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Audio Recording is all about Control - Are you in Control? - OrecX - ContactCenterWorld.com Blog

Audio Recording is all about Control - Are you in Control?

The primary goal of voice recording in today's contact centers - for many - is to capture customer interactions and then feed them to a transcription and analysis engine to uncover key words and phrases that indicate underperforming agents, distressed customers, compliance infractions, etc.  In order to be able to perform these functions, contact centers must be able to freely and readily access their voice data without impedance from the voice recording vendor.

Many recording vendors restrict access to voice and associated meta data or charge for it. Others output the data in a proprietary format that makes it difficult to share it with 3rd party apps for transcription, analysis, biometrics, and so on. 

In short, you want to be in control of the recording application itself and have access to your recordings and what you can do with them once you gain access. And perhaps equally as important, you don't want to have to pay additional money to access your recordings. They're yours after all, and you should have unbridled access to them, whenever you want them. Better yet, you want them in real time so there is no delay in audio processing. Analyzing a call two days later and determining a customer may be in distress, is too late. You want that data immediately so you can thwart customer defections before they occur. The same goes for underperforming agents. You want to be able to pinpoint those shortcomings and provide adequate training right away.

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The most versatile audio capture solution providers today offer a REST API to provide complete control over all aspects of the application within the existing platform framework or with third party applications. Does your vendor offer this?

In order to determine how much control you have over your voice recording application and the level of access you have to your voice data, try asking yourself these questions:

  1. What is the process and timeframe for accessing your voice recordings and associated meta data?
  2. Does your vendor charge for access? If so, how much?
  3. Is your voice data shared with you in a proprietary or open format?
  4. How quickly and easily can your voice data be ported over to your speech analytics, voice biometrics and customer experience applications?
  5. Am I able to capture voice audio in both single and multi-tenant environments?
  6. Can I capture voice audio across my organization in cloud, premise and hybrid environments?

Don't stand by and let your audio recording vendor's inflexibility hamper your analytics efforts. Solutions do exist that provide the open capabilities you need to best compete today. 

Source: https://blog.orecx.com/blog/audio-recording-is-all-about-control-are-you-in-control

Publish Date: March 29, 2021


2022 Buyers Guide Automated Call Distributors

 
1.) 
Premium Listing
Call Center Studio

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.


2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



View more from OrecX

Recent Blog Posts:
Call Recorder or Recording Engine? Which do you Need?March 14, 2022
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Recording VoIP Traffic via Port Mirroring SwitchOctober 27, 2021
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VICIdial Open Source Call RecordingAugust 24, 2021
Call Recording for Comcast Business VoiceEdgeAugust 17, 2021
Can your Call Recorder do This?July 29, 2021
"Open" Audio CaptureJune 10, 2021
Importance of Tech-Agnostic Audio Capture for Complex, Multi-Site EnvironmentsApril 7, 2021
Audio Recording is all about Control - Are you in Control?March 29, 2021

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