|
Callfinity Announces CPR For CRM Help
TMCnet Contributing Editor
Callfinity Inc, a vendor of enhanced conference recording and replay systems, has announced the general release of its new Callfinity Phone Recorder product, which company officials describe as "a way for call centers to record their customer interactions for quality and training, liability, and ticketing purposes."
CPR allows users to create synchronized telephone and desktop recordings of agent calls, CRM interactions, and other activity without the expense and complications associated with legacy recording systems, Callfinity officials claim.
“It’s nice to witness a much needed evolution in the call center call recording space,” said Jeff Valentine, President of Callfinity. “Older systems were expensive to install and difficult to configure, and required significant IT resources to maintain. CPR provides a simple, affordable, and hybrid-hosted alternative that can be deployed in days instead of months.”
Hybrid-hosting refers to CPR’s architecture, which allows call centers to run most of the application off site through a web browser pointed to Callfinity’s data center. Customers install a network appliance that captures telephony interactions shortly before sending the recordings over the client’s existing Internet connection to Callfinity’s secure servers. Once received, call center managers and directors use a web interface to organize, search for, edit, evaluate, and share recordings with agents.
Last October Callfinity announced the general release of its ConferenceShifter product, which company officials described at the time as "a new way for Conference Service Providers to offer enhanced conferencing services to their customers."
ConferenceShifter, like time-shifting products for television viewers, allows a user to pause a live event, and resume it later at their convenience. While paused, the user can use the keys on their telephone keypad to fast forward and rewind through the paused portion.
Company officials expressed the hope that financial services professionals, who "spend a majority of their time on listen-only conference calls," would become large users of this service.
David Sims is contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.
[ Back To TMCnet.com's Homepage ]
|
TMCnet LOGIN
Webinars
