Over the last decade and a half, the Voice over Internet Protocol (VoIP) communications industry has come on the scene exceeding even the most optimistic projections. Instead of using a high-priced telephone company's wiring, VoIP routes your phone calls directly to your telephone using a high-speed Internet connection. Today, organizations large and small are replacing analog systems at impressive rates, and VoIP calls now exceed analog call volume by double digit percentages.
In today’s global economy, with ever-increasing pressure to compete and improve performance while maintaining compliance with stringent laws and regulations, call recording just makes sense. From regulatory compliance, enhanced customer satisfaction and increased security to limited legal liability and improved employee productivity, VoIP call recording is the best way for companies to overcome these challenges.
VoIP call recording offers many advantages for companies who deploy a solution, including ease of use, customer interaction assessment and cost savings.
Once incorporated into a call center’s operating structure, VoIP call recording can record all calls in multiple environments, even if different audio and data sources are employed. A Web-based interface provides secure centralized access to all recordings, as well as analysis of call volume, patterns and trends.
One of the primary objectives of call recording is to use each call as a teaching method for agents and a learning moment for management. To do so, it’s important to be able to find specific calls quickly, and be able to search for those calls by several criteria –navigation that is made easier with VoIP call recording. Analysis of calls will reveal traffic patterns that will help determine workload distribution and recommended changes in best practices. Past events are also one way to determine future needs, and will help frame customer service goals and training efforts. The data collected through VoIP recording can result in more efficient workforce distribution and improved performance, both of which can have a positive impact on return on investment (ROI). The capabilities and versatility of the system should allow it to grow and adapt with the call center’s needs, allowing management to be more proactive to future challenges, rather than reacting after the fact.
Depending on your needs, SIP Print (News - Alert), a provider of telecommunications solutions, offers three call recording products to accommodate the call recording needs of virtually any business and industry sector. Its suite of call recording solutions drives growth and operational efficiency by delivering improved employee productivity, business performance, quality call management and regulatory compliance. SIP Print call recording systems are designed for seamless interoperability with many of the world’s leading IP PBX (News - Alert) and VoIP telephone systems.
To learn more about SIP Print’s call recording products, compatible systems and how its call recording works, click here.
To find out more about SIP Print visit the company at ITEXPO West 2012, taking place Oct. 2-5 at the Austin Convention Center in Austin, TX, in booth #1007. SIP Print is a Gold sponsor of ITEXPO (News - Alert). Stay in touch with everything happening at ITEXPO. Follow us on Twitter.
Edited by Rich Steeves