Call Recording Technology

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...

Tele-conferencing is a well-established business tool and adding 'call recording' to it makes it even better. 'Vocal Conference' requires no hardware or software; it's a virtual recording service that sits in the network as part of the teleconferencing bridge and that brings a whole raft of benefits to you the user. Firstly, because it's a service there is no capital cost, the charge is 'pennies' on a per-minute basis and part of the overall conference charge. Secondly, because it's in...

Nicecall Focus III is NICE’s 3rd generation of the Nicecall and they have put a lot of effort into giving the market a useable product, which competes well against other comparable mid range solutions such as the VocalPro. In the past NICE have been in a dilemma as to how many features to put into their smaller system and how many to leave out so that it does not detract from its big brother the Nicelog; with the NiceCall Focus...

[Last Updated: September 2016] What can go wrong and why? If you haven't heard of 'silent noise' or the problems it can cause, here is a quick overview. Silent noise is sub-audible activity on a telephone line also referred to as ‘mains-hum’. You can’t hear it but telephone systems and call recorders can. If your call recorder is set to record when it hears conversation activity on the line, it can also kick into record when it hears silent noise...

A smart tool for financial organisations is a clever little software application from NICE Systems; it uses the latest voice biometrics technology to produce ‘voiceprints’ which help differentiate between bonafide and fraudulent telephone calls. The software is an ‘add-on’ to the existing Call Recording solution and runs on an industry standard server. How does it work? The software creates a voiceprint by analysing a recorded call and extracts the speaker’s unique voice characteristics; it then compares the voice print to...

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...

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...

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...

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,...

The biggest news this month by far is the release of Nice Perform Version 9. If you haven't heard about this all singing all dancing new recording platform from Nice, then catch a glimpse at either Call Centre Expo or the City of London Call Recording Showcase (London, November 30). If you can't make either of these dates, contact your Account Manager or alternatively, we can arrange this for you, just Email us at [email protected]. Just some key highlights of...