VirtualLogger has released AgentPrescience, a new hosted system that leverages speaker recognition technologies to identify which agents answer or make calls on recordings. AgentPrescience identifies ...

VirtualLogger AgentPrescience PCS™ is a new system that records a call, then delivers the post-call survey to the customer in one integrated package. Because the system controls the call-flow, CTI ...

It’s becoming inevitable that voice over Internet Protocol (VoIP) will soon be deployed everywhere, from offices and homes to carriers’ backbones. The move from traditional circuit-switched to package ...

Truecaller is a leading caller identification service used by millions worldwide. Part of the reason it’s so popular is its generous feature set that gets frequently updated with new features, such as ...

This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author. The FSA have published guidelines that state by March 2009 all firms ...

This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author. Designed for financial institutions which record communications to comply ...

The iPhone has been around since 2007, and at long last with iOS 18 it’s getting a very useful new phone-related feature: call recording from right within the Phone app, which can then turn into a ...

Call recording used to be a pretty boring application. There were these boxes, see – tapped to trunks or Wheatstoned into T-1 lines. And there they sat in the closet and ground away. The first ...

This may not be the best place for this post, but it has to do with a recent rollout of a VOIP phone system, so it's big-picture(ish). Feel free to move if necessary. We recently deployed Shoretel ...

If your call center takes customers’ payment card information over the phone, you may very well be relying on an inadequate and outdated practice: stop/start. Also known as ‘pause and resume’, ...

Google will soon ban third-party call-recording apps from the Play Store. First highlighted by a developer of an affected app, Google made the announcement in a Google Play policy update that becomes ...