Solutions for all types of telephone system. 

Stricter regulations in many industry sectors dictate the need for a call recording solution. Calls need to be recorded for training, quality and legal purposes and they need to be easily retrieved and auditable.

We can provide call recording as part of a new telephone system or we can integrate it into an existing system. We use Avaya’s and Panasonic’s own software and we also provide CommSoft call recording solutions. Our recommendation is based on the type of telephone system already in place and the exact requirements relating to volume of calls which need recording and other specific functionality needed.

• CommSoft

Regardless of which solution is chosen, there are some generic benefits to using call recording:

• Call quality and staff performance can be easily monitored

• Training needs can be addressed quickly and call centre efficiency improved

• Customer disputes can be resolved with ease

• Customer service and retention is increased

• Full audit trail of all calls

Some generic features of call recording solutions include:

• A unique reference for the recording

• The start date and time

• The duration of the recording

• The name and number of the parties on the call-where this was available to IP Office (through ANI, CLI or DNIS) at the time of the call

• The direction of the call (incoming, outgoing, or internal)

• The owner of the call recording

• The target or dialed number, which may be different from the number that actually took the call

All calls are searchable through an intuitive desktop interface making it quick and easy to retrieve exactly what is required.

For more information or to discuss your call recording requirements, call us on 01453 - 829251.