How CTI Group’s VoIP Call Recording Is Used for Quality and Training Purposes

We have all heard the line “this call is being recorded for quality and training purposes.” It’s pretty clear how recording a call can help you monitor customer interactions and identify areas for improvement. But, what differentiates one IP call recording solution from another?

The answer to this question is two-fold. First, our user interface is easily accessible from anywhere the internet is available and easy to navigate. Second, searching for calls is as straight-forward as googling your favorite sports team. And once you have found the calls you would like to listen to, you can comment on the areas of improvement available as well as the elements of the call that were successful. Accessibility of the user interface as well as the easy retrieval and commenting functions of SmartRecord IP differentiate this VoIP call recording solution from its competitors.

For more information about SmartRecord IP or about how CTI Group’s VoIP call recoding solutions can help you manage your telecommunications systems, please contact us at moreinfo@ctigroup.com.

Resolve Disputes using CTI Group’s IP Call Recording

In a recent survey of small to medium sized enterprise companies, we found that 60% of companies would find IP call recording most helpful in dispute resolution. Regardless of the industry, most companies can see how recording calls would help deal with customer complaints and resolving issues that arise over the phone. Unlike email or traditional mail, telephone communications are generally seen as non-binding communications because there is no way to document these communications.

With CTI Group’s VoIP call recording solution, SmartRecord IP, companies can easily document telephone communications to make them as binding as the written word. Therefore, when a customer calls in to complain about an interaction, the agent or the agent’s manager can pull up the call and resolve the issue immediately.

No more he said, she said. The proof is in the call recording.

For more information about SmartRecord IP or about how CTI Group’s IP call recording can help you resolve telephone disputes, please contact us at moreinfo@ctigroup.com.