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Communication Solutions

• Communications Overview
• IP Telephony
• Video Conferencing
• Unified Communications
• Management
• Call Recording
• Integration

What our clients say

Call Recording

We hear it all the time: "your call may be recorded for monitoring or training purposes". More and more organisations are recording calls either because they are mandated to do so by a regulatory body or they wish to do so to improve customer service delivery.

Using call recorders to capture all the calls that your business makes, ensures you conform to legal requirements in relevant markets and can assist in the training and development of your employees.

• Industry-specific: Financial Services Authority (FSA) rules for treating customers fairly
• Transaction-specific: Payment Card Industry (PCI) rules for taking credit card payments over the phone
• Resolution-specific: finding out what really happened following a customer complaint
• Training-specific: ensuring that service personnel use new, trained-upon methods

• Service-specific:  adding a qualitative element to service level monitoring

Our range of call recorders have full integration with the majority of systems, allowing a greater flow of information relating to calls that can be used to start and stop calls and add details to the call database.  Comprehensive security systems ensure the right people have access to calls and this can be set as strict as required.

• Native integration with our IP telephony offerings
• Trunk-side or extension-side recording - dependent upon your needs
• Traditional, IP or hybrid telephony platform recording
• Mobile call recording - e.g. for new FSA regulatory requirements
• Easy archiving & retrieval, with transaction and incidence integration