"The launch this month of Oak Telecom’s RecordX marks a significant increase in functionality for the call recording element of their Comms Suite according to Product Director David Reynolds."
The new version of the call recording application "Record X" has a number of new features as well as upgrades to exsisting functionality. One of the new features is agent evaluation, allowing you to coach teleworkers and improve customer service over the phone. You have the function to compare agent scores against their peers, other departments or targetrs specified by you. These features are more commonly associated with larger and more expensive call recorders but it is available to everyone including small to medium businesses.
Towards the end of the year Oak will release a progreesive dialler called DialX which will be a new application and incorporated into the Comms suite. The SDK (software development kit) will allow users to tag their call recordings with specific information relevant to their business. For example, client ID or case numbers. According to Reynolds this type of customisation can be undertaken at multiple levels of skill set. Another new feature is Audit Trace Reporting which allows users to follow a specific ‘trail’ of recordings to quickly establish the outcome of a train of events. This saves a lot of time searching through call recordings and is a big productivity enhancement for business.
Reynolds says that Comms Suite is increasingly being used by larger organisations. “We have made the user web interface a lot more responsive for customers with larger numbers of users so that there is now no loss of speed whether you have 5 or 5,000 users. Likewise Oak has made platform enhancements that recognise the increasing shift towards larger clients where VoIP is deployed. Here we have increased the number of concurrent call recording channels from 150 to 480. In effect this means we now address the call recording market for customers with up to around 3,000 users.”
New call recording regulations such as PCI compliance for the financial sector are behind other new features where RecordX sees the introduction of an updated media player with the capabilities to mask certain parts of the recordings such as credit card security codes.
“For users that need to meet forthcoming FSA compliance we have also introduced a mobile phone call recording element to RecordX which sees calls deflected back to a service provider where the call recording is initiated. The service provider then returns the call to the mobile for the call to complete. Client software is installed on each mobile devise and of course all this is carried out seamlessly and in an instant.”
“Access to the call recordings is via our standard user interface which means that both fixed line and mobile phone recordings are seamlessly integrated in the same single application for ease of search, retrieval, playback and reporting.”
