The evolution of call recording extends way into the past. Just like all evolving things, such as the transition from music record on 8 tracks to cassettes to CDs, call recording needed its time to develop into what it is today: an effective form of communication in a major industry.
, a SIP-based VoIP call recording provider, is one company where evolution has taken a positive toll on their call recording systems.
While call recording overloads recording of any type of media and call signaling, a company can also record video chats, no matter the service offered or the application software.
Jonathan Fuld, chief technical officer at SIP Print (News - Alert), told TMC that SIP Print takes advantage of the latest telephony technology bypassing the PBX manufacturers’ custom computer telephony integrations, or “CTI (News - Alert),” and application programming interfaces, or “API,” and is able to make a print of telephone calls no matter which VoIP system is used, without extra licensing costs, without extra hardware or software costs and with simple integration.
This way, SIP Print’s call recording capabilities adapt to the latest technologies, just as music applications or telephone systems do for their evolving industries.
While things in the industry are constantly changing, it’s still surprising to see call recording systems staying as a main tool for use in call centers everywhere.
According to Fuld, two main factors are the reason for call recording staying strong in the volatile industry: protection and improvement.
Specifically, Fuld discussed a certain incident where an accountant called a bedding supply company from an office where SIP Print’s VoIP call recording system was installed. When the bedding supply company told the female account that there’d be no payments for 12 months, and the bill came shortly after requesting payments, a major issue of “he said/she said” ensued.
“When the accountant retrieved the initial phone call from SIP Print and emailed it to the bedding supply company sales manager, he immediately backed off and said he would honor what he offered,” Fuld said. “Then he asked how he could make a print of all his calls at his call center and the accountant referred him to SIP Print.”
This proves that, not only is SIP Print’s technology a safe way to keep a record of all important information, but companies that are not quite up to speed want to jump on the call recording bandwagon to reap the benefits and eliminate any possible security confusions going forward.
And, by way of improving the industry, implementing a successful call recording system allows a call center to measure the performance of the call center agents against a set of factors, Fuld said, keeping a constant change of improving operations throughout a center.
With two ways to accomplish this – either during the actual call or after the call – the reviewer can listen and gauge ways to improve on internal operations, which in turn will increase a company’s revenue stream and give the company a better ROI.
While it’s evident that call recording, especially SIP Print’s systems, is up to speed in the market, what lies ahead for the future of call recording?
“We see video on the short horizon of call recording,” Fuld said. “Today, video calling via IP is inexpensive, secure and beneficial,” adding that Skype (News - Alert), IM, Facebook, Twitter and MySpace may also add video as a third party application in the future to provide an alternative media transmission that will benefit all areas of the telecom industry.
“Call recording will capture real time activity, mouse movements, voice comments, and application responses, sort them, catalogue them and play them back for the user,” Fuld said. “This is the future of call recording.”
Jonathan Fuld, chief technical officer at SIP Print, collaborated with TMC’s (News - Alert) Kelly McGuire on the final draft of this article.