Call Recording Technology

The size of your organisation should not limit your ability to deliver an outstanding customer experience, is the key message behind NICE’s latest product. The NICE Perform SMB product is based on the advanced NICE Perform platform and targets small to medium contact centres who record up to 100 channels and who seek access to the same top-grade applications as their larger counterparts. Key product features include easily installed and maintained QM applications and total recording of interactions for improved...

Business Systems’ hosting company OPEX has recently invested in technology from Compliant Phones which records both speech and SMS texts from mobile phones. The new technology forms an essential part of the company’s strategy of providing a tamper-proof solution for those organisations where compliance with FSA or best practice regulations are needed. The roll out of these applications is being fuelled by the growing need for organisations to record mobile phones as well as landlines. The drive is coming from...

Mirra Series IV - The cost-conscious buyer... Sales of the Mirra Series IV call recorder launched last year have gone from strength to strength and an updated release of the product is now available. The Mirra IV is a high-quality extension and trunk side recorder for small to medium applications where less than 48 channels of recording are needed at any one site. The recorder provides continuous, uninterrupted recording and is popular with the likes of public safety organisations, transport...

Yes it’s true, we have finally handed in our UK badge and set up a European Partnership Alliance. Working with local systems maintainers across Europe we can now service and support voice recording systems for clients who have systems overseas. It’s been two years in the making and so far has been rolled out to various financial institutes, following this success we are now opening this service up to all clients with systems overseas. Responding to the continued trend for...

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...

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...

01/09/2005 - Business Systems managed to restore an existing call recording solution with the NiceUniverse quality management software solution, for Lifestyle Services Group (LSG) and sister company Policy Administration Services (PAS) in 2008, providing specialist services. Established in 2000, PAS provides mobile phone insurance administration for Phones 4u, one of the largest independent mobile phone retailers in the UK. Based in Crewe, PAS have a 170 strong call centre team dedicated to dealing with both in and out bound calls...

Recently the DTI Information Security Breaches Survey found that despite 99% of large companies having anti-virus software in place, 68% still suffered from virus infection. If your Call Recording system is attached to the network it could well be at risk and you should take steps to protect it. What you should know and do There is no way of knowing how malicious the next virus attack will be or when it is going to happen. Last year's Blaster Worm...

Vocal Recorders takes another step towards providing one of the most comprehensive recording platforms available today with ASC of Germany agreeing to use its technology to power two new elements of the Vocal Recorder range. ASC call their technology 'Evolution' and this name will be continued under the Vocal badge, with the new products shipping from June 1. "The use of this technology can provide further cost savings to many of our customers who are large capacity users, as channel...

"Come on lads, the Wordnets are this way!" For those of you that have 'Wordnet' recorders, this article is dedicated to you. Due to the abrupt withdrawal of the Wordnet series by NICE there has been serious customer concern about the viability of ongoing support to this established product group. BSL have considerable supplies of Wordnet recorders and spare parts for all the Wordnet models whether they be Series 1, 2, or 3's. For our customers situated in the UK...

Linking your recorder to your business data Hearing a customer complaint firsthand or listening to what they are telling you about your service is one of the most useful business analysis tools you can have. Call recording systems provide raw data for this application but can fail to provide sufficient search criteria to find the data that is of real value. Metaphorically, you need to separate the wheat from the chaff. But how? What you essentially want to do is...

This 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 III it...

There should be no doubt in anyone's mind just what's in store for them when they visit the web site www.telephonerecordersdirect.co.uk. In a bold move and in line with customer demand, Business Systems has launched a sister company to provide simple, low cost call recording that can be installed on a DIY basis along with advice on how to get the process right. The target customers are the smaller department or company that only wants to record a few telephones...

When a salesman tells you his proposed system upgrade is a "forklift job" you know what he's really saying is, "throw away what you've got and buy new", yeah right! So what is the commercially astute thing to do and just where is the smart money being spent? In this article, the BSL Monitor shows you there's a Nice alternative at a lower cost; so read on to find out more about Nicelog.... Nicelog users really score because there is...