This show is the focus point for
contact centres, it draws large
crowds, and demand for call
recording applications continues
to grow year on year. As you
would expect from call centres
the principal interest was for
agent quality monitoring and
PCI compliance, both of which
are mainstay competencies for
Business Systems.
The ‘business analytics’ application
of call recording is gaining traction
and has made significant strides
over last year; organisations are
starting to understand how they
can leverage their data with real
commercial benefits to the business.
The SaaS (software as a service)
model was very much in evidence
and clearly the concept of ‘hosted’
services has been totally embraced.
OPEX launched their ‘hybrid’ call
recording model which allows
companies to toggle between
the Business Systems on-premise
systems or in-network services;
depending upon whichever
application best suits the
customer’s requirements.
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