Call Recording & Compliance: What You Need to Know

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The latest news from the Call Recording Community. Sponsored by SIP Print. Powered by TMCnet.   Feature Articles Call Recording & Compliance: What You Need to Know Call centers today are tasked with not only providing quality customer interactions for businesses but also remaining compliant at all times—even as global growth occurs. Compliance with industry standards may vary from market to market or country to country and because of this, call centers should never assume that they are in compliance. A recent article by Compliance Coach Michael McAlpen writing for CIO, talks about some of these call center compliance traps and what to do about them. UK Business Growth Service Gains a Member in Voxsmart Voxsmart, is reportedly one of the biggest names in mobile call recording tools for the City of London's financial trading market, which is the kind of fuel necessary to go on an international expansion. To make that expansion happen, meanwhile, it joined the Business Growth Service as a means to get access to specialized support types, as well as training, to better join different markets. Is Insurance an Option for Call Recording Class Action Suits? We all know the value of call recording, whether as a training tool, a customer service assistance tool or as a means to protect against lawsuits. But call recordings, when gathered contrary to the various laws that govern such tools, can be just as dangerous as they are useful. That's got some companies considering whether or not insurance would be useful in a scenario in which a law was violated. Broadvoice Launches Hosted PBX Call Recording Hosted voice and telecommunications provider Broadvoice has launched call recording as part of its cloud PBX and unified communications suite. Veridian Solutions to Offer Verint WFO and Speech Analytics Solutions in Australia Contact centers are a very important nexus for organizations between their products and customers. The information collected during the interactions consumers have with agents can prove to be of great value for product development, market sentiment, customer satisfaction and more. DealerSocket Adds Click to Call Functionality to Century Interactive Certain things are highly prized in the sales field, and thus by most every business which actively pursues its sales. Call recording systems certainly qualify along with customer relationship management (CRM) tools. Another tool, click-to-call - which allows users to start a voice conversation via a click from a website, is also increasing in popularity for the sales arsenal.

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