There are many reasons that companies record calls. Some horizontal, some vertical. Industries of all types have realized the importance of call recording as a result of new government regulations and possible litigation. It assures accuracy, serves as a “memory aid” in conflict resolution, and creates an effective training tool. Recorded calls can be used in training programs or may be necessary to prove adherence to government and industry egulations. Recording calls is important and is a fundamental requirement for business phone systems today.

Billing Support

When goods or services are purchased by phone, disclaimers, terms and conditions of the purchase must be clearly explained to the buyer. A recording not only proves that all disclaimers, terms and conditions were clearly explained but can be used as proof that the agent followed the company processes.

To Prove Compliance with Industry Regulations

There are many industries out there that have regulations imposed upon them that make it necessary to record all calls for a variety of reasons. Customer transactions and telephone communications may be recorded by financial institutions. Call recording can be used for call centres, retail businesses, communications companies, and ecommerce businesses to record sales verifications.

Dispute Resolution

The same recordings that are used for regulatory purposes have use in dispute resolution. Any company providing sales and service support on the phone can benefit by using recorded calls to resolve disputes. A call does not lie!

Phone Based Employee Training

When training a new agent (or providing additional training to existing agents) pre-recorded calls are preferred to live customer interaction. As a manager you are able to control the topic of the call and use it in conjunction with lessons that are of merit to the training. These calls can be used as good examples, bad examples and show the agent how to handle situations that will come up within your contact center.

Key Business Drivers

Your business requires a powerful, reliable means of recording, protecting, and transferring your phone data. Our call recording solution lets you:

• Easily Manage Your Recorded Calls
• Access our user-friendly application any time, anywhere.
• Use our intuitive interface with ease and efficiency.
• Avoid software installation and management issues with our web-based solution.
• Retain Important Information.
• Reliably record calls based on pre-determined extensions criteria.
• Add text notations to necessary call records.
• Upload and associate specific call-related documents.
• Grow Your Business
• Reinvest in your business by eliminating substantial hardware and software expenses.
• Expand your business at your own pace – andrest easy in the knowledge that our solution is working for you.

Application Benefits

• Sophisticated web-based solution for an “always on” experience.
• Simple point-and-click user interface.
• Hierarchical administrative access structure to help maintain data integrity.
• Easily customizable user interface to promote brand awareness and consistency.
• Compatible with different countries and time zones.
• Call annotation capabilities for electronic bookmarking.
• Automated integration with familiar, non-propetary system media players. (e.g. QuickTime®, Windows Media®)
• Privacy features established at the tenant administration level to monitor sensitive information
• Superior data encryption process results in industry leading security.

24/7 Support & Network Operations Control

ACI is extremely proud to provide a 24/7/365 Network Operations center that is always on call for your emergency needs. The ACI NOC team is highly trained and specialize in mission critical emergency situations that require precise handling and exceptional attention to detail. ACI is proud to provide 100% Canadian based network services from our Downtown Toronto, ON location at 156 Front St West. Great pride is taken in ensuring your are provided with AAA Class support around the clock