Monitoring & Recording Articles

Article | March 7, 2011
Industry Best Practices: Communications Recording and Quality Management System Evaluation   

In the landscape of today's information technology arena, customers are looking for superior "value-for-money" solutions to achieve better investment... More>>

Article | January 31, 2011
Quality Management in the Cloud   

With cloud computing, companies can now benefit from the software-as-a-service (SaaS) approach for their contact center, moving away from local... More>>

Article | January 14, 2011
Winners and Losers in the "New Normal" Economy - The Top 10 Differences   

How is it that companies that have been around for more than 100 years failed in this economic downturn while other younger companies like Apple,... More>>

Article | October 19, 2010
No Call is too Small   

Most executives understand the fundamental value in deploying a customer-focused approach to business. At the most basic level, customers provide the... More>>

Article | September 23, 2010
Call Center in the Cloud: Implementing Call Recording as a Service   

While cloud computing is still a loosely defined term, many cloud-based services are nonetheless being deployed in droves - especially in the call... More>>

Article | April 14, 2010
Top Three Reasons to Use Monitoring to Prevent Voice Quality Issues   

Using an IP network to offer voice services can provide significant cost savings over traditional phone systems. Making this move can also result in... More>>

Article | March 1, 2009
Maximize Call Recording With VoIP, Especially in a Tough Economy   

Call recording carries many obvious benefits in a tough economic climate. Some analysts find it to be one of the brightest growth spots in telecom as... More>>

Article | March 1, 2009
Call Recording to the Max   

In the most recent market report conducted on call recording by the PELORUS Group, 2008 World Contact Center Recording Systems Market, it was... More>>

Article | January 1, 2009
Innovative Contact Centers Look to Best-in-tech Recording   

Throughout the year, CyberTech visits numerous contact centers throughout the Americas. While each is unique in culture and work style, a common... More>>

Article | January 1, 2009
Embracing the Latest Features of Monitoring and Recording Solutions   

Although many contact centers still focus on traditional telephony models, most have become convinced of the multiple advantages of Voice-over IP... More>>