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Category: Cisco UCCX Call Recording

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Cisco UCCX Call Recording

New Book OPTIMIZE Reveals 100+ Call Center Optimization Best Practices

I’m pleased to announce the publication of my new book OPTIMIZE: Workforce Optimization and Customer Engagement Best Practices.  Co-authored with industry analyst Dick Bucci from Pelorus Associates, the 130+ page guidebook is a compilation of hundreds of proven contact center optimization strategies, best practices, tips and tools. Contact center executives, managers and analysts will learn

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Call Center Recording: What Really Matters

Call center recording software can help or hinder our ability to effectively deal with pressures inherent to contact center communications. We operate in a labyrinth of complex laws, regulations and policies. Economic pressures complicate our ability to attract and retain quality employees. New caller demands for multi-channel communications introduce new technical complexities. To help you

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How to Select a Voice Logging Recorder: Top 6 Key Considerations

Voice logging recorder systems can help or hinder our ability to effectively deal with pressures inherent to emergency communications. We operate in a labyrinth of complex laws and regulations. Economic pressures complicate our ability to attract and retain quality call takers and dispatchers. Emerging Next Generation 9-1-1 (NG9-1-1) standards hold a promise of matching emergency services with

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Call Recording Compliance Questions Answered: PCI, HIPAA, Dodd-Frank and Telemarketing Sales Rule

Recently, Pelorus Associates and VPI hosted a webcast on the latest requirements for compliance with PCI DSS, HIPAA, Dodd-Frank, Telemarketing Sales Rule (TSR) and other regulations, along with an introduction to solutions for compliance call audio and screen recording. We received a number of great questions from attendees of this event. The following article provides answers that

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Webcast on Business Intelligence & Analytics for Contact Centers

Why wait for reports to optimize service delivery when you can analyze and act on your data now? Get a front row seat to a better tomorrow. Come see how VPI Intelligence – the world’s best BI tool designed specifically for contact centers – gives you everything you need to effectively manage customer experience at your fingertips.

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Why Business Intelligence is a Must Have for the Contact Center

We have all heard the old adage that you can’t walk and chew gum at the same time. Well you can. It’s really not that hard. But what if you have to walk and chew gum and juggle three tennis balls all at the same time?  Now we are talking some serious multitasking. If you

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Call Recording Software Tops Desired Call Center Software Capabilities

Software Advice recently analyzed a random selection of 385 of their interactions with thousands of buyers searching for call center software to uncover behaviors and preferences of call center software buyers, identify their most common pain points and pinpoint the features they’re looking for. Key findings: A significant portion (46 percent) of buyers are buying call

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VoIP Call Recording Software for Today’s World of Multimedia Communications

VoIP call recording software has finally come of age, offering the same advanced level of functionality and reliability as traditional recording systems. Organizations across the globe have recognized the tremendous benefits of VoIP communications and IP call recording software. New IP Communications platforms allow organizations to flatten, consolidate and extend their communications architecture. VoIP communications

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