Cincy Bell Chooses CTI Call Recording for Contact Centers

Cincinnati Bell Technology Solutions will SmartRecord from CTI Group, a developer of carrier-grade telecommunications solutions for fixed, mobile and converged communications as its preferred call recording solution for customers as they roll out new hosted call center services based on BroadSoft's BroadWorks Call Center Solution.

SmartRecord, delivering call recording and analytics capabilities, provides telecommunications service providers with a call recording solution that they can host and offer out as a value-added service, complementing their core hosted PBX. CBTS selected SmartRecord to complement itsnew BroadWorks Call Center solution, as CTI's SmartWorks has completed BroadSoft's interoperability testing and shares many of the same platform architectural principals.

SmartRecord is currently deployed in more than 60 service providers across four continents. SmartRecord enables service providers to offer their indirect and direct customers a solution that is suitable for regulatory recording for companies that need to meet compliance standards such as PCI DSS, ISO 9001, FCA, MiFID, HIPAA, and SAS-701. It also provides recording for liability protection for call centers, where a number of additional value-add modules are also available on top of the core recording system.

"We are delighted to be partnering with BroadSoft to help CBTS launch their feature-rich hosted call center solution," said Randy Sorensen, vice president of sales and marketing at CTI Group, in a statement. "As the latest addition in CBTS's robust portfolio of cloud solutions, the new capabilities powered by CTI and BroadSoft will enable CBTS to effectively offer hosted call center services perfectly tailored to meet the growing needs of small and medium businesses."

"We evaluated many different platforms to deliver a cloud-based call recording solution for our hosted UC customers," said John Burns, president and general manager of CBTS, in a statement. "CTI's combination of features and BroadWorks' integration will allow us to meet the growing demand for this business-critical application."

"BroadWorks Call Center solution provides the extensive unified communications services, including voice, collaboration, messaging functionality, and automatic call distribution and routing, in a flexible, easy-to manage, hosted model that is perfect for small and medium businesses," said Leslie Ferry, vice president of marketing at BroadSoft, in a statement. "CBTS now has a compelling offer for customers migrating from on-premises platforms to a cloud-based call center infrastructure. By moving to CBTS's Call Center Cloud Solution, businesses of all sizes can not only reduce the cost and complexity of managing their legacy call center systems, but will also have all the sophisticated features and capabilities that can vastly improve the call center experience for customers."