Zoom Boosts Call Retention Features, NICE Boosts Zoom Compliance Abilities

We share the latest news from UJET.

There is a social networking website called Facebook and a professional networking website called LinkedIn.

The news keeps coming so we are rolling along with our new No Jitter Roll format a few times per week. This edition has the latest on the phone capabilities, as well as a new financial compliance toolset, and UJET’s new cloud-to-cloud solution.

Adding Language Relays is one of the latest updated boost phone capabilities.

In February, the platform summarized the updates it made. 10DLC text message registration can be done directly in the phone management workflows, eliminating the need for customers to submit forms manually. To have 10DLC registration turned on, you must create a support ticket. The administrators and owners of the Zoom Phone account have increased their call recording retention. When a user or call queue is deleted, the recordings associated with them are removed. Call recordings of deleted users, call queue, and common area phones can now be viewed by the account admins.

The language interpretation relay feature was added to the meetings. The feature will allow interpreters to listen to the main audio and converse with one another. A translator who doesn’t know the original language can translate audio from another interpreter into another language. An interpreter who speaks English and French can translate a meeting into French, so an interpreter who speaks French and Vietnamese can translate the first interpreter’s audio into Vietnamese.

The company gave developers the ability to add other users on the same account as a “collaborator” to their application. The app has a build flow, app analytics, and other features.

Compliance recording capture is brought to the table by NICE.

The company, which provides financial communication recording and compliance assurance solutions, announced that its NTR-X solution is now available for compliance recording capture. Data can be retained over audio, video, screen-sharing, or chat.

NTR-X maintains compliance with local capture and storage requirements even though admins can deploy it globally. NTR-X can be used to automate recording checks and provision of users, as well as bulk call extraction, compliance assurance reporting, tracking and managing legal holds, and the requirement to provide evidence of compliance to regulators.

Either on-prem or a cloud-based service is available. “As firms accelerate their digital transformation, we’re seeing the adoption of multiple forms of unified communications grow rapidly, particularly in heavily regulated environments.”

UJET has a Failover solution for contact centers.

Automatic failover between public cloud infrastructures was announced by the cloud-based contact center provider. Customers can pre-deploy their UJET instance across multiple cloud platforms, with each cloud instance independently scaled to support 100% of customer interaction volume when and if needed. The risk of downtime is reduced since customers can switch their loads from one cloud provider to another in the event of failure.

According to DaveMichels, Principal analyst and founder of TalkingPointz, most CCaaS providers have effectively outsourcing matters of reliability and availability to the underlying infrastructure cloud providers and/or their customer. The reliability and availability of the application is integrated into the UJET CX Intercloud, which reduces the operational risk of outages in general and more importantly shifts more of the operational responsibility back to the application provider where it belongs.

In this No Jitter Roll, Uniphore adds in-call automation to U-Assist, DTEN releases a controller, and GoTo expands its contact center solution.

As the Great Resignation rages on, contact center and workforce management providers are looking to help out with self-scheduling and wellbeing capabilities.

It is no surprise that the CCaaS is built with native video capabilities.

User simplicity and more cloud adoption are bets by Zoom.

Is it possible to see the future? We can still make predictions based on experience and trends.