Time to fix the fleet and ephemeral spoken word
10 January 2011
Special Report
Driven by the need and opportunity to achieve increasing efficiency and customer service benefits, organisations are now focussed on interaction logging, covering not just speech but also activity and location tracking, observes Chris Berry, Director of Liquid Voice.
"It is no longer sufficient for an enterprise to be able to track call activity. They want a comprehensive log of their employees' activities whether in the office, working at home or on the road," noted Berry.
"As such, we have seen a tremendous amount of interest in our Activity Monitoring software. This provides detailed analysis of individuals' working practices, monitoring desktop activity - minute by minute. For example, logging how long the member of staff has spent emailing or on the Internet and reporting on which computer programmes and files they have used and for how long."
The solution operates with remote and field based workers as well as office based workers.
"Our most successful resellers are the ones who are able to identify wider needs and potential solutions from dialogue with their customers," added Berry.
"This obviously requires not only in-depth product knowledge but an ability to develop relationships where they are able to interrogate their customers to unearth these needs."
Regardinmg mobile call recording, it is important to stress is that, as the cost of complying could be considerable, it is well worth exploring the various options available carefully to ensure the organisation's current, and as far as possible, future needs will be met.
"We are concerned that organisations will be rushed into adopting inappropriate solutions,"commented Berry.
"We suggest that an effective solution should work without requiring wholesale changes to the infrastructure or network. It should be network agnostic and cater for a disparate technology environment which incorporates a diverse range of handsets.
Source: Comms Dealer October 2011