Simplicity for business, whether your Company needs to be compliant for regulatory or legal reasons, or merely to record all calls for training purposes. You will be pleased to learn the Cloud delivers a host of extremely cost effective recording solutions, especially when compared to a traditional on-premsis solution.
Call Recording is not a new application. Historically, Contact-Centers have used call recording extensively for training, compliance and risk mitigation. But if it makes sense to use call recording to help train your contact center agents, why not your sales people, service personnel, or help desk agents? Why not use call recording for risk mitigation with your legal or procurement departments? Vendor management?
The most logical answer to these questions is cost and scale. Traditional premise-based recording solutions have been expensive to implement and expensive to upgrade. Most are based on proprietary technologies and file formats so there is little competition once you choose a platform from the traditional providers. The Total Cost of Ownership (TCO) of a traditional premise-based recording platform can range greatly, but costs in the £30 – £55 per user per month are not uncommon. Upgrades previously alone would cost hundreds of thousands of pounds. This rendered the service unviable for most businesses in the past. It also made call recording for small businesses prohibitive.
The advent of cloud services or hosted contact centres has changed all of this; driving down costs through scale and multi-tenancy. Larger scale allows for lower per-user costs. Multi-tenancy allows a single cloud instance of an application to service multiple customers, often through a Service Provider, and thus accommodates scale.
Just virtualising a premise built application (a per-instance deployment model) does not necessarily make it a “cloud” or hosted contact centre service that can scale nor support multi-tenant environments and hence per-instance Cloud solutions do not address the TCO issue. Contact Centers, for which most call recording solutions were built, rarely staff more than several hundred users before expanding to a multiple location configuration. Also, since the call recording solutions were premise built, they tended not to be centralized but deployed close to the call control iP PBX. Centralization of call control was not largely prevalent before present day IP based solutions. Thus, most traditional call recording solutions were not designed to scale to a large number of users or concurrent calls. Just virtualizing the application and moving it to a hosted PBX does not change this underlying architecture.
However at Vital Telcom we build purpose designed call recording solutions for the cloud environment, our customers can even design the components to scale linearly, thus the TCO of call recording has dropped dramatically. The applications have now become more widely adopted.
We are already seeing this in the small and medium business market where small businesses are able to deploy cloud call recording services on a per month subscription basis, that is affordable without significant investment, knowledge and continual management. Recordings are available through standard browser interfaces and in standard file formats without proprietary applications needing to be installed locally. Also, businesses are now deploying call recording beyond the contact center, in some cases, they are even to record every endpoint in the organisation. This is being enabled by the emergence of cost effective Cloud call recording solutions.
Today, the finance industry is familiar with having to record the calls of brokers for regulatory purposes. How long will it be before healthcare requires the same? Governments are required to retain documents and emails, why not call recordings? Will the Freedom of Information Act eventually cover voice conversations? And what about the productivity improvements that a mobile workforce can gain from being able to access recordings of important conversations to verify that they have accurately understood any instructions given?