VirtualPBX Adds Call Recording Feature To Its Portfolio - InformationWeek

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9/14/2010
08:23 AM
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VirtualPBX Adds Call Recording Feature To Its Portfolio

Have you ever completed an important call to a customer or coworker and needed to make sure what you gleaned from the conversation was what the person actually said? For those who find themselves in that position, VirtualPBX has enhanced its hosted services with an automatic recording function.

Have you ever completed an important call to a customer or coworker and needed to make sure what you gleaned from the conversation was what the person actually said? For those who find themselves in that position, VirtualPBX has enhanced its hosted services with an automatic recording function.The new feature could have several applications. Corporations could use it to record call center conversations that can be played back later to assist in training employees. Legal firms often need to keep records of all of their interactions with clients. Health care providers may want to keep track of exchanges with patients.

The feature was designed to offer companies some flexibility. Users have the ability to record all calls automatically or select calls manually by pressing a button. They can also play back or delete records as needed. In addition, administrators can decide to control call recording for all users or give each user the ability to manage his or her own recordings. Recordings can be sorted by date/time, length, caller ID, user name or extension number.

The feature comes with a few caveats. The system will hold a call for two weeks, which may or may not be sufficient for a company to do any analysis on its conversations. The vendor is experimenting with the service and may eventually charge customers who store many conversations a bit extra. In business since the late 1990s, VirtualPBX has been at the forefront of the use of hosted telephony services. The company's focus has been mainly on small and medium businesses, with an emphasis on those with less than 50 employees. The vendor offers a range of services (SOHO, Corporate, Disaster Recovery) that cost from $10 to $100 per month.

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