Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Today’s Call Recording Challenges - Wilmac Company - ContactCenterWorld.com Blog

Today’s Call Recording Challenges

The recent changes in the call recording industry, along with the increase in government regulations, has forced organizations to change their approach to designing, installing, and most importantly, supporting their call recording systems.

Call recording systems have made great improvements, which in turn have made them more technically complex:

  • Shift from hardware to software
  • Move from TDM to VoIP
  • Introduction of databases as a central component of these systems

This has created a challenge for organizations. While internal IT resources used to be able to provide sufficient support for call recording systems, today’s systems require more specialized knowledge and maintenance than internal IT teams have the bandwidth to handle. What worked in the past is no longer feasible, and the importance of these systems for compliance and risk mitigation has increased significantly.

An additional challenge is finding outside support for these systems. While it seems as if the manufacturer would be the best option for support, this is oftentimes not the case. While manufacturers are experts on their products, they are too far removed from the day to day business of the end user to provide adequate support and are oftentimes unresponsive or provide subpar service. Many organizations are turning to third party support providers to ensure that their call recording systems remain compliant and work efficiently. 

Source: http://www.wilmacco.com/blog/2015/11/24/today-s-call-recording-challenges

Publish Date: November 24, 2015 5:00 AM


2020 Buyers Guide Visual Communications

 
1.) 
Chatvisor

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 



View more from Wilmac Company

Recent Blog Posts:
Environmental Changes That Can Impact Call RecordingMay 15, 2017 5:00 AM
Choosing A NG9-1-1 Recording Partner: 6 Factors to ConsiderMarch 6, 2017 5:00 AM
Big Banks & Call Recording: How Technology Can HelpFebruary 6, 2017 5:00 AM
Speech Analytics and Quality MonitoringJanuary 23, 2017 5:00 AM
How to Plan for a Recording System UpgradeJanuary 9, 2017 5:00 AM
Improving Your Recording Environment Starts with a Wilmac AssessmentOctober 10, 2016 5:00 AM
Wilmac Support for NICE SystemsSeptember 6, 2016 5:00 AM
NICE Inform: What Makes It the Industry Leader?August 22, 2016 5:00 AM
PCI & Your Call Recording SystemJune 28, 2016 5:00 AM
Technology Is Important, but People Still Have a PlaceJune 2, 2016 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10287 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =