OKI Networks Improves Voice Recording Function
While maintaining the flexibility in designing an IP-based contact center system, OKI Networks incorporates various functions that were previously connected through external equipment, improves customer response quality, reduces operation and management costs and significantly improves customizability.
The company said that along with the increasing sophistication of contact center operations is the growth in diversity of CRM applications, making it necessary for applications and voice recording systems to be inter-compatible. In response to all these needs, OKI Networks has enhanced the voice recording functions for its “CTstage 5i.” Major changes include improvement in the customer response by enabling stream replay from external phones, expanding the maximum recording time to 80,000 hours, reducing operation and management costs by improving the backup function and enhancing collaboration with applications through APIs.
Masasuke Kishi, president of OKI Networks said: “OKI’s ‘CTstage 5i’ offers various functions required for small to large-scale contact centers in a single architecture. Lately, voice recording functions at call centers have become a vital tool to record conversations and train operators, as well as and monitor and evaluate operators. With the enhanced functions, users can now improve their customer response quality, in addition, users will now have flexibility in controlling various functions such as searching, replaying, and deleting data, together with increased security through a Windows account.”
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