Future of Work News Free eNews Subscription

CallCabinet Announces Integration of Its Recording and Analytics Solution with Zoom Contact Center


Recording customer interactions is a critical step for the customer experience today. Thanks to speech and AI technologies, recorded consumer interactions can be evaluated for quality and mined for insight into customer behavior (and also used to personalize and customize offers for customers, which can boost revenue). But what happens when some of those interactions are taking place via Zoom calls?

Well, quality monitoring solutions provider CallCabinet recently announced that its CallCabinet Compliant Recording & Analytics solution has been integrated with Zoom Contact Center, ending the need for businesses to have multiple recording or analytics solutions deployed and managed independently. Businesses using Zoom Contact Center can now record all conversations taking place while benefiting from CallCabinet’s advanced ability to capture call metadata that enhances the CallCabinet reporting and analytics produced. This metadata includes Zoom Call ID, queue name, flow name, consumer display name, agent skill and more.

The result is that CallCabinet delivers a single, end-to-end solution for Zoom customers. Legacy solutions with multiple recording devices and systems (not to mention the unnecessary costs associated with them) are no longer a requirement, said the company.

In the announcement, CallCabinet noted that the timing of the integration comes at a vital pivot point as the unified communications revolution (together with the need for digital transformation) have left many companies reacting to, instead of being empowered by, the technology they deploy. At the same time, organizations are waking up to the potential of incorporating AI not just as a means to an end, but also to actively improve their ability to compete.

“Recording and analyzing across Zoom’s platforms have never been easier,” says Ron Romanchik, Chief Strategy Officer at CallCabinet, in a statement. “With a consistent UX and single-pane-of-glass views for the metrics that matter most, CallCabinet gives companies the ability to record and analyze across all of Zoom’s UC platforms with the click of a button.”

Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

Future of Work Contributor


Related Articles

New AI-Enhanced Customer Experience and Relationship Solution by Genesys and Salesforce

By: Greg Tavarez    9/28/2023

Using CX Cloud from Genesys and Salesforce allows companies to enhance customer personalization while relieving the IT and analyst teams of developmen…


MiaRec Enhances Conversational Intelligence with Generative AI

By: Stefania Viscusi    9/28/2023

MiaRec's Auto QA empowers businesses to extract maximum value from their customer interactions.


Hybrid or In-Person Work Over the Next Decade? New Data Points to the Former

By: Alex Passett    9/28/2023

A new Future of Work study from Omdia concludes that, while working in person has its value, a vast percentage of companies' employees favor hybridity…


Infosys and NVIDIA Expand Partnership for 'AI First' Offerings

By: Tracey E. Schelmetic    9/27/2023

Digital services and consulting company Infosys recently announced a partnership with NVIDIA.


Egnyte and Microsoft Reinforce Commitment to Hybrid Work with Collaboration Upgrades

By: Greg Tavarez    9/27/2023

Egnyte strengthened its relationship with Microsoft to provide customers with additional real-time document collaboration and sharing features through…