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6 Important Criteria when Selecting a Skype for Business Recorder - Numonix - ContactCenterWorld.com Blog

6 Important Criteria when Selecting a Skype for Business Recorder

Skype for Business does not have a full-featured recorder built into the application. If you require robust capabilities, you need to consider an integrated, Microsoft Certified recording solution.

Criteria to look for:
  • Types of recording – The different types of recording you can choose from includes centralized recording of Internal, PSTN, Conference, Remote Agent, Mobile or Federated Voice, Video and Chat.
  • Recording methods – The three methods of data capture for S4B are Edge Server Model, Media Relay and Standard packet Capture Service.
  • Interoperability – There are an endless number of Lync and S4B versions still in use today, as well as versions for Windows, Mac, Office365 and so on. If you have multiple sites using various versions, you want to be sure your recorder can capture all of them, simultaneously. If your recorder has limitations on which versions it can properly record, this can cause significant problems for you.
    Version Examples:
    • Lync 2011 for Mac OS X Version 14.0.7
    • Windows Skype for Business 2015 client 15.0.4
    • Skype for Business 2016 (Office 365 version) on Windows 16.0.6
    • Windows Lync 2010 client 4.0.7
    • Lync for Mac 2011 client 14.4.1
    • Microsoft Lync 2013 6.0.8
    • Skype for Business on Android
    • Skype for Business on iOS
    • Skype for Windows 7.16
    • Skype for Mac 7.18
    • Skype for Linux Alpha
  • Codec Examples:
    • 264 SVC codec
    • wideband RTAudio.codec
    • 711 audio codec
    • 722 wideband audio codec
    • 726 Adaptive Differential Pulse Code Modulation (ADPCM) codec
    • Out-of-band Forward Error Correction (FEC) audio payload codec
    • (121)
    • RTAudio Narrowband
    • 323 Pulse Code Modulation Codec PCMU G.711 codec
    • 711 u-law codec
  • Deployment – You need a recording solution which supports your specific environment, whether you have two locations or 25 spread across the globe. It is important to have centralized management, storage and playback of recordings in order to standardize for quality and risk mitigation across your organization. Therefore, make sure the recorder can support various types of deployments (single-site, multi-site, regional, geographic), whether you require them all today or may in the future.
  • Data visualization/intelligence – To help you assess agent performance and monitor and measure customer service performance, you need metrics and reporting data from your recordings. Some recording systems provide rudimentary reporting capabilities – think Excel. This is not what you want. You need visualization tools that bring your interaction data to life so you can easily identify:
    • Agent skill deficiencies
    • Root causes of workflow delays
    • Customers at risk of defecting
    • Sales and marketing intelligence
    • Competitive intelligence
    • Under-performing agents
    • Workforce requirements
  • You can uncover this type of business information with push-enabled, customizable dashboards and widgets which let you choose what information is displayed and in what format. With this intelligence at your fingertips, you will be able to make highly informed decisions which impact performance in the areas of customer service, sales and marketing.
  • Security – You record calls to support a variety of critical business functions, and some of your interactions contain personally identifiable information such as credit card numbers, pin numbers, social security numbers and so on. You want to be able to restrict access and playback of these sensitive interactions to only authorized staff. For example, you might want to restrict calls based on various permission-based user profiles, such as:
    • Agents who are authorized to take credit card calls
    • Supervisors from the accounting department
    • Quality assurance supervisors
    • Customer rescue team
    • Compliance personnel

Source: https://numonixrecording.com/blog/6-important-criteria-when-selecting-a-skype-for-business-recorder/

Publish Date: November 28, 2018


2022 Buyers Guide Consultancies

 
1.) 
3D Vision Consulting

. Contact Center setup, management and transformation across all key components including Vision & Strategy, People, Technology, Quality, Processes, Communication and Facilities.
• Customer Experience strategy, design and implementation across multiple delivery channels.
• Design and implementation of full-cycle Ticket/Complaint Management Process/System.
• Develop Customer Satisfaction, Staff Satisfaction and Staff Motivation strategy and programs.
• Develop end-to-end Business Processes, efficient SOPs and well-structured SLAs.
• Build modern customer communication channels including Live Chat, AI Chat Bots, WhatsApp and Social Media Integration.
• Design Sales/Telesales structure, p...
(read more)

2.) 
Call Center Masters

Giving consulting services to call centers

3.) 
CC-CMM Certification Institute

CC-CMM Certification

4.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.

5.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

6.) Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines

7.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.

8.) 
ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations

9.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.

10.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

11.) 
Outsourcing Solutions

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

12.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

13.) 
Pelorus Associates

Marketing Communications
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.

14.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

15.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

16.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

17.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
 



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