Customer interaction in the current business world is often dependent on the telephone. In many instances, transactions are regularly closed without any hard copy to fall back on. To safeguard both the customer and the business in the case of problems or queries, companies need reliable, affordable, user-friendly voice recording equipment to make these verbal transactions legal.
"The problem many companies faced with this state of affairs, until now, was that the cost of installing voice recording equipment was in the price range that could only be justified by larger corporations," says Ian Goss-Ross, GM of InterAxion, a company in the JSE-listed Ixchange group. "The InterAxion Voice Logger has been developed to serve the needs of those small businesses and workgroups where the use of the telephone is critical to the business."
The InterAxion Voice Logger enables call centres to record two-way conversations with ease. It operates on Windows NT and the playback of conversations is done via any multimedia Windows-based PC on the network.
"Recorded conversations and transactions obviously require the highest level of security to protect customer privacy as well as the company`s legal records. InterAxion`s Voice Logger`s login security assures customers that only authorised personnel have access to the records stored on server hard drives or backup media," states Goss-Ross.
"InterAxion Voice Logger caters for all mid-sized call centres with simultaneous recording, retrieval and playback of conversations on single or multiple units available with no reduction in quality. It is designed to integrate with common Front Office applications, and is simple to install on any LAN or PABX," Goss-Ross adds.
Recording conversations is not only useful for companies concluding transactions over the phone, but also for functions such as order verification, quality assurance and even training call centre staff.
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InterAxion
InterAxion is the telephony division of JSE-listed Ixchange dedicated to designing and marketing its own brands of CTI (computer telephony integration) products designed to fit cost-effectively into small- to mid-sized call centre environments and enable seamless telephony integration with all helpdesk and CRM solutions.
The two main NT-based products InterAxion promotes are the InterAxion Voice Logger, which enables companies to log and record all calls; and the InterAxion Call Sequencer, a software-based call distribution application that automatically receives and distributes calls to specific agents from companies` existing PABX/LAN environments.
Ixchange
Ixchange is a South African listed company focused on leading the international mid-range customer relationship management (CRM) and supply chain optimisation software markets. The company has entrenched its leadership position in the front-office with its HEAT, GoldMine and InterAxion products, while its ABILITY suite of applications has emerged in South Africa as the market-leading back-office suite for medium sized implementations in the services, distribution and retail sectors. Ixchange is focused on the international market with offices in Swindon (UK), Colorado Springs (US), Los Angeles (US), Sydney (Australia), Johannesburg, Cape Town and Durban.