These applications have been around for close to 20 years, but in the last three they have improved dramatically....
By submitting your personal information, you agree that TechTarget and its partners may contact you regarding relevant content, products and special offers.
They were adequate in the past, but now provide users with outstanding benefits that improve the customer experience and yield a rapid payback of approximately nine to 12 months.
The four largest vendors in this market are NICE Systems, Verint Systems, Witness Systems and etalk. However, there are many other vendors that you may also want to consider, including Mercom, Envision, Voice Print, HigherGround and Wygant. There are also emerging vendors, such as CallCopy. If you are looking for a hosted recording/quality management solution, you may want to consider VoiceLog. All of these vendors provide solutions that can meet the needs of your organization, as described in your question. All of the vendors listed above have strong recording/logging systems, however, some of these solutions have stronger quality assurance modules than others.
DMG Consulting annually creates and releases a Quality Management/Liability Recording Product and Market Report. This report analyzes the quality assurance and recording market and provides in-depth corporate, technical and functional side-by-side comparisons of nine vendors, from the leaders to up-and-coming competitors. It also includes pricing information for all vendors and detailed company reports for all nine vendors, giving prospects a comprehensive understanding of each company's financial position, strengths and weaknesses, future direction and product functionality. If you are looking for more information on this report, please contact the SearchCRM.com editors and they can let you know how to contact DMG Consulting.
Dig Deeper on Call center speech technology
Related Q&A from Donna Fluss
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume.continue reading
Contact center managers can give agents a change of pace with varied tasks to take on during idle time.continue reading
What’s the best call center billing model measurement – charging for calls per month or per call? Expert Donna Fluss explains the methods behind both...continue reading
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.