With more regulations surrounding communications, and a society comfortable with frivolous lawsuits, logging and recording calls may be the only way to protect a contact center from lawsuits and keep it in compliance.
More and more call centers are coming to that realization, fueling a boom in revenues for companies that provide the software to make recording possible. Firms like Dictaphone, eTalk, NICE Systems and Witness Systems have been seeing business increases, Frost & Sullivan analyst Seema Lall told NewsFactor.
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