Call Logging Trends

Not so long ago, Call Logging was generally perceived to be nothing more than a basic function implemented by contact centers to meet compliance regulations and liability requirements.  Soon it became apparent that recorded interactions were also useful for evaluating agent quality and for training new agents.  However, with the advent of full-time Call Logging solutions and the availability of cheap, efficient storage strategies, the true value of recorded interactions began to become known.  Recorded interactions between agents and customers are a veritable gold mine of business intelligence, yielding insights into agent performance, product or service perception, and customer satisfaction.  Intelligence garnered from customer interactions can be used to improve managerial decisions and investments made by strategic-level departments such as sales, marketing, human resources, research and development, finance, or operations.

Today, organizations worldwide are realizing that in order to maximize performance, they need to be able to capture as much information as possible.  Full-time Call Logging with 100 percent records retention (or selective retention based on business rules) provides an accurate representation of activities as well as insurance for compliance and liability management.

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Activ! Voice™ is the most reliable, flexible, and feature-rich call recording software solution available today. This award-winning technology integrates seamlessly into a wide range of network configurations and TDM and Voice over IP telephony environments - in any combination.
The Activ! Voice solution is fully scalable from four to an unlimited number of recording channels, and provides seamless integration with most major telephone systems including Avaya, Cisco, Nortel, Aspect, NEC, Siemens, Inter-Tel, Mitel, Alcatel, and many others.

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