Callfinity unleashes hybrid

A hybrid call center recording solution was introduced today by Pittsford, N.Y.-based Callfinity Inc. In fact, Callfinity president Jeff Valentine calls it nothing short of an “evolution in the call center call recording space.” The Callfinity Phone Recorder provides call centers the opportunity to record customer interactions for quality control, training, liability, and ticketing purposes; users may make synchronized telephone recording and even recordings on desktop computer to record agent calls and CRM interactions.

What Callfinity refers to as “hybrid hosting” is actually an architecture that allows call centers to run applications off-site through the Callfinity data center. Customers install a network appliance that captures telephony interaction shortly before sending the recordings over the client’s existing internet connection to Callfinity’s servers. Once received, call center managers and directors use a web interface to organize recordings.

The synchronized recordings may be attached to customer records in extant CRM systems for further handling. The Callfinity Phone Recorder program may be purchased as a stand-alone product or part of a hosted Callfinity solution. Founded in 1999 as BYOBroadcast, Callfinity solutions have now been deployed in over 200 companies.

The Callfinity clientele includes Arlington Public Schools, Fairfax County Public Schools, BT Conferencing, Warner Brothers Records, Incomm Conferencing, Healthbanks, and others. Callfinity serves the conferencing, call center, government and enterprise markets, providing hardware, software, implementation, consulting, and integration.