General IAUG Discussion Forum

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  • 1.  Call recording

    Posted 10-01-2020 06:37 PM
    Hi all,

    We are considering adding automatic call recording to our system so every call is recorded and stored.  (currently we only record the calls we choose to via call record feature on our voicemail system)  Wondering if anyone has a vendor/solution that they recommend.  Cloud or on-prem.  I've visited a few at Engage and wonder what others are using.

    Thanks so much!

    ------------------------------
    Lori Wodrich
    Sr. Systems Engineer
    Amerisure Insurance
    Farmington Hills MI
    ------------------------------


  • 2.  RE: Call recording

    Posted 10-01-2020 11:52 PM
    Hi Lori,
    We are using Avaya Contact Recorder (ACR) solution and our experience is good with it.
    It's robust  and stable product. 





  • 3.  RE: Call recording

    Posted 10-02-2020 08:13 AM

    Hi Lori.  Morning!

     

    We have 3 different on prem recording systems.

     

    For our trade floors, we use Nice.  For our large customer facing contact centres, we use Verint.  For our small customer facing and internal call centres/help desks, we use Qfinity.

     

    The reason we have three different systems is the price – upfront and licencing costs.  For the Lines of Business which generate the most money, we use the high end Nice system, and so on down.

     

    Enjoy your day!

     

    Thank you,

     

    Joyce Archer

    Senior IT Operations Specialist | Engineering & Technology Operations

    BMO Bank of Montreal | 4100 Gordon Baker Rd | Scarborough, Ontario, M1W3E8
    416-773-4337   I   C 416-953-3492

    Joyce.archer@bmo.com

    Out of office alert:  October 5-9th, 2020

    Visit us at www.bmo.com

    We're here to help.

    This email and its attachments are confidential. Any unauthorized use or disclosure is prohibited. If you receive this email in error, please notify me by reply email and permanently delete the original without making any copies or disclosing its contents.

     

     






  • 4.  RE: Call recording

    Posted 10-02-2020 10:49 AM
    Thanks guys, much appreciated!

    ------------------------------
    Lori Wodrich
    Sr. Systems Engineer
    Amerisure Insurance
    Farmington Hills MI
    ------------------------------