Reading, UK, 8 April 08 – At Unified Communications exhibition & conference, London Olympia, British managed voice and data communications provider 8el has announced that Call Recording is offered as a standard feature of CallPort, its business VoIP service launched in 2007. This new feature enables users to overcome many of the previous limitations of ISDN call recording, by making call recording simple to activate and manage, regardless of physical location, including working from home.
Features & benefits include: recording activation/termination with just one key command; no need for additional equipment or capital expenditure; conversion of calls into data files for translation via computer; simple and comprehensive management features; support for remote workers and the introduction of a remote, pin-activated ‘listen-in’ facility. Both call recording and ‘listen-in’ are available to all existing and new 8el CallPort customers.
Says 8el Managing Director Justin Hamilton-Martin, “With an increasing emphasis on issues such as call centre quality control, dispute settlement, audit trails and compliance, we are seeing a growing demand for good quality, easy-to-operate call recording. We’ve developed this feature in line with our clients’ requests for a call recording system that is extremely intuitive to use. It does not require any additional equipment to be installed and there is no capital expenditure- simply a small charge per recording.”
Clients already using 8el’s call recording and listening-in include legal firms, market research and call centres, but this feature is useful for any company needing to record calls, whether on a regular or ad hoc basis, internally or externally. Says Nick Mellor, Technical Operators Director at Wetherby-based Swift Research, “The functionality is fantastic and it is going to save us time and money. Users just log into the browser and it all happens automatically. This also means there is no room for human error.”
Resilience - As the feature is part of 8el’s Next Generation IP-Centrex platform, it also enjoys the same resilience as the rest of the CallPort service. For instance, since IP-Centrex is a service remotely managed by 8el, it is possible to route calls via a different path, in the case of a line fault.
Geographic-independence – both call recording and listening-in can be activated regardless of physical location. For instance, a call centre home-worker can choose to record conversations with customers, or a call centre trainer can choose to remotely listen-in on home-workers’ calls.
Listening-in – this feature enables managers and trainers to listen-in on calls, which is highly useful in applications such as police observation and training. A number of 8el customers are already using this feature extensively.
Simple to use – unlike old fashioned voice recording systems, there is no need for additional equipment. Call recording can be started and stopped via the IP phone in just seconds with a simple key command. Call recording can even be activated from mobile phones receiving inbound calls from the platform.
Flexible – Call Recording can also be set for continuous use, or ‘on demand’, which is a benefit compared to some other call recording systems, since bandwidth does not have to be unnecessarily tied-up with this activity.
Easy access to recordings – once completed, call recordings are instantly available over a secure Web interface for translation, complete with a Call Data Record (CDR) and time/date. Recordings can even be linked into case files and databases, making them far more flexible than traditional analogue recordings. Through the CallPort Administrator Portal, tracking history of calls and extracting data for reports is simple.
Format support - although Windows Media Audio is the main format supported at the moment, 8el can also support other recording and dictation system formats, such as those used in the legal sector.
CallPort is a managed ‘business grade’ VoIP service for businesses ranging from SMEs to corporate (typically 50-1500 users). Based on Next Generation Networking (NGN) IP Centrex technology, the service gives users the flexibility and sophisticated functions possible through new IP technology, but with the reliability and quality of traditional phone services. 8el manages the service remotely, but users maintain control over service configuration. Free local and national calls, plus integration with mobile phones, are added benefits. CallPort can also run alongside existing PBXs, so there is no need to make the leap to complete VoIP overnight.
8el (pronounced “A-Tel”) is the trading name of Aggregated Telecom Limited. 8el is a British communications provider specialising in bespoke solutions for businesses, including IP telephony, data and ISP services. Founded in 1999, the privately-financed company reached rapid profitability and today, supports more than 40,000 UK customers with its comprehensive portfolio of voice and data communications services. One of the company’s key strengths is its focus on customer service: in an independent survey, over 90% of customers said they would recommend 8el. Previously featured on the Times Tech 100 as one of the UK’s fastest growing telecoms companies, 8el is headquartered in Reading, Berkshire, UK.
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