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Feature Friday: The Stop Recording Button

Fri, 03/15/2013 - 10:43 -- Joe DeClara

Feature Friday: The Stop Recording Button

Call Center Agent call recording

By default, we record every second of every call, excluding hold times because only people with young children want to listen to silence.  For the most part, Telax clients like that every second of every call is recorded, but some clients need the ability to stop call recordings while sensitive information is passed from caller to agent or vice versa.

The real security, when it comes to sensitive data protection, is on our back end. High levels of encryption and stringent security prevents unauthorized access to all of our data let alone personal information or credit card data. On top of that, we don’t store sensitive, recorded information in a searchable format. If someone did manage to get a hold of our data, they would have no idea where to find anything of importance. But there’s no such thing as too much protection, not when it comes to data security.

The latest version of the Call Center Agent (CCA) has the option to stop the call recording for portions of the call. Simply click the button to stop the recording and click it again to start it back up again. This will ensure that we don’t even have any data worth stealing in the first place. That’s the best possible way to protect data!

Our development team is always looking for ways to improve all facets of our software, from our Administration Portal to the CCA, and there are also many behind the scenes improvements that don’t have the glamour of a Stop Recording button, but have just as much, if not more, importance. In the world of software, the work is never done. There’s always something new, or something old that needs to be turned into something new. So on behalf of software users everywhere, thanks for all the hard work!

call center agent, call recording

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