Whilst call recording can be beneficial to organisations of all sizes and in any sector – for example for organisations with market research or training environments – this innovative offering is particularly likely to benefit businesses operating in the financial services sector or other sectors where there is a legal requirement to retain call information, thus satisfying regulatory requirements.
The introduction of Microsoft Lync Call Recording enables Outsourcery to expand its footprint into new markets. The system, delivered on Outsourcery’s Ofcom-regulated O-Cloud platform, has been designed to store information for periods from 30 days to 25 years. This versatile bolt on to the existing Lync product can be used to monitor and evaluate calls (which is of benefit to organisations during training and development); track staff performance through call score-carding; and record all interactions an organisation has, from transactions, to customer services, to market research.
“Lync Call Recording opens up a new market for Outsourcery, by developing and delivering end-to-end solutions based around Microsoft’s market-leading software,” says James Henigan, Operations Director at Outsourcery. “We are increasingly seeing a need for businesses to implement cost effective call recording solutions, which is why we have developed this product, in conjunction with the leading vendors in this space. We’re excited about bringing this proposition to the market and can already see how it will benefit organisations who need to manage telephony to either meet legal requirements or during staff performance monitoring, training support and customer service situations.”
Outsourcery’s Lync Call Recording offering will also be available with Skype for Business. This follows Microsoft’s announcement in November 2014 that Microsoft Lync will become Skype for Business, in order to enhance user experience.