Can You Repeat That Breaking Through the Call Center Accent

Chatting with Siri the other day, I learned that my outfit for the day would not be conducive for the predicted extreme cold, there was an Indian restaurant nearby and that I needed to be very specific when telling her numbers. Of course our conversation was based on Siri’s ability to use speech recognition to determine what I say and produce the most likely response to fit the question or statement.

What happens, however, if my English isn’t as clear as Siri prefers? I already determined that she’s pretty particular about the way I say certain words, especially numbers. As a result, I rarely use her to create a text or email to send to a client as I’m never quite sure what she will produce. Yes, I have the opportunity to cancel the communication before it sends, but then what time am I really saving?

In the call center environment, call recording software is an important tool to capture critical information for data mining, business intelligence, dispute resolution, training purposes and even to demonstrate compliance. When a caller has a heavy accent, however, using the information captured in the call at a later date may be a challenge. Such a complication can hurt internal processes, but what if that heavy accent is on the part of the call center agent?

This reality is not uncommon in the call center industry as many an organization has outsourced its customer service initiatives to offshore service providers in countries where service provision is available at a very low cost. While these agents are thoroughly educated in the activities of the call center, product knowledge and compliance guidelines to work with, they still often have accents that are so thick, they are difficult to understand.

The challenges this presents for call recording software are readily clear, but what about the initial interaction? Does the company run the risk of losing the customer if he or she is frustrated at the lack of clear communications? One Canadian company believes this is such a barrier to success that it is developing software that will automatically regulate and normalize the call center agent’s accent.

To do so, the software picks up the spoken words, filters them and delivers them with more clarity with hardly any delay. It can also clean unnecessary pauses, eliminate background noise, add punctuations and drop repeated words. In an environment where call recording software is needed to verify operations, this advancement could mean significant value for the organization.

It could also mean increased efficiency when it comes to reviewing the calls and using them for training or compliance purposes. If supervisors don’t have to listen to calls multiple times to retrieve the information they need, they can review more calls in less time. Likewise, the value wanted from the recorded call is the focus, instead of trying to decipher the spoken words through a thick accent. As a result, the organization can derive more value from that recorded call.

OrecX Call Recording Software Now Compliant with eZuce openUC

OrecX Call Recording Software Now Compliant with eZuce openUCOrecX Call Recording Software Now Compliant with eZuce openUCJuly 18, 2013
Provider of full-featured, reliable, easy-to-use call recording software, OrecX has successfully completed compliance testing of its recording software with openUC from eZuce. With this compliance, not only have two open-source solutions come together in a significant way, but OrecX and eZuce have completed their first joint implementation at a U.S. financial services company.

“We are fully committed to open standards as a vision that enables open communication and interoperability with all best of breed solutions,” said Jerry Stabile, co-founder and COO at eZuce, in a statement. “We are excited about working with OrecX to provide full compatibility with their open-source-based recording software. The combined solution gives our customers another great choice for the call recording capabilities they need while enabling them to maintain their open network.”
The specific solution mentioned in relation to this compliance testing is Oreka TR total recording software, which has a lot to offer businesses and call centers of any size. Indeed, the solution is based on open-source architecture, meaning it has the potential to record audio from any source, while its ability to be installed remotely in just 30 minutes with no installation charges is both convenient and cost effective.


Furthermore, Oreka TR is extremely flexible when it comes to customization, integration and administration — while still being extremely reliable. eZuce’s openUC provides a voice and messaging infrastructure with various editions — openUC Business, openUC Contact Center, openUC Enterprise, openC Messaging and Conferencing — that aim at different audiences and markets. As such, full compatibility with openUC grants orecX access to a broad and diverse new batch of potential customers.


“eZuce is a standards-based, open API communications platform being used worldwide by major companies and institutions like Red Hat and Colorado State University,” said Steve Kaiser, OrecX co-founder. “With millions of OrecX users across the globe, we remain committed to ensuring full interoperability with such major open source telephony platforms.”

OAISYS Talkument and Tracer Ensure Call Compliance

Business call recording and contact management solutions provider OAISYS is perhaps best known for its Talkument and Tracer voice compliance and quality monitoring solutions. These solutions can help companies to improve risk management, quality assurance, customer retention, dispute resolution and other critical business concerns while ensuring regulatory compliance — all of which is extremely relevant to the businesses and call centers of today.

