Call Recording Featured Article

SmartVoice Panel Spreads the Word on Call Recording

August 11, 2014

By Paula Bernier, Executive Editor, TMC

Call recording gained ground in the call center arena as a way for organizations to capture calls so they could assess where agents might benefit from additional training. But the opportunities for call recording continue to expand both within the contact center and beyond, as more businesses aim to collect, store, and analyze what goes on during their real-time interactions with customers.

That has opened the door to a wide array of new players in the call recording and analysis space, and new possibilities for businesses to leverage these records to make their organizations more efficient and responsive. But it’s also raised some questions about how to gauge the true value of recording, the liabilities that call recording can create, and whether and when to use premises-based vs. cloud-based call recording infrastructure.

All these topics were discussed this morning during the SmartVoice Conference, which is collocated with ITEXPO at The Rio in Las Vegas.

During the session, journalist Doug Mohney moderated while John Nicholson, sales engineer at cloud-based enterprise call recording platform provider Spoken Communications, and Evan Kahan, COO at interactions recording company Numonix, participated as panelists.

Over the last 5 to 10 years call recording has been expanding beyond call centers to other applications, even for little offices with three or four people that may need recording to verify transactions, said Kahan. The Numonix COO suggests that companies looking for a call recording solution should seek out a vendor that offers the greatest range of ways to configure the recorder – such as by phone number, time of day, or what have you. This kind of granular control is especially important when call recording moves to back office applications and smaller deployments, he said.

Some of the things to consider when implementing call recording strategy, Nicholson said, are how long to store and how frequently to purge recordings. He added it’s also important to figure out how to inform people their conversations are going to be recorded. The answer is probably an easy one when it comes to incoming callers, who can be greeted with a recording letting them know their call may be recorded, he said, but what about people who are reached via outbound calls?

A broader range of call recording solution suppliers are now helping businesses answer these questions and provide the services and software to capture, store, and in some cases, analyze, recorded calls, according to the panel. The big boys in the industry, they said, are NICE and Verint, and the rest of the market players, which number in the 40 to 50 range, are grappling with one another over the rest of the pie.

The growth of market players has contributed to the commoditization of call recording solutions, said Nicholson. So where the interest and action is shifting, he said, is toward speech analytics – which is what to do with the call recording once you’ve captured it.




Edited by Maurice Nagle

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