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Call Recording

Assuring Quality of Service and Satisfying Legal Requirements

Contact centers often face situations in which calls must be recorded.  These situations include:

  • Calls must be recorded to satisfy legal requirements
  • Calls are monitored for training and quality assurance
  • Billing must be verified, for example, when contact center service providers have multiple clients
  • Managers need detailed statistical reports to evaluate business operations and verify service levels
  • Marketing wants to identify products and trends

A call logging application stores information about calls. Call details and associated call history are recorded and tracked, and statistical reports that assess business performance can also be created.

In addition, some logging solutions record agent activity in a CRM system.

Dialogic® PowerMedia™ Host Media Processing Software supports call logging and recording.

Learn More about the Dialogic® PowerMedia™ Host Media Processing Software

Today, when IP contact centers are the norm, Dialogic® PowerMedia™ Host Media Processing Software is the leading choice for building contact center solutions worldwide because of its proven scalability, density, and reliability. Based on the same media and signaling technology perfected by Dialogic in its various TDM-based products, developers have been able to easily transition their contact center, IVR, and voice portal solutions from TDM to IP because of common APIs. In hybrid environments, Dialogic® HMP Interface Boards (DNI Boards) can be used to connect HMP-based solutions to the PSTN, simply removing the boards when an all-IP network is in place.


Efficient Any-to-Any Contact Center Connectivity

Webinar: Advancing Voice Solutions with HD Multimedia

Webinar: Making VoIP Secure, Efficient and Seamless Across Enterprise and Service Provider Networks