs and operational efficiencies.
It’s a problem that worsens over time, as databases quickly build up to millions, if not billions of recorded calls. And now organisations are left with multiple repositories of siloed data making data coherence impossible unless steps are taken to achieve ‘unification’. Unification of data becomes the essential factor in achieving compliance and operational efficiency – and with most organisations being duty bound to store, manage and audit their voice recordings, regulatory and compliance bodies are expecting more extensive and comprehensive controls to safeguard against misconduct.
Managing the output from just one recording system is hard enough considering the vast number of recordings produced and throw in challenging environments such as end of life product cycles, technology upgrades and product replacements from a different vendor - the situation is exacerbated. Unless remedial action is taken, the problem escalates, and the disparate silos of data means operational management is substandard, hugely inefficient and extremely costly – all to be avoided in a sane world.
Businesses need to be able to generate more value from their voice recording data as well as reduce costs and respond to efficiency demands, so the conundrum keeps on magnifying.
So how can the Head of IT ensure they provide resilient, reliable solutions, manage upgrades, legacy and EOL systems whilst lowering their server footprint and reducing risk?
Driven by market needs and the complex customer challenges they create, Business Systems developed Wordwatch to manage the simplification of call recording management. We used our years of experience and heritage in call recording to develop disruptive technology to:
So how do we do this? Put simply Wordwatch sits over any voice capture system, storing data where you want it, unifying your compliance front end for replay and management. By providing open APIs, businesses can choose the best fit solution for Surveillance, Transcription, Trade Reconstruction or Analytics ensuring their landscape is future proofed. Wordwatch will simply feed any of those applications with the necessary voice data they require.
Think of it as a portal to the important data your business is demanding as and when they need it. It brings together a much-welcomed uniformity of data, management control and auditable access across the entire call recording estate – this is a real boon to those responsible for compliance and even provides a self-service option relieving IT from constantly having to respond to timely demands.
To summarise, Heads of IT have been dealing with their pains, frustrations and challenges around call recording management for some time now and for many, they have been fighting a losing battle around:
With Wordwatch, Heads of IT can now enjoy quantifiable benefits and results such as:
If you want to know more, get in touch – we have some great success stories around legacy management, technology landscape refreshes, compliance extract and cloud analytics which the team would be happy to share!
Publish Date: October 9, 2020 5:00 AM
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
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Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.
Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.
Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
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The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
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INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
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CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
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Our service are at no cost to our customers. We look forward to meeting you!
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Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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You can see the full list of features here:
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
Consilium AWS and Amazon Connect Offering
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Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
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