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Can your Call Recorder do This? - OrecX - ContactCenterWorld.com Blog

Can your Call Recorder do This?

Like just about everything in life, sometimes it makes sense to make a change - sometimes for sheer betterment and sometimes simply to try something new. It doesn't mean you made a mistake. It could just mean that something better comes along. This is certainly the case with call recording software. No two are created equal, and some have capabilities others simply can't match. 

Your current business call recording solution may be doing a nice job at capturing your customer calls, but there could be limitations that keep you from getting the very most out of your customer interactions - like discovering customer insight, sales and marketing trends, compliance issues, dispute resolution evidence, workflow disruptions, agent performance issues, etc.

To be sure you're current total call recording solution is up to the task, ask yourself if your software can do the following:

  1. Record your calls on separate channels - that is both parties are captured on separate tracks so they can be distinctly heard without over-talk - this helps power highly accurate transcription and speech analytics to maximize rich discovery of customer intelligence. 
  2. Integrate 3rd party data sources (CRM,, analytics, etc.) with your call recording audio and meta data (using a common, standard REST API for simple integration) to gain a 360-degree view of the customer.  
  3. Easily record calls centrally across all your distributed locations regardless of the varying telephony infrastructure and business/technical requirements from site to site - this helps management gain a single, integrated view of interaction quality and customer intelligence across teams and regions.
  4. Continuously improve features, functionality, security and interoperability from extensive peer reviews, iterations and enhancements from a global user community.
  5. Record calls using open source SIPREC, which requires configuration of only the traffic you need to record, is extremely scalable to thousands of concurrent calls and offers auto-provisioning of users.
  6. Run in parallel with any existing recording system so you do not have to disrupt your current audio capture environment while gaining much-needed interoperability and functionality. 

If your audio capture system cannot do one or several of these things, it may be time to take a look at OrecX. 

Source: https://blog.orecx.com/blog/can-your-call-recorder-do-this

Publish Date: July 29, 2021


2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 



View more from OrecX

Recent Blog Posts:
Does your Call Recorder Prime or Prevent Analytics?March 23, 2023
Call Recording Compliance with Dodd-Frank, PCI, MiFID II, HIPAA, and CMSJanuary 27, 2023
8 Questions to Ask a Prospective Recording VendorDecember 9, 2022
Call Recorder or Recording Engine? Which do you Need?March 14, 2022
Call Recording Insights from Steve KaiserJanuary 3, 2022
Recording VoIP Traffic via Port Mirroring SwitchOctober 27, 2021
10 Advantages of Cloud RecordingSeptember 28, 2021
VICIdial Open Source Call RecordingAugust 24, 2021
Call Recording for Comcast Business VoiceEdgeAugust 17, 2021
Can your Call Recorder do This?July 29, 2021

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