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      Alteva Launches Hosted IP-Based Call RecordingAlteva, which provides enterprise-scaled hosted VoIP, is now offering IP-based call recording, Alteva (News - Alert) Archive, as part of its platform after several successful adoptions by its customers.
Alteve Archive is completely secure, cost effective, and comes with an easy-to-use Internet application. With no software installation, management, or training required, customers can simply go online and manage their recorded phone data.
With Alteva Archive, even smaller businesses such can now improve operations and their competitive edge by having access to the information gathered through call recording that enables higher agent performance and with it enhanced customer satisfaction retention and sales. For example, small brokerage firms could afford to add a completely innovative service i.e. taking equity orders over the phone.
Alteva Archive enables ready compliance with regulations. Medical and legal professionals, who also must comply with strict regulatory restrictions, can protect themselves and their customers, ensuring accurate communication when someone’s life or legal defense may depend on it.
The cost-effective IP transport also makes Alteva Archive ideal for home agents, which in turn can make such programs attractive, thereby saving money and increasing productivity. The Telework Coalition, a Washington, D.C.-based telework educational organization, estimates that having staff work at home can save $10,000 per employee per year.
Alteva Archive’s low upfront and monthly costs ($50 per seat to activate, $35-50 per seat based on volume) combined with home agents’ abilities to use any Internet connection helps home working to become more affordable. More importantly, hosted or cloud computing technologies assists making this alternative to traditional contact centers practical. Generally with on-premise PBXes, all of the features are limited to the locations that contain the switches, which is not the case with Alteva's Hosted VoIP solution.
“Any customer-service driven business is a prime candidate for hosted call recording,” explains Alteva CEO William Bumbernick. “Remote workforces not only need accurate communication, but they need a way to analyze, document and share the valuable marketing data that is gathered on the fly during customer calls.” Early adopters of Alteva Archive are already seeing the operational benefits, as well as the ability to gain competitive business edges. Xlibris, an international self-publishing organization with a 275-agent contact center in The Philippines realized benefits including recording and monitoring calls, coaching and improving agent performance, archiving and providing reports on calls. These are provided on a converged and managed voice/data platform with free extension to extension dialing worldwide. This functionality was not available through its former hosted VoIP provider.
“I am very pleased with Alteva's management team as well as their around the clock support during our transition,” says Xlibris CEO Angela Wood.” Who else gets a return call at 4AM when something goes wrong? Technically, their company is very responsive and that means nearly everything.”
Benefit Consultants Group is an award-winning third-party administration firm. BCG provides plan sponsors and participants with innovative solutions, comprehensive sales support and high quality recordkeeping services to meet the specific retirement needs of its clients for over 50 years
“Alteva's suite of proven communication service offerings help us drive new growth opportunities, and has the potential to ultimately transform businesses communications,” says BCG CEO Bob Paglione. “Call recording reduces costs and complexity, while improving productivity for customers and business growth.” Brendan B. Read is TMCnet�s Senior Contributing Editor. To read more of Brendan�s articles, please visit his columnist page. Edited by Jessica Kostek More Hosted VoIP Community Stories
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