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Great news from NICE about a new add-on for customers. A neat little piece of software which enables quick, simple replay of the last call or recent calls within the last 24 hours at the touch of a button. The software offers an extremely fast, simple, recognisable replay panel (shown in picture) from which anyone with little or no training can have access to just their own calls. This tool is ideal for operatives needing to quickly verify information from...

...to provide better customer service Wessex Water serves the south west of England, treating and supplying drinking water and providing sewerage services to about 3.7 million people. Committed to providing the highest standards in customer service, the company offers its customers service guarantees. In order to monitor and measure that this service is being delivered, Wessex Water records telephone calls to and from their operational customer services call centre. Whilst updating their telephony system, Wessex Water researched the market place...

The Editor steps in... The Monitor regrets to inform its readers that it has lost contact with the intrepid News Hound after he ventured out on the trail of a rare Voice Recording specimen believed to be somewhere in the frozen north a little east of Milton Keynes. The Monitor can confirm that despite the wishful thinking of some members of the editorial team, the rumour that the News Hound is being held captive by terrorists is untrue. Neither is...

Business Systems Applications Development Team are working with a number of customers presently to enhance the way they use their call recorders. An example of this is a new application, which can save the need to purchase replay software licenses for all call centre representatives. The application provides a link between the call recorder and the customers CRM application. A unique call-reference number is taken from the call recorder and inserted into the CRM application. When an agent needs to...

In December 2003, we launched the Vocal Professional Range, offering high functionality big box recording at an affordable price. One year on with dozens of new customers, who have opted for this new open-platform method of recording, we take a look at some of the exciting new enhancements. Mass Storage Facility Full Integration is now available on Vocal Recorders with EMC Centera Content Addressed Storage (CAS) solution. EMC Centera represents an entirely new software-driven storage architecture specifically designed to offer...

Of all the applications and technologies exhibited at the recent Call Recording Showcase in the City last December, the hottest new recording service that captured most attention was VocalMobile. VocalMobile closes a long-standing corporate loophole by providing a feasible and effective method for recording mobile telephone conversations. By delivering user-controlled recording as well as web-based access to the resulting sound files, this new offering from Business Systems further strengthens our commitment to providing high quality recording solutions to organisations, across...

Not a year goes by without various customer requests for 'word-recognition' or 'word-spotting'; so where is this technology today and can I have it on my Call Recording system? The answer is 'beware of the hype'; this technology is around but it's expensive, inaccurate and will probably not deliver the results you imagine you may get. IVR systems have been trying to get Word Recognition working for the last couple of decades with only very mediocre success (as anyone who...

There are some who might say that 'Murphy's Law' was written specifically for Call Recording installations and there are others who would say that Murphy was far too much of an optimist. One thing is certain though; the correct installation and implementation of a call recording system can be far more complex than many people expect. Our new column, the Project Manager's Casebook, is written to help our readers by warning them about some of the pitfalls that are just...

In parallel with the Exhibition, Business Systems hosted a specialist conference focusing on techniques and technology to improve performance in contact centres. Judy Smyth from the Call Centre Association (CCA) started the conference with a keynote speech that highlighted the most pressing issues for contact centre managers. One common challenge for call centre managers was the need to secure support and involvement at board level. History shows that without board involvement, operational targets and standards are at risk of not...

Business Systems provides the best independent Call Recording Showcase at two superb venues:- Call Centre Expo and the City of London. To see the next generation of Call Recording technology and how it is set to change the way we work, you can catch a glimpse at the most exciting product launches to date at the forthcoming Call Centre Expo, (NEC, Birmingham, 28th and 29th September) and, at the City of London Call Recording Showcase (London, 30th November). Nice's very...

VocalMobile Total Plan:- This service enables the recording of both incoming and outgoing calls to a mobile telephone. The VocalMobile Total Plan is ideal for organisations that need to comply with FSA or other regulatory bodies because it ensures the capture of all calls and becomes an invaluable audit tool. Business Systems handles the entire implementation of this service. VocalMobile Total Plan works with industry standard symbian compliant mobile phones; most new mobiles are symbian compliant but if yours aren't,...

... to improve training, increase sales and productivity The Eurotunnel Contact Centre in Folkstone, Kent, handles all customer enquiries for Eurotunnel's passenger shuttle service, the 35-minute roll-on/roll-off train service that operates through the Channel Tunnel between Folkestone and Calais. 120 full-time staff provide multi-lingual telephone support to one million callers every year from across Europe. Staff are required to deal with a variety of travel enquiries, provide telephone support to on-line customers and take sales directly over the telephone. The...