InsideSales.com Hosted CRM adds Call Monitoring and Recording

Springville, UT. – January 11, 2006 – Sales Team Automation DBA InsideSales.com, a leading provider of on-demand customer relationship management (CRM) products and services, today announced they have enhanced the InsideSales.com CTI (computer telephony integration) functionality to provide comprehensive call monitoring and recording for quality assurance solutions. This new solution offers a fully-integrated voice-and-data evaluation tool specifically designed to meet the challenges of the call center market. .

The hosted InsideSales.com CTI monitoring and recording system synchronizes the monitoring and/or recording of both voice and data capturing of an entire call transaction for quality assurance (QA) evaluation, helping managers assess responsiveness, accuracy and overall interaction between phone-professionals and customers. It is the most effective method for gauging the effectiveness of inbound and outbound sales and support center services and offers a more complete solution by supporting both voice monitoring and recording capabilities as well as the full suite of CRM tracking and monitoring capabilities. Recordings can be triggered by call ratios, manager initiated events or user initiated events. Recorded transactions can be conveniently and selectively listened to because they will be attached to each contact record in the form of a playable audio file. There are also reports and tools to search and backup all audio files for security purposes. Sales Managers now have a consol to view all inside sales call center agents, and can selectively monitor any call real-time. Because of the hosted/on-demand nature of the InsideSales.com CTI functionality, management call monitoring can occur with remote phone sales agents and managers. Additionally, there is no hardware or software download required, it is all provided through the web based InsideSales.com sales management application.

"Today’s inside sales centers need solutions that can leverage existing phone systems and sales methodologies to improve the inside sales centers quality. The InsideSales.com integrated solution is quickly deployed with a companies’ existing environment and hardware, thus, enabling organizations to leverage current hardware while providing a short learning curve that can save time and money traditionally needed for training," said David R. Elkington, CEO of Sales Team Automation.


The InsideSales.com Solution:
The InsideSales.com CTI monitoring and recording system for sales call centers comprises three modules:

Management Monitoring Consul Module – Enables managers to view all agents’ current status and time in their current status. It delivers the necessary tools to perform management of a centralized or remote team. Sales managers can view all active calls with a click of a button and can either be monitoring the call, or record a chosen call which can be reviewed at a later time.
Voice Recording Module – Digitally logs calls, records voice and digitally stores it to the InsideSales.com servers. It stores the digitally recorded call within the context of the hosted CRM; all recorded call can be accessed through the web based CRM attached with each called contact as an attached file of type ‘Recorded Call’.
Reporting and Storage Module – Allows users to find recordings based on contacts, companies, dates and times. It then allows a full download and back-up of all recorded calls as .wav files. The tool set allow users to save file names dynamically based on the contact name, company name, call date and time, and sales agent.

"The InsideSales.com integrated solution offers the most complete and comprehensive package for monitoring and recording of the agents call process, identifying weaknesses and strengths in the agent’s quality level. This leverages the captured sessions for coaching and distributed playback to agents for immediate feedback, keeping "best" and "worst" call examples for CBT (Computer Based Training) to deliver realistic production scenarios to train new trainees," said Kenneth Krogue, CSO and President at Sales Team Automation.

About InsideSales.com.

Sales Team Automation dba InsideSales.com is a leading provider of advanced on-demand applications and services that help businesses better communicate with their customers, partners and employees. Sales Team Automation's InsideSales.com solution provides integrated sales force automation, customer service and support, marketing automation and analytics to help companies meet the challenges of effective communication with customers, partners and employees. All components of the InsideSales.com solution offer a complete CTI functionality enabling automation and integration in a complete system.

Sales Team Automation dba InsideSales.com offers a unique value proposition to small and mid-sized organizations looking to enhance the effectiveness of their sales initiatives. From our intuitive and simple-to-use Web-enabled interface to our robust reporting and forecasting abilities, Sales Team Automation provides comprehensive SFA tools at close to 30 percent less than other Web-based SFA applications.

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