In a complex world of evolving regulations, customer expectations, and trends, one thing remains certain: companies need to leverage conversation data to thrive and grow.
The modern contact center, with its omni-channel capabilities and the mix of communications platforms throughout the rest of the organization, means companies are dealing with an ever-evolving stream of insights hidden in day-to-day communications. Organizations need to be able to capture and analyze each conversation to remain compliant and gain a market advantage.
“Unfortunately, finding a solution for compliant call recording and analysis that can aggregate conversation data from across the organization hasn’t always been simple. That’s where CallCabinet comes in” says Ravel Todd, CMO of CallCabinet.
“Offering one solution for end-to-end call recording, AI-driven conversational analytics, quality assurance, and business intelligence. CallCabinet ensures companies optimize their conversation data by turning it into actionable business intelligence inside and outside the contact center.”
We took a behind-the-scenes look at the CallCabinet platform, to find out what it can do for business leaders and evolving communication environments.
The CallCabinet Platform
Pioneers of cloud call recording, CallCabinet’s platform enables unrestricted insights delivering business intelligence from any communication environment. The solution can integrate with all UC platforms, from Zoom and Cisco Webex to Microsoft Teams.
Plus, it can address the needs of any industry, ensuring compliance with regulatory standards like Dodd-Frank, MiFID II, GDPR, PCI DSS, HIPAA and more.
Let’s dive into the key components of the platform:
Cloud Native Compliance Call Recording
At the heart of the CallCabinet platform, is a powerful call recording technology that empowers businesses to record conversations on any communication platform, IP-PBX, and telephony system. CallCabinet’s solution can even natively capture mobile conversations on any cellular operator’s network, maintaining the highest quality and security levels.
Companies can leverage two versions of compliant Call Recording:
- Core (Standard) Recording: The pillar for compliant recording of conversations on any communication platform. CallCabinet’s core recording offering seamlessly integrates with existing systems to provide audio capture, precise tagging, and granular search solutions. Companies can customize retention policies, share data securely, and gain peace of mind with military grade, rotating encryption security.
- Advanced Recording: This next-level recording package comes with built-in quality assurance and evaluation tools, intelligent PCI DSS redaction, screen capture and recording capabilities, support for detailed voice analysis with transcription, sentiment analysis, and more. There’s even a range of business intelligence dashboards to explore.
AI-Driven Conversation Analytics
For deeper insights into every conversation, CallCabinet is leveraging the latest in AI engines to unlock critical information. CallCabinet’s call recording and AI-driven analytics solution comes with either pre-built or customizable, intelligence dashboards, which instantly surface insights from all kinds of conversation channels, from voice, video, and email to social media and chat.
A built-in generative AI engine ensures businesses can engage more deeply with specific conversation recordings and groups of recordings. Users can ask the generative AI engine custom queries directly from the dashboard, ask it to summarize a conversation, identify commonalities, list missed sales opportunities, or check for specific action items coming from the call, then export the results to share with teams.
The user-friendly customizable dashboards also provide in-depth insights into recorded conversations, based on a company’s chosen metrics.
Contact Center Recording and AI-driven Analytics
Whether you’re running an inbound or outbound contact center, the same CallCabinet solution captures audio, video, and screen recordings with critical metadata, including things like name, agent skill, call ID, and more. The solution is built to work with any existing contact center environment, whether you’re using Webex, Avaya, Teams or Zoom.
The solution comes with a range of contact center-focused features, such as:
- Intuitive visual scorecard creation
- Customizable thresholds
- Custom vocabulary libraries
- Granular search features
- Work performance metrics
- Deep integrations all UC and calling platforms
CallCabinet Platform Review: The Key Benefits
CallCabinet takes a holistic approach to conversation recording, omnichannel analytics, and data insights, ensuring companies can preserve compliance and unlock opportunities like never before.
The straightforward, flexible, and scalable platform benefits from:
- Versatility: Companies can choose between standard and advanced analytics solutions, record conversations from a range of different communication channels, and integrate the technology with their existing UC platforms running inside their contact centers.
- Ease of use: Convenient tools like visual dashboards, custom scorecard creation, and bespoke platform personalization make CallCabinet’s platform an intuitive solution for various teams. In addition, companies can migrate and export data and reports with ease.
- Intelligence: Leveraging the latest AI engines, CallCabinet makes it easy to draw granular insights from conversation data aligned with business performance metrics. Machine learning and natural language processing capabilities reveal sentiment, emotion, and more for complete context.
- Streamline quality assurance: Individual teams, departments, and even full organizations can benefit from triggers for automated notifications and alerts, workforce performance evaluation, and company-wide regulatory compliance tools.
- Industry flexibility: CallCabinet ensures companies capture the data they need to comply with any set of compliance standards, no matter their industry. The solution supports everything from MiFID II to GDPR, PCI-DSS, HIPAA, POPI, Dodd-Frank and more.
CallCabinet Platform Review: The Verdict
For businesses all over the world, across every industry, compliant call recording and conversation analysis are increasingly essential to success. The right solutions are necessary not just for compliance but also to ensure organizations can unlock the insights they need to make the most strategic decisions for growth.
CallCabinet’s holistic approach to omnichannel recording, data analysis, and AI-driven insights transforms how companies interact with their conversation data. With CallCabinet’s end-to-end solution, businesses in any sector can now gain and maintain a competitive edge.
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