Unifying your Unified Communications Recording – Part 2: Mobility

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For years, many companies have utilized recording in their call centers. We have all heard, “This call may be recorded for quality purposes.” For some industries, such as financial services, all calls are required to be logged. This is fine, assuming all agents are manning their phones (either from their desk or home). The challenge becomes how do you integrate mobility into the equation.

In some regulated industries, such as hedge funds, calls must be recorded. This type of niche industry does not fit into the traditional call center mold. However, mobility is a key tool for these folks. They want to conduct business from anywhere, potentially on a global basis.

Vendors such as Cisco® and Microsoft® have introduced various products to make this happen. With Cisco Jabber® or Microsoft’s mobile Lync® client, users can make calls from their cell phone or tablets in the same manner as if they were on the corporate phone system.

Unfortunately, traditional call recording systems cannot record these calls.

By using innovative recording technologies, such as gateway-based recording for Cisco and edge-server based recording for Lync, users can be assured that any call that goes through an enterprise phone system can be recorded, including those made on mobile UC clients.

Can your recording system do that?

Mitchell Weiss is the Director of Unified Communications Products for ISI Telemanagement Solutions. He can be reached at Mitchell.weiss@isi-info.com
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Mitchell Weiss joined ISI in 1994. He holds a Bachelor's Degree Management Information Systems from the University of Illinois and a Masters in Business Administration from the Stuart School of Business in Chicago.  He is an industry leader in all phases of managing Unified Communications.  At ISI, Mr. Weiss is responsible for the vision, strategy, and implementation of a suite of Unified Communications products including Voice and Video Recording, SIP Trunk Management, and Traffic Management.  Mr. Weiss also brings his knowledge of Cloud Computing to ISI, allowing the company to create new cloud based models for its software and services.

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