Contact Centers turn to VoIP Call Recording to Support Home-Based Workforce

Due to quality issues, many contact centers are bringing their workforce back to the US. This means they have to be creative to keep the costs down. So, many contact centers are turning to home-based, geographically distributed workforces to support all time zones while keeping overhead down.

Contact centers implementing geographically distributed branches and home-based agents are finding the traditional premise-based PBX far too limiting. SmartRecord IP is a cost-effective VoIP call recording solution that requires no equipment to manage or support on premise, and that requires significantly less up front capital investment to implement than traditional premise-based solutions.

With the VoIP call recorder moved into the network, these innovators no longer have to deal with the geographic restrictions created by hardware located on-sight. Recording "in the cloud" provides them with the flexibility they need to place their agents wherever the business needs them to be. CTI Group's SmartRecord IP, can easily integrate with a virtual PBX to provide real time, blanket and selective call recording for all agents regardless of their geographic location, providing superior quality call monitoring support for all branch and home locations.

CTI Group's VoIP call recording solution delivers an essential tool in monitoring customer interactions, a key factor in taking customer care to its highest level. As a web-based solution, retrieval of recorded calls is achieved anywhere internet access exists and is presented through a user-friendly online interface that simply requires a "point and click."

For more information on CTI Group’s SmartRecord IP, please email us at moreinfo@ctigroup.com.