Retell has announced the launch of new features for their call recording systems. Sense Talks gives customers the ability to automatically play a message to all incoming callers before being transferred into the PBX; for example, ‘thank you for calling our company, all calls are recorded for training and quality purposes’. The customer can create their own announcements and upload as wave files.
In the UK it is not a requirement to play a spoken announcement to warn callers that they are being recorded although such legislation exists in Europe and Retell state that one of the most asked questions about call recording is ‘do we need to inform customers that they are being recorded’. Many customers buy a call announcer to inform callers that their calls are being recorded but now Retell have made this an integral option on their call recording systems.
Steve Cobley of Retell said, ‘It has three great benefits over using a built in IVR;
Calls are not technically answered in the PBX so call management statistics for missed calls are correct. The announcement can be played on all DDI’s without affecting their routing; this is not possible when using a built in IVR. Finally the announcement can be played to all calls simultaneously; IVR’s are usually restricted by the number of ports they have’.
Cobley continues, ‘Sense offers resellers unique opportunities to add value unmatched by other call recording companies. Sense can be an entry level recorder with build on options for announcements (Sense Talks), anti-hacking (Sense Firewall) and integrated call management (Sense Call Analyser). Furthermore our enterprise system Sense Call Analyser remains one of the most competitive systems on the market.
The announcement capability costs £500 at SRP and works on any Sense Recording System for all PBX types or Voice Explorer Systems for Panasonic PBX’s. However during November and December resellers are offered a choice of Sense Talks or Sense Firewall free of charge with any system ordered via selected distributors.