In addition to phone calls, contact center systems enable agents to interact via channels such as email, SMS text, instant messaging, web chat etc.
Call center software solution: Call center systems are specialized phone and multimedia systems designed for the needs of both inbound and outbound contact centers. Moreover, they don’t typically support recording of interactions that take place in other media (e.g., SMS text, web chat, email etc.). Best-of-breed options support recording of a random sampling of calls or all calls, but may not support user-initiated call recording. Increasingly, cloud-based solutions are also hitting the market. Some best-of-breed options are hardware-based, and generally require the deployment of a special device between your PBX system and network switch(es). They then record, package and store the audio on a cloud server or a server located on your business’s premises. These systems identify and intercept phone call data that passes through the network. Best-of-breed solution: There are many " best of breed" or standalone call recording systems on the market. If you’re only interested in user-initiated call recording, please reference our listing of PBX systems. This haphazard approach to storing recordings won’t work for contact centers that need to record and store all calls. Some systems dump recordings directly from IP phones to external hard drives or USB flash drives, whereas others store them on cloud servers accessed by users. Call recordings are stored in various locations with this deployment model. Typically, this form of call recording only works for businesses with ad hoc recording needs. Users can initiate call recording from software clients installed on their laptops and mobile devices or from their desk phones. Standard office phone (PBX) system: PBX systems generally incorporate user-initiated call recording as a feature. There are three basic types of systems that offer different levels of call recording capabilities: This kind of call recording requires specialized solutions for contact centers. Generally, however, call centers need to record either a statistically significant sampling of their calls, or all of their calls. This allows agents to record problem calls in the moment, and other business users can use call recording for storing important conversations (meetings, interviews etc.). Some businesses need on-demand, employee-initiated call recording. 
Your implementation strategy should be guided by the volume of calls you need to record as well as the ways in which you want to initiate call recording. Call recording is often used for a similar purpose, but may also be used for such purposes as record keeping and compliance.Īs we’ve mentioned, call recording can be implemented in a variety of different ways. Call monitoring is almost exclusively about ensuring agents are providing a good customer experience, and is generally used alongside other quality assurance tactics like training programs and one-on-one agent coaching. Call recording software, on the other hand, differs in that it also facilitates the recording of calls to listen to after the call has happened. Quality assurance teams or departments often also implement similar but separate call monitoring solutions, which allow them to listen in on live calls as they're happening. This analysis can be done for any number of reasons, including training and quality assurance. The software packages and stores the digital audio file so it can be played back and analyzed. Many solutions employ packet-sniffing technology to detect audio calls and automatically record them. Here’s what we’ll cover:Ĭommon Functionality of Call Recording SoftwareĬall recording software captures digital audio recordings of telephone conversations over a Voice over IP (VoIP) or public switched telephone network (PTSN).
We’ll take a look at the available options to help you decide on the right software to support your business’s call recording needs. Moreover, some solutions offer advanced options for businesses with specialized needs and businesses in specific industries. While call recording is nearly universal in contact centers, there are a number of ways to implement it ranging from server-based to cloud-based strategies.
If these interactions take place over the phone, call recording needs to be in place for adequate quality control. In order to attract and retain customers, businesses need to make sure that they’re following best practices in customer interactions.
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