Welcome to the Enterprise Call Recording Community
CallCopy - Enterprise Call Recording and Contact Center Solutions
Welcome to the Enterprise Call Recording community sponsored by CallCopy, a leading provider of innovative call recording and contact center solutions. Enterprise call recording plays a vital role for organizations looking to improve customer satisfaction and retention, increase productivity and ensure corporate governance and regulatory compliance. The Enterprise Call Recording community brings together the latest news, case studies, whitepapers and other educational materials for industry professionals who want to learn more about enterprise call recording.
CallCopy is one of the fastest growing companies in the industry, delivering award-winning, enterprise-proven solutions to organizations of all sizes and industries across the globe. CallCopy empowers these organizations to gather business intelligence, which is leveraged to maximize operational performance, reduce liability, achieve regulatory compliance and increase customer satisfaction.
Enterprise Call Recording Featured Articles
800response Launches CallFinder, Brings Speech Analytics to Smaller Businesses
Telecommunications solutions and marketing technology toll provider, 800response announced Monday that it has launched CallFinder, a Web-based speech analytics software solution aimed at the small to medium-sized business (SMB) market.
05/15/2012
OAISYS Broadens Spectrum of Contact Center Recording Deployment Options
While the way companies and customers can interact today has multiplied in recent years - almost to a dizzying degree - call center solutions haven't been as quick to catch up. Many contact center technology companies are moving forward to address th…
05/15/2012
TMCnet Enterprise Call Recording Week in Review
Welcome to the latest edition of TMCnet's Enterprise Call Recording Week in Review - where you'll find a brief rundown of all the top stories from this past week related to recording phone calls in the enterprise space.
05/12/2012
Better Enterprise Call Recording with cc:Discover v5.0 from CallCopy
Columbus, OH-based CallCopy offers a WFO suite, cc: Discover that makes it possible for organizations to better use business intelligence and ensure optimal satisfaction is achieved. Tools offered in the suite include integrated call recording, speec…
05/09/2012
Cisco's New API is Geared to Take on Fraudsters
Call fraud is a huge problem worldwide; with some estimates suggesting as much as $40 billion a year is lost to fraud. So it's not a surprise to see Cisco create at least some solution to this multi-billion dollar problem in the form of a new API, ge…
05/08/2012
Intelecom and Cloud9 Business Analytics Partner in the Cloud
Cloud-based contact center solutions provider, Intelecom is announcing this week that it will be partnering with call recording and quality monitoring company, Cloud9 Business Analytics Ltd. The goal is to provide customers with a fully integrated an…
05/07/2012
GGL Introduces PacketScan for Phone Monitoring
Customer relations are essential for any company. GGL Communications, Inc. developed a monitoring service to help companies put their minds at ease over the issue. The PacketScan is now available with advanced features compared to other monitoring se…
05/07/2012
FBI Meet with Gov't, Internet Giants to Pursue New Online Wiretapping Policies
The battle between the government, some of the Internet's biggest Web sites and their users just took a rather unusual turn.
A new report claims the FBI has formally asked several of the biggest tech companies not to fight against a possible rule…
05/07/2012
Enterprise Call Recording Industry News
Online Shopping Giant MyReviewsNow.net Adds New 'Designer Marque' Store for Handbags, Gifts and More
05/16/2012
Elite Email Has Learned That Newt Gingrich's Defeated Presidential Campaign Violated Email Marketing Best Practices and Supports Spamming
05/16/2012
Research Finds More Than Half of Online Australians Interacting with Brands on Facebook
05/16/2012
The Great Online Launches The Social Media Manager Package
05/16/2012
Horton Group Logo Re-design Contest in Full Swing
05/16/2012
Gary Halbert, Direct Response Copywriter, Lives on Through Doberman Dan's Newsletter
05/16/2012
Twitter acquires team and technology from RestEngine
05/15/2012
Lions Bay Media Named One of Canada's Top 250 Technology Companies for Second Year
05/15/2012
Enterprise Call Recording Whitepapers
- Using Business Intelligence to Transform Yourself into a Contact Center Hero
Contact centers are the front line of customer interactions. Learn how speech and desktop analytics can uncover hidden business intelligence. - Capturing Voice of the Customer
Explore how voice of the customer (VoC) provides insight into how customers judge agents and whether their expectations were met. - Call Recording and PCI v2.0 Compliance
Learn how PCI DSS impacts call recording, and what you can do to ensure you operate in compliance with the PCI DSS v2.0. - 10 Secrets to Boosting First Call Resolution
Look at why contact centers should implement FCR as an essential KPI and examine the challenges associated with doing so. - "This Call May Be Recorded…" Legal Issues Related to Call Recording
Explore the legal issues to consider when implementing a recording program.
Enterprise Call Recording Case Studies
- Mohawk Industries
This case study looks at how Mohawk was able to improve employee/customer satisfaction, AHT and FCR by leveraging a CallCopy solution. - Elgia, Inc.
This case study looks at how Elgia is able to provide superior on-brand experience support by leveraging a CallCopy solution. - Elderhostel - A Worthwhile Excursion Into Call Recording
This article outlines Elderhostel's implementation of a CallCopy call recording and quality monitoring solution.
Enterprise Call Recording Resources
- DMG Consulting's 2010-2011 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report
This excerpt draws on results from DMG Consulting's 2010–2011 Market Report to assess how current users rate market leaders on product, implementation, support, professional services and training. - The Inner Circle Guide to Speech Analytics
Detailed and realistic analysis of the benefits of speech analytics, as well as the technology, implementation best practices, ROI model building, expected results and the market landscape. - Contact Center QA Guide: Building a World-Class Quality Assurance Program
95 pages of best practices, sample forms and tips for building and running a QA program.
Enterprise Call Recording Webinars
- Analytics in the Contact Center
Contact centers are the front line of customer interactions, and contain vast amounts of information. However, the challenge this presents is how to sift through all of this information to find the key pieces of business intelligence that can be benefit the organization. - Revitalizing Your Quality Initiative
In this session, we discuss best practices for taking your stagnant quality program to the next level. We'll look at the ways that technologies such as speech and desktop analytics, customer surveys and workflow automation can be used to greatly improve your QA program. - A Roadmap to PCI Compliance
In this webinar, we clarify the true impact of PCI on call recording today, and look at the PCI Security Standards Council’s new guidelines on Protecting Telephone-based Payment Card Data.