The evolution of recording platforms and their increasing relevancy to transaction and interaction based customer communications has created substantial opportunity for expanded OEM relationships.
As the evolution of the multichannel contact center and marketing operations teams for large corporations continues, the relevance of integrating these best of breed channel based solutions is growing.
The tightest possible link between recording platforms, IVR’s Queue’s, CTI application’s, CRM’s and BI tools is the best way to ensure an optimum customer interaction.
To this end CTI Group will continue to expand our market leadership stance through increasing our extensive OEM portfolio to deliver increased compatibility with the best of breed solutions in these areas.
CTI Group has become a valued and trusted provider in the recording of voice interactions. Now, with the SmartInteraction Suite, we deliver the means for carriers and service providers to make those recordings actionable.
There are many applications used in the process of gaining customer intelligence, and many reasons to do so. The most underutilized of these forms is the call recorder companies utilize for regulatory purposes.
SmartInteraction Suite enables telco service providers to deploy, operate and support the best possible solution while protecting profit margins.
The SmartInteraction Suite delivers the means for companies large and small, hosted or enterprise contact centers, to make those recordings actionable. The enhanced toolsets of the SmartInteraction Suite extend the value of call recordings. More and more everyday businesses are recognizing value far beyond the regulatory protection provided by a call recorder, as they discover the mining of these calls reveals tremendous customer insight.
It’s not just about expanding the ROI of a call recording investment, it’s about expanding your customer intelligence.
Don’t just record because you have to; record because you want to know what customers think and say to your employees.
Due to the recent downturn in the economy and discovery that some traders had allegedly acted unscrupulously, stricter regulations are being put in place for traders to verify the ethical behavior of the individual and the firm as a whole. In reality, these regulations are not isolated to financial traders but also include other forms of trading; energy, oil and gas, etc.
Trading organizations from the large to the boutique need to put into place processes that will help them to comply with these regulations, provide transparency to the regulated process, and deliver a standardized reporting mechanism. Call recording solutions are not just about providing proof or evidence after the fact, rather, they provide the architecture and tools to Monitor. Measure. Manage. your regulatory programs in a proactive manner.
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