Call Reporting and Recording Now Available on Cisco Jabber Mobile Clients

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One of the major draws to Cisco Jabber is the ability to make and receive calls from mobile devices while connected to the corporate network. With ISI’s new call recording for Cisco Jabber, companies are able to bring recording functionalities to any employee on the road. No matter where an employee is conducting business from, that call can be recorded via Cisco Jabber. But what does this really mean for a company?

According to Verba Technologies, ISI’s call & video recording partner, the availability of call recording for Cisco Jabber mobile calls is growing easier by the day. In order to better meet the needs of call recording users, Verba has recently announced increased flexibility that makes recording Jabber calls available directly from gateways.

From Verba Technologies’ blog:

“When Cisco Jabber is used on mobile phones, all call scenarios can be setup to touch the Cisco gateways of your network. Cisco has recently added a new gateway-recording interface that allows recording within the gateway. This includes even those calls which turn back to the PSTN (similar to mobile scenarios).”

This new interface has huge potential. In the past, Verba had a dial-in recorder service to offer users a way to record their mobile calls. It was effective, but left room for improvement. The main issue with that solution was that the end-user manually had to initiate a third party to act as the actual recorder. This new Cisco upgrade is much better.

“As the use of mobility increases within the enterprise, it is critical that companies have a method of recording calls for mobile users,” said Mitchell Weiss Director of Unified Communications at ISI. “This new update makes mobile recording seamless and easy to use. “

Essentially, what this does is allow for Verba to use the Cisco UC Gateway Services API to record calls directly from the Cisco gateways.

According to Verba, this covers all call scenarios, including:
  • incoming calls to a mobile device
  • outgoing calls made with Jabber mobile using call-back
  • outgoing calls with an operator based solution where mobile calls are routed to enterprise where UCM makes routing decision

This in turn allows the end-user more control over their mobile interactions, while taking down roadblocks that hinder productivity. Because of this, communications can be better managed. As a solution, the ability to record calls from a gateway makes a huge leap forward for better telecom management.

With this, a company opens new avenues to further increase the way they track customer interactions. This call & video recording solution can be easily integrated with Infortel® Select, ISI’s call reporting solution, as well as Microsoft Dynamics® CRM via ISI’s newly launched Infortel® CRM Infuze™.

Call reporting is not only about tracking incoming and outgoing calls. It’s about giving your workforce the tools they need to be successful. Cisco Jabber and Single Number Reach allow employees to communicate on the go, giving them the choice to use the tools they need – be it a desktop phone, softphone, or a mobile Jabber client.

However, how can companies possibly know what their employees need without a proper tool to report on actual device usage. Call reporting applications, like ISI’s Infortel Select, allow for device level reporting. As employees make mobile calls, their activities are logged. This allows each device to be tracked individually. Thus, reports not only show who made the call, but also which device was used. An employer can use this information to get precise stats as to how employees are using mobile devices on the go.

From here, figuring out the communication usage patterns are substantiated, allowing for proper management of licenses and devices. As more calls are made from mobile devices, there may be less of a need for soft-phones or desk-phones. Making a decision on which licenses to keep, upgrade, or reduce, is easier when utilizing the capabilities of device level reporting.

Now that you can properly allocate licenses and devices to your workforce, as well as provide them with advanced recording capabilities, there is only one remaining ingredient for building a functional productivity model.

Although your workforce is mobile, they still need to document their interactions in a CRM tool that can manage contacts and accounts. Being on the road means that entering data into a CRM tool is oftentimes an afterthought. Some completely skip this step, and eventually customer relationships suffer.

Wouldn’t it be helpful to have a solution that automatically integrates call record data and recordings with the CRM contacts? In order to be truly mobile, employees need the flexibility to enter notes when it is most convenient for them, with the application letting them know which contact records and activities need updating.

Infortel CRM Infuze is specifically developed to address the challenges a mobile workforce will encounter on a daily basis. At the moment, this product is tightly integrated with Microsoft Dynamics CRM, with further development being made on other well-known CRM solutions.

So, while mobile interactions can be tracked, they can also be captured and integrated in CRM. This streamlines the process of updating customer records in Microsoft Dynamics CRM, while also bringing transparency to how employees communicate with customers via mobile devices.

As you can imagine, call recording is easier to integrate now than ever before. Have you considered how well call recording can assist your mobile employees?
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