Outsourcery welcomes Lync Call Recording system to its Microsoft suite
Call recording enables organisations to improve service quality, meet industry regulations and support training development .
Outsourcery, a world-leading Cloud Services Provider (CSP) and Microsoft Gold Partner, has expanded its Microsoft Unified Lync offering to include Call Recording. This addition to Outsourcery’s existing Lync offering enables customers outside of the traditional call-centre landscape to take advantage of call recording and realise the tangible benefits at an economical cost.
Whilst call recording can be beneficial to organisations of all sizes and in any sector – for example for organisations with market research or training environments – this innovative offering is particularly likely to benefit businesses operating in the financial services sector or other sectors where there is a legal requirement to retain call information, thus satisfying regulatory requirements.
The introduction of Microsoft Lync Call Recording enables Outsourcery to expand its footprint into new markets. The system, delivered on Outsourcery’s Ofcom-regulated O-Cloud platform, has been designed to store information for periods from 30 days to 25 years. This versatile bolt on to the existing Lync product can be used to monitor and evaluate calls (which is of benefit to organisations during training and development); track staff performance through call score-carding; and record all interactions an organisation has, from transactions, to customer services, to market research.
Microsoft Lync Call Recording is cost-effective, secure and compliant with all the major industry regulations (see Notes to Editors). Key features include state-of-the-art voice, instant message archiving and screen recording, which are all available with a quality management solution across the Microsoft Lync offering. The recording options covered by this solution include always-on recording; on-demand recording; silent monitoring for training and supervising purposes; search and playback functionality; enhanced security; quality management; reporting and customisable dashboards.
Lync Call Recording opens up a new market for Outsourcery, by developing and delivering end-to-end solutions based around Microsoft’s market-leading software.
James Henigan, Chief Operating Officer, Outsourcery
“We are increasingly seeing a need for businesses to implement cost effective call recording solutions, which is why we have developed this product, in conjunction with the leading vendors in this space. We’re excited about bringing this proposition to the market and can already see how it will benefit organisations who need to manage telephony to either meet legal requirements or during staff performance monitoring, training support and customer service situations”,says James Henigan, Operating Officer at Outsourcery.
Outsourcery’s Lync Call Recording offering will also be available with Skype for Business. This follows Microsoft’s announcement in November 2014 that Microsoft Lync will become Skype for Business, in order to enhance user experience.
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