27/07/05: Over the past decade
reliance upon telephony as a key business tool has
increased exponentially. Historically driven by increasing
legislation in the finance sector, there has been
a growing need to record calls to meet compliance
regulations. Increasingly, these regulations will
apply to any organisation providing telephone based
client advice and not just banks and insurance companies.
Voice recording has proved to
be a major asset in dispute resolution and employee
management – yet the extortionate cost of
traditional proprietary technology has made it
the preserve of those forced to invest to meet
compliance requirements. GemaTech however, offers
a cost-effective, trunk side secure voice recording
solution (SVRLITE) that enables any size of company
to record all of their inbound and outbound telephone
calls.
Graham Chick, Chief Executive,
GemaTech, explains, “Most organisations have
endured expensive, time consuming and potentially
reputation damaging disputes with customers or
suppliers as a result of disagreements over the
content of voice based communications. Without
accurate, easily accessible recordings of each
and every conversation, disputes are hard to resolve.”
Too many companies that have invested
in voice recording in the past have been unable
to leverage the technology for dispute resolution
due to high cost associated with recording all
of their calls. However, with GemaTech’s
trunk side voice recording solution, which offers
a company wide recording rather than on an extension
by extension basis, disputes are resolved immediately,
therefore enabling the company to avoid expensive
legal advice and the business disruption that would
have arisen.
Chick continues, “If voice
recording is to deliver its full value to an organisation
it has to be complete – from the top of the
organisation downwards. And that means adopting
trunk, not extension, based recording. It means
providing security levels to ensure board level
calls are recorded but remain confidential whilst
providing web based access to calls to enable immediate
playback if required.”
Using GemaTech’s SVRLITE
solution, both inbound and outbound calls are indexed
in a number of ways including by date, time of
day, inbound/outbound number dialled, as well as
staff member and the extension number that is receiving
or making the call. Calls can be accessed and replayed
online via any secure web browser, based on the
predefined security hierarchy, enabling either
immediate playback of a conversation to confirm
details – such as the number of product ordered – or
to address a dispute that has arisen over a conversation
that took place some time previously.
Chick concludes, “Compliance
is becoming a fact of life for an increasing number
of companies. There are few organisations, regardless
of size, that are immune from the demands of both
legislation and the need for customer dispute resolution.
With orders being taken verbally becoming standard
business practice and an ever-increasing litigious
society, avoiding disputes along with the associated
costs, is a serious objective.
About
gematech:
GemaTech designs and develops products and solutions which deliver
telephony business continuity and secure voice recording by obviating
telecommunication failure and aiding dispute resolution respectively.
GemaTech
has over 10 years expertise in developing niche
applications for the telecommunications industry.
Founded in 1995, and headquartered in Guernsey,
GemaTech also has operations in Basingstoke,
and San Diego.
GemaTech
specialise in delivering cost effective, scaleable
solutions ensuring that organisations, large
or small, can benefit from the deployment of
GemaTech’s innovative technology delivering
measurable and quantifiable returns on investment.
GemaTech’s
unique business continuity products and services
are capable of ensuring the instantaneous, seamless
and total recovery of 100% of an organisation’s
incoming calls, the lifeblood of any company,
by intelligently re-directing any number of individual
DDIs to any number of alternative destinations – and
activated in seconds after an invocation.
GemaTech’s
secure voice recording product, available as
an additional module to enhance the business
continuity products, enables all re-routed calls
to be call recorded, as well as a stand alone
product delivering a number of unique features
including dual channel or “stereo” recording
of all calls, ideal for dispute resolution.
GemaTech
has customers across many vertical sectors, including
financial services, banking and insurance and
the travel industry. Some of gematech’s
key customers include, Travel Councellors, Regency
Mortgage Brokers, Kudos Research, Access Accounting,
Message Labs, Ultimate Insurance and Richmond
Corporate Services.
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