In a previous post, we talked about the importance of Voice, Video and Instant Message (IM) Analysis capabilities when it comes to measuring Unified Communications (UC) interactions to achieve desired business outcomes. In this post, we’ll go over specifics regarding what that means and how to apply the capability and achieve success with your real-time collaboration tools.
Real-time Communications Analysis
When Microsoft acquires LinkedIn, they will gain a stronger real-time communications presence in the industry, along the lines of Facebook if not, Twitter. The business intelligence that can be achieved through the types of collaborative communications that will grow from the capability can catapult the Microsoft collaboration suite to the top. By providing customers with recording not only voice calls, but also video from desktop phones or web conferences, along with support for mobile endpoints including Voice, Video, and IM, Microsoft differentiates their business solution from the rest.
We call this unique approach Collaboration Recording, and it’s a game changer.
Collaboration Recording innovates call recording with rich features, better technology and quality management at a lower price point. The capability of recording all media in a single, unified platform that is user-friendly and accessible from anywhere drives productivity up and lowers costs. Enabling employees to collaborate anytime and everywhere, with little investment is a win-win for the enterprise.
Mobility and collaboration will shape communications going forward so much so that employees won't even need desks or offices. Work will happen when and where needed, and telecommuting will be critical for the enterprise of the future. This is why a dynamic, all-encompassing collaboration suite will emerge the winner.
Providing a truly unified recording solution by capturing Voice, Video, and IM communication is ideal for contact centers, financial services providers, government agencies, healthcare organizations, law firms, market research companies, media organizations, and most any business with a service or sales component.
Voice and video recording, as well as IM archiving, can be applied for legal compliance management, quality assurance, risk mitigation, verbal agreement archiving, conference recording, and quality training and management. With stringent user controls enabled or enforced, video recording can be deployed in the finance, insurance, healthcare, and security markets.
One single platform for all media types will simplify access, control, auditing, and analysis without compromising security or the ability to comply with strict regulations. Bring in a powerful analytics and reporting software to sort through massive archives of recorded Voice and Video calls quickly and efficiently. In fact, analyzing usage while recording calls provides the ability to monitor your productivity. If you want to integrate a Collaboration Recording suite in the future, look for one that can be fully integrated with a Call Accounting and Reporting Solution to achieve this kind of in-depth analysis.