Call recording is an essential part of
call center solution for liability management, quality assurance, regulatory requirements, and security issues. Most of the organisations wish to record all or maximum number of their calls. Here software based IP recording comes as a blessing as it is very cost effective for it does not need to tap phone lines and needs fewer servers. It captures voice and data packets from a span (or mirroring) port.
With IP telephony, call centers can look forward to reducing overhead costs, facilitate flexible scheduling needs and select best from larger pool of skilled agents- by breaking all barriers that geographical boundaries create.
IP recording and centralized call quality management and coaching not only ensures quality control, but even provides brand protection. It is ideal for organisations with multiple remote location branch offices and agents operating from home. A call center can easily administer the entire system from anywhere on the network besides it is cost saving as it rules out expenses on installation, management, and administration of the system at every remote location.
Operational through web an advanced VoIP recording allows the authorized personnel to login and monitor calls across multiple locations from anywhere in the world.
It is far better than traditional as when moves are essential, IP call recording solutions only require software licenses and point-and-click configuration. While, in traditional TDM, every change is expensive, complex and time consuming which calls for modification of wiring , PBX programming to capture audio.
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