Imagine instantly knowing what you never used to know.

What your customer really thinks about the service you provide. How effective your agents are at delivery. How your employees are feeling about the environment in which they work.

Sure, you can conduct expensive and time-consuming surveys. Or you can have an expensive human constantly pour over the thousands of hours of voice calls your old skool recording functionality blindly captures and stores.

However, there is a new, smarter way.

AI-powered call and data capture technology records and analyses every communication – no matter the channel – and serves up rich intelligence capable of positively transforming everything from operations through to culture.

Topic, tone, sentiment; type, time, frequency: it’s all there in easily accessible form, and high in value.

All you have to do is partner with the right provider.

“Call recording is an outstanding way to unlock key findings from voice data on how, what, when, and where people communicate,” says Peter Eisengrein, Founding Partner and Executive Vice President at leading cloud-based computing and communications vendor, Evolve IP, whose Dubber-powered, white-labelled telephony and collaboration platform delivers big in this area.

“Most companies have collected raw, unstructured voice data for years, but it has been virtually impossible to put to any good use. Artificial intelligence makes it possible to use content from spoken words to identify patterns, be alert to issues, and effectively manage operations.

“It spots in moments what would take humans hours, delivering meaningful and usable intelligence for businesses of all kinds.”

According to research giant Gartner, 75% of all conversations are now being recorded.

However, in the past, even when crucial conversations were captured, it was typically in ways that made it difficult to get to the moments that matter.

Now, Evolve IP’s ‘Anywhere Call Recording’ solution turns on the moment a call starts, making each connection and conversation an instantly integrated data set that can also plug into customer relationship management and project management tools.

Users are able to search for keywords across conversations; download and share written transcripts; identify key points during a call, such as when a customer sounds frustrated; and set up email and message alerts when the use of key words is detected.

“This critical data is no longer opaque,” says Eisengrein.

“There are potential insights contained in every conversation and, most importantly, the system does the legwork, extrapolating the points that matter and aggregating data to deliver meaningful information.

“It makes it easy to see the high points of a conversation, quickly pulling out any patterns or anomalies.”

The resulting intelligence helps support leaders to quickly identify and respond to client issues, train new employees, and document customer calls.

Sales leaders can use it to review client calls, improving sales effectiveness as well as identifying potential opportunities for further engagement. Human Resources departments can record and share interviews to speed hiring cycles as well as document onboarding and termination conversations. For businesses that require encrypted call recording, it ensures that all their legal compliance obligations are met. And, for those involved in Mergers & Acquisitions, parties can review recordings and search key moments immediately, thereby eliminating the need to take and search through notes, lose information, or miss out on important updates.

Importantly, the Evolve IP solution also integrates seamlessly with Microsoft Teams and Cisco Webex to support a work anywhere philosophy.

“Our partner Dubber phrases the power of call recording this way: ‘end not knowing’,” says Eisengrein.

“That is a very good way of describing what the solution can deliver. All the important conversations happening within a business can dramatically impact strategic decision-making.

“So, I say to organisations: stop grappling with inflexible, impossible-to-navigate data. Stop missing valuable insights from conversations had at home. And step into the future of voice intelligence by implementing an elite solution.”

Evolve IP partners with the world’s biggest tech companies to bring together their unified communications, collaboration, voice, virtual desktop, and contact centre tools into a single, secure solution, fine-tuned for the hybrid workforce. By seamlessly integrating these disparate systems from leaders like Microsoft, Cisco, Citrix, and VMware, and filling in the gaps, it improves both productivity and security, increasing uptime to make the future of work better for everyone. To learn more about how Evolve IP can help you and your customers thrive in today’s hybrid workplace environment, click here.



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