Callfinity (News - Alert), a provider of contact center and conferencing technology, has released a new white paper titled “Call Recording: The Ultimate Tool for Improving Contact Center Performance,”  which describes the benefits of call recording and how contact center administrators can use call recording to effectively train agents.


Call recording allows businesses to record inbound and outbound calls received over a phone system. Callfinity’s white paper is intended to demonstrate how contact center administrators can use call recording to manage contact center agents and maintain solid communication lines with current and potential customers. Market analysis has shown that businesses using call recording have displayed improvements in training, productivity, and profitability.

Instead of focusing specifically on employee performance, the white paper demonstrates how call recording can improve customer loyalty through adequate coaching. This paper can be downloaded from Callfinity’s Web site.

In November 2007, Callfinity had selected Monet Software’s workforce management system as its certified and approved WFM solution to meet the forecasting and scheduling needs of existing and prospective customers.

Callfinity’s products and services are currently deployed at more than 300 telecommunications, media, financial services, healthcare, and public sector customers around the world. Callfinity provides the easiest to use telecommunications software, systems, and services to contact centers, service providers, and enterprises. Since 1999, over 300 customers in six countries around the world have selected Callfinity's on-premise equipment and hosted services.