Going with hosted call recording is saving companies time, effort and money. With a hosted solution, you can record any type of call from anywhere and at any time. There is no hardware to buy. There is not software to license and upgrade, nor is your IT staff required to do the maintenance.

In fact, according to this My Broadband report, hosted call recording takes the burden off you and puts the advantage in your hands. Voice over Internet Protocol (VoIP) technology has enabled call recording solutions to go to the cloud. VoIP connects calls via Internet connection and is also used in a hosted call recording solution. 

Increasingly, VoIP is allowing users to make phone calls from their mobile phones over an Internet connection. MWEB, South Africa’s leading Internet service provider, was established in 1997, and is now offering VoIP mobile phone services. The service allows users the regular use of their phones, but with less cost. 

Voice calls were once the propriety of time-division multiplexing (TDM), a digital multiplexing where more than one bit stream was transferred at the same time as sub-channels in a single channel. But voice is moving to a more unified communication process by which voice and data are used over an IP as VoIP becomes a more standard technology. 

Hosted call recording is also following that path and utilizing the stable structures present in VoIP technology. An increasing number of vendors are stepping up with hosted call recording solutions for call centers and for businesses that need to monitor calls, either for performance of agents or for their own record keeping.

Hosted call recording offers benefits to many types of businesses, including improving customer service and aiding the resolution of customer disputes. Hosted call recording has been found to improve employee productivity and it helps companies to stay in compliance with various legal requirements.

Many hosted call recording solutions offer intuitive interface tools that are Web-based and offer comprehensive snapshots of exactly what is going on with the company’s phone system, from the number of call placed/taken that day to the average time per call. 

Hosted call recording solutions can help managers pinpoint where calls need to be routed to and at what time through automation tools in the hosted call recording suite. Depending on the complexity of the solution, users can be configured into recording groups for easier management. 

As telephony innovations continue to emerge, hosted call recording is bringing value to companies all over the world. The return on investment is often seen in months if not weeks, making it a viable solution and an easy sell to upper management.

Edited by Juliana Kenny
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