Third-party verification allows enterprise contact-center organizations to record calls, in order to comply with government regulations. This type of recording is used to record information when signing up for services like insurance, phone service, or credit cards, and when someone discusses information with their doctor over the phone.

Recording live customer transactions with your agents provides a valuable resource for agent training and quality control. These files let contact-center supervisors and managers provide feedback for their own employees, improving the level of service that your customers receive.

By recording live customer calls, supervisors are able to assess the performance of an agent in a live customer situation. Unlike actively observing an agent, recording live calls lets supervisors make their assessment-without pressuring the employee by letting them realize they're being tested. This allows the contact-center supervisor to see how the agent is really performing in a live setting.

The Speech Analytics application gives organizations the ability to record calls and then extract useful information about the audio content of the call. For example, clients can use the application in contact centers to gather data from the tone and inflection of their own customers' speech-data which would otherwise be lost. By analyzing and categorizing recorded phone conversations between companies and their customers, our clients can gather useful information, acquire leverage to improve new products, understand new market trends, and fix operational issues.