As such, Talkument and Tracer have received a number of recognitions; for example, these solutions received the 2012 TMC Labs Innovation Award late last year. More recently, OAISYS was awarded a 2013 Avaya DevConnect Partner Excellence Award for Talkument and Tracer.
This latter achievement is particularly noteworthy because OAISYS’s call recording solutions only started being offered through Avaya as of February of this year. Meanwhile, Talkument and Tracer actually leverage Avaya Speech Analytics technology to provide audio mining capabilities at a price point suitable to small- and medium-sized businesses (SMBs).
Furthermore, Talkument and Tracer come loaded up with OAISYS’s own Speech Search functionality, making it a simple task to search call recordings based on a specific keyword or phrase — even with very large volumes of audio data. This enables organizations to easily address various regulatory requirements, while enhancing the customer experience.

Regulatory compliance was indeed the primary focus of last year’s 7.2 update to Talkument and Tracer, which included features such as Portable Voice Document Recording Technology, which stores conversation files in a secure, proprietary format; Restricted Information Access, which restricts user access to calls based on a combination of call data and filters; and Digital Watermarking, the ability to verify and prove that call files haven’t been altered in any way.
“Our customers tell us regulatory compliance is a top-of-mind issue, one for which we have been targeting solutions for many years,” said Brian Spencer, president of OAISYS, in a statement. “With Tracer and Talkument version 7.2, I am proud to say we have achieved a unique and comprehensive compliance solution for customers in any industry.”

How Do You Select the Right Call Recording Software

In the call center environment, it’s common for calls to be recorded. Customers on the phone are generally told their call may be recorded for quality and training purposes, and it is so common that consumers now treat it as a standard call center interaction.

For the new call center or the business that can benefit from call recording software, deciding that implementation is a good move is the easy part. The benefits of recording calls are clear – you can improve performance, increase customer satisfaction, provide healthy feedback for employees, use recordings in training sessions and protect the company in a dispute.
The challenge in the next step is in selecting the right call recording software solution to meet the needs of the environment. Should the solution be an on-premises offering or hosted by the managed services provider? What features should be included? Will the solution work according to the culture of the business?
A business seeking to implement a call recording application has a little bit of work to do before the selection process can begin. The first step is to outline the business profile. How big is the business, how many phones are in use, what is the purpose of the call recording software, how will the recordings be used, etc.?

It’s also important to take a look at the industry and what regulations are already in place to monitor or even require call recording. For instance, if the business completes transactions over the phone and accepts payment card information, should that portion of the call be left out of recording so as not to store the customer’s proprietary information?
The business must also examine why it wants to put call recording software in place. If it is a move to respond to industry requirements, the company may only need standard capabilities. The company planning to use the call recordings for training and quality improvement may want to mine data, which requires greater functionality.
Selecting the right solution is a process that requires due diligence and a detailed plan. To help in the process, OrecX has developed an eBook, How to Select Call Recording & Quality Monitoring Software. This eBook examines what factors contribute to the selection and how company attributes must be considered.


To get your free copy, download the OrecX eBook today.

Call Recording Software Zone

Why You Should Choose Open-source Software in the Contact Center? Contact centers looking for call recording software have probably run across Oreka GPL during their due diligence.
Oreka GPL is an open-source call recording software package that can be installed in just 30 minutes and requires no implementation support. The product is fully customizable like most open-source software, and is the world’s only open-source call recording software, according to OrecX, the company that supports the software.

Some may be considering Oreka GPL but wondering if they should go with a proprietary call recording solution instead. There are many benefits to the open-source model, however, which may be why more than half of Fortune 500 companies employ some form of open source software in their business.
There are at least 10 reasons why open-source software makes sense.
First, it is more secure. With open-source software, there are more eyeballs and more people able to discover vulnerabilities and patch code. So instead of vulnerabilities sitting unnoticed, there is a much higher likelihood that security issues will be discovered and fixed.
Second, the quality of open-source typically is higher than proprietary software because users have a direct hand in making the software.
Third, open-source software is fully customizable because the code is accessible to anyone who wants to modify it. That means total customizability for companies that need it. It also means freedom to avoid vendor-lock in, a fourth advantage and the flexibility to decide when and how to upgrade.
Another advantage of open-source software is interoperability. In a world where mashups and interconnected systems are becoming the norm, interoperability is increasingly important. And among software, none is more likely to be ready for interoperability than community-run open-source solutions.A seventh advantage is auditability. With proprietary software, a business has nothing but the vendor’s claims that they’re keeping the software secure and adherent to standards. But with open-source solutions, code visibility means a business can see for itself.
An eighth advantage is that there is a range of support options since anyone can support the software if they focus on it, and a ninth advantage is that businesses can try open-source software before they buy it because there’s no need to buy open-source.Which brings us to our final reason to buy open-source software, and perhaps one of the most compelling: it is free. There’s no license fee or annual upgrades to pay for.So for contact centers considering Oreka GPL: if it meets your needs, by all means, put the software on your shortlist.