A new cloud-based recording function for Skype for Business launched by TeleWare incorporates compliant voice recording with Interactive Voice Response (IVR) and enterprise class voicemail.
"The solution captures and analyses call data, helping users to gain a deeper insight into their business. The result is improved employee engagement, businesses agility, process efficiency and customer satisfaction," said Steve Haworth, CEO of Teleware Group.
He claims the enhancement addresses some of the limitations of the off-the-shelf offerings.
"A number of existing customers have come to us looking for a recording solution that they can use within their Skype for Business interface.
"This new offering allows businesses to integrate additional functions to enhance the core product. It is integrated into the existing network infrastructure and requires little investment, making it an easy and cost effective solution to deploy."
According to Haworth the real value of this enhancement is through the analysis of the call data captured.
"This business insight is translated into valuable information that can be used to train and coach staff to provide a better customer experience. Ultimately, improving productivity, increasing revenue and lowering costs," he added.
"TeleWare's analytics solution provides productivity and performance reports, giving complete visibility of the customer journey. "
TeleWare's cloud-based voice recording solution allows customers to record voice calls through their Skype for Business interface. The solution is fully FCA and Dodd-Frank compliant.
Enterprise class voicemail is a device-agnostic application that provides a list of voicemails by contact and time.
The IVR application enables businesses to offer alternative contact options, including call-back, email and SMS, eliminating caller waiting time and abandoned calls.
Also introduced is an Intelligent Number function, a non-geographic number that travels with, and is associated to the user rather than a device, meaning that the number can be accessed on any device, fixed or mobile, around the globe.