Call Recording

 

Call Recording is the process where inbound calls are recorded and monitored and stored due to regulatory or for call analysis.

An example of this is the November 2011 financial services legislation that requires recording of employee mobile calls within regulated companies.
Call recording has traditionally been performed using hardware deployed on-site rather than using cloud computing technology. With the advent of Cloud Computing technology this recording function is now moving out of the premise and onto cloud based infrastructures.
Today there are a number of solutions utilising both the Cloud Computing model and a hybrid approach to achieve long term recording and retrieval of call records.

 
There are some compelling advantages for any organisation that wishes to implement call recording facilities within their business. We have listed out below some of these advantages as well as deployment models to help guide your decision.
 
  • Device Redirect Model (mobile handsets)
Using a cloud based model the call recording is not stored on the mobile handset but is integrated into the cloud to store all calls made on the device.
  • Cloud Bridge Model
In this deployment model all calls and functionality are performed within a cloud computing environment. In this model calls are delivered as a VOIP service and are transparently recorded without any user intervention. Using this model exploits the cloud model by allowing for long term storage without the need for hardware purchase.
  • Hybrid Model
A hybrid model is defined as using an element of the cloud such as cheap storage for recorded calls whilst retaining a portion of the call recording hardware on site.
  • Cloud based
Using a cloud computing model to perform your call recording functions allows your organisation to reap the benefits of flexible billing, instant deployment and access to cost-effective storage of calls.
  • Integration with customer systems
Today call centres and companies using call recoding software have deployed customer relationship management (CRM) software to manage all aspects of customer interaction.  Call recording software has evolved to allow for tight integration with customer systems, an example being mapping a call record to a customer contact allowing for any member of staff interacting with that record to retrieve the previous call.
 
 
With any technology deployment there are things to keep in mind and consider. We have listed out potential pitfalls to consider when deploying a call recording service.
  • Legislation compliance
All customers must be told there calls are being recorded and systems should be deployed in a consultative manner. Compare the Cloud always recommends engaging a consultant to advice on legislative concerns and employee impact.
  • Internal call recording
When calls are made between employees on the local network these may not be subject to the scope of the call recording software.
  • Internet access
If you’re using a cloud computing based model for call recording always check you have sufficient bandwidth for your concurrent users.
 

At Compare the Cloud, we’re here to help you get started and to identify suitable technology partners to help with your deployment. Take a few minutes to tell us about your company in our Cloud Comparison Tool, and we’ll present you with some informed options – and help you take full advantage of Cloud Computing and selecting a call recording provider.

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