Call Recording Technology

Most Business Systems clients regularly carry out internal changes which result in a call recording MAC (Moves, Additions and Change) request. This results in the requirement to make changes to their voice recording system, usually adding new extension users who require voice recording, or in a recession removing staff who are no longer there! This is a simple task for our engineers to carry out but is reliant on receiving the correct information from our customers. To complete the work...

The VocalPro range has complemented the Business Systems portfolio for several years and is the source of some notable case studies including Air Products, Frendoc and Northern Doctors Urgent Care For those of you not familiar with the range it is aimed at the small to medium-sized enterprise covering all markets including call centre, financial trading floor and public safety. The latest version now comes complete with new features designed to simplify integration with a variety of environments thanks to...

for call recording solution... Frendoc has achieved significant productivity gains by replacing their media based call recorder with a VocalCompactPro secure recording server. Operating “out of-hours” they chose Business Systems for the replacement system and 24/7 support. Frendoc is a “GP Cooperative” which came into being to provide patient-care outside of normal working hours in and around the Bristol area. In conjunction with Primary Care Trusts each GP surgery in the Frendoc group has responsibility for ensuring that patients can...

With the last vestiges of Winter behind us (well nearly) it’s time to consider the impact that the first clock change of the year has on voice recording systems. In the realms of voice recording the importance of the biannual clock change should not be underestimated. The timestamp for an audio recording is one of it’s most important attributes. Consider the implications where a recording is being used for compliance, regulatory or legal purposes and the timestamp is adrift by...

Air Products Healthcare is a division of one of the largest industrial and medical gases companies in the world. Today, Air Products is the largest provider of the NHS Home Oxygen Service, looking after all the Home Oxygen needs of over 47,000 patients in the UK, operating across the North West, Yorkshire & Humberside, East Midlands, West Midlands, Wales and North London. Based in Crewe, Cheshire, the Air Products call centre is staffed by over 40 advisors who take inbound...

[Last Updated: October 2016] Whilst voice recording is still considered a ‘black box’ technology in some areas, in reality the servers will more often than not have a core platform based on an off the shelf operating system. When integrated into an organisation’s network, consideration must be made as to how these servers will be managed in order to minimise any security or vulnerability threats. If your company has an existing security policy, due diligence must be followed to ensure...

If you have not already heard the term you will soon, as marketing and PR campaigns go into over-drive at this years Call Centre Expo. Billed as the new approach to running the contact centre the NICE SmartCenter™ aims to address the entire range of contact centre issues – from operational, such as service level and handle time, to strategic issues, including customer satisfaction and first call resolution. This is a new approach, as inherently solutions have tended to focus...

Operating for over 15 years, Abbey Legal Protection (ALP) is a business-to-business insurance provider specialising in the delivery of legal protection products and services. Supporting employers against potential legal action from employees and 3rd party contract disputes, ALP mitigate insurance claims by giving guidance and advice. ALP wanted to implement a Call Recording solution aimed at improving the quality of service provided to their clients. Handling over 1,000 calls per day, agents identify whether the call is commercial or employment...

Do you want more choice when choosing a call recorder? Business Systems is enhancing its small recorder range with the addition of the new Mirra Series IV product. This new Call Recording system records up to 48 channels and has as standard 8kb/s and 64kb/s compression. The technical among you will be pleased to note that similar to our Vocal EvoLite, the Mirra Series IV has a Linux operating system, meaning a more reliable and resilient system for mission critical...

Imagine this scenario, this is not a ‘TV courtroom drama’, this is your own organisation and you have a real ‘situation’. A recording of the contentious telephone conversation has been found and it proves without a doubt that the other party is in the wrong and your people are in the clear. “Yes”, you say; “we have a result”, but then the doubt starts to build; this call is the only piece of concrete evidence you have to support your...

At Call Centre Expo, Business Systems will be demonstrating the latest modules and enhancements to NICE’s flagship solution, NICE Perform including:- Centralised VoIP recording The NICE Perform Compliance Suite, launched in July 2006 will be shown. This includes a new VoIP gateway, which by providing a centralised recording solution replaces the need to have recording units in each branch. The new solution is able to capture high volumes of interactions via IP trunks, supporting TDM, hybrid and VoIP environments. Workforce...

...more efficient CEMEX is a global building solutions company and leading supplier of cement, ready-mixed concrete and aggregates. CEMEX decided that expanding their use of call recording at two sales and shipping distribution sites, Colchester and Nottingham, could greatly benefit the business by enabling networking capability and improving access to calls. These sites house a combined total of 55 agents. As Business Systems offer a choice of recording systems from different manufacturers, the company was uniquely able to supply and...