Call recording has long been in practice in the contact center space as a way for managers to ensure that calls are being handled properly and to comply with industry regulations. The benefits of call recording have spread beyond the contact center, however, and offer to provide extended benefits throughout the enterprise. With the consistent push to Voice over Internet Protocol (VoIP), the new focus is on VoIP call recording.
The process of VoIP call recording
does the same thing – records the calls to capture the interaction between the company and the client. The difference here is that calls are no longer taking place over the analog connection but instead over the network. By putting VoIP call recording in place, companies of all sizes can reduce their vulnerability to lawsuits, comply with state and federal laws, increase their security, enhance employee training, verify and share data and enhance the overall morale of the call center.
To conduct VoIP call recording, managers simply need to tap into the IT network
instead of standard phone lines. This is generally done through the connection to the router, switch, hub on the network or through the PC that is attacked to the VoIP phone. This VoIP call recording can be done by connecting to the SPAN (Switched Port Analyzer), allowing the VoIP call recording unit to monitor network traffic and selecting only the VoIP traffic to record.
There are certain challenges that exist with VoIP call recording, even though this technology is implemented at a significant cost benefit over plain old telephone systems. Most VoIP vendors today offer VoIP call recording methods
that are specific to their VoIP call and communications management servers.
This active VoIP call recording makes the vendor’s solution an active participant in the call as it records. This provides great flexibility in VoIP call recording, extending the potential functions. The challenge lies in this “active” participation in that it adds to the cost of the PBX (News
) by requiring agent interaction and changes to the quality of the call. VoIP call recording can also be completed with streaming audio recording applications. Call centers needing to record calls often use VoIP call recording available in the softphone or IP PBX
Whether the VoIP call recording is launched by a call center or just an organization seeking to improve communications, finding the right solution can save considerable amounts of money in toll charges, while it can also help to increase efficiency. Perhaps the most important key to optimal VoIP call recording is to do something with the information recorded. Companies shouldn’t engage in the activity just to record calls. Instead, the purpose should be to improve performance, reduce costs and deliver a better overall experience for the customer. Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Rich Steeves