Ensure adherence to call center regulations with speech analytics


Ensuring compliance to the long list of call center regulations out there can be challenging for many call centers, particularly for Business Process Outsourcers (BPOs). They focused on the largest two fine areas: 1) when agents did not state the MINI-MIRANDA DISCLOSURE when talking to a Right Party Contact (RPC), and 2) when agents failed to notate in the Customer Relationship Management (CRM) system when a customer requested they “cease and desist” future calls.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)


To help you avoid common mistakes in this process, we scoured the web for expert insights and reached out to a panel of call center and QA professionals, asking them to weigh in on this question: “What’s the number one mistake call centers make when it comes to comparing & purchasing call center monitoring software?”. Michael Replogle is a tenured call center operations and outsourcing executive at CustomerServ with over 30 years of experience. discover_crm.


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WFO’s Journey into the Future

DMG Consulting

Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. WFO applications are now available from a variety of vendor categories, including the WFO suite vendors, stand-alone vendors, contact center infrastructure providers, consulting firms and business process outsourcers (BPOs).

Call Recording for BPOs


The business process outsourcing (BPO) market is very unique in that everything an outsourcer does is for the benefit of its clients. Outsourcers take on the responsibility of handling another business’s sales, or customer service, and often times even the client’s compliance responsibilities and liabilities. Full, open interoperability with other systems - CRM, speech analytics, etc.

Cloud Contact Center Solutions Continue Upward Trajectory

DMG Consulting

A significant challenge for this market is that there are vendors from many categories vying for sales opportunities, including purpose-built solution providers; on-premises solution providers that sell cloud capabilities; hosted interactive voice response providers; carrier/network service providers; business process outsourcers; system integrators; cloud-based private branch exchange providers; contact center platform providers; and more.

Cloud Solutions Are Rising in the Contact Center

DMG Consulting

The future of contact center applications is in the cloud, as chief information officers (CIOs) and business leaders are in agreement and on board with the benefits of adopting this model for contact center infrastructure and other contact center systems. The increased reliability, flexibility, and security of some of the offerings are convincing IT and business leaders in financial services to give them a try, particularly now that cloud-based vendors are driving market innovation.