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Call Center Solutions Featured Article

Why Call Recording is Essential for the Call Center


February 27, 2013

  By Susan J. Campbell, TMCnet Contributing Editor
 


ASC (News - Alert) telecom AG has enabled the successful implementation of a new recording solution for Credit Agricole Cheuvreux (CA (News - Alert) Cheuvreux), designed to handle the diverse media inherent in an Alcatel-Lucent (News - Alert) communications environment. As a result, CA Cheuvreux will enjoy centralized management while supporting its 15 global subsidiaries.


According to this Call Centre Clinic report, the system is built with a priority focus on disaster recovery and high business continuity in all components and architecture, something that continues to take priority in call center solutions. The system is completely compatible with Alcatel-Lucent’s OmniPCX Enterprise Communication Server, providing active and passive VoIP recording for as many as 280 concurrent channels per server. 

Dr. Frank Schaffrath, CEO of ASC, said, “Our implementation for CA (News - Alert) Cheuvreux represents an amazing example of our ability, in tandem with Alcatel-Lucent, to centralize communications recording for a diverse global organization, achieving increased efficiency and cost savings as a result. Even more important, the system’s scalable and fail-safe architecture makes it ideal for financial institutions requiring both high business continuity and the ability to accommodate change.”

As a software-based call center solution, the CA Cheuvreux deployment does not rely on proprietary hardware, but instead allows recording control and information displayed directly on the Alcatel-Lucent phone. The solution also works hand in hand with Alcatel-Lucent’s secure voice recording interface, the Alcatel-Lucent DR. CTI (News - Alert) integration – common with leading call center solutions – which allows for the capture of call index data. 

CA Cheuvreux made this move to ensure seamless integration with its Alcatel-Lucent platform. The solution also takes up less space on the trading floor, increases employee mobility and allows for the clean merge of multiple recording systems. Plus, the company can more easily adapt to the changing technical demands in the industry, while still reducing the costs related to telephony and video conferencing. 

This integration truly addresses the challenges inherent in call center solutions of yesterday when call recording became a priority. Many organizations were under pressure to implement a solution without the flexibility of clean integration. As highlighted in this Monet Software blog, that often meant implementing a solution that didn’t allow efficient call retrieval, secure access, clean integration or a reasonable cost. Today’s solutions must deliver on all of these points if adoption is expected. 

Aside from the industry or regulatory requirements that demand call center recording, the call center organization also benefits from this activity. As highlighted in this TMCnet piece, call center solutions that focus on recording can ensure compliance with industry regulations, adherence to customer requests, measure quality of interactions, prevent or settle disputes, enable training benefits, and much more. For the call center focused on performance, call recording is an essential tool.


Edited by Ashley Caputo

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