I found that AMR was editing recordings before they sent them to us, which covered their butts, but left us with a heck of a legal battle. I talked to many of their other clients afterwards, and basically got the same story from them. Great results, but when lawyers came knocking on the door, their recordings conveniently left out the illegal parts of the conversation. I'd look elsewhere before using these guys, they most likely won't be in business very long.
Pros: they get you the results you need
Cons: They do it by using illegal tactics
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