‘Back in the 1980s and 90s, tape drives, voice loggers and visual basic were used to record phone calls. These systems were premise-based and heavily reliant on robust and expensive voice loggers which would capture and store calls using tape. Companies were forced to have reels and reels of tape in their back office, and it was nearly impossible to locate a specific call when necessary. These early recorders could only record ‘all calls’, as they had no selective recording capability. Think “Dictaphone” and “Racal Recorders”.
In the early 2000s, we saw a rise in “quality monitoring” and “customer experience management” systems which employed selective recording capabilities to capture a sampling of calls per agent, group, customer pool, etc. in order to assess agents and identify ways to increase customer service performance. Quality monitoring systems also featured graphical reports which could bring recording data to life for supervisors and even business users.
At this same time, the industry also starting seeing software-based systems (a la Witness Systems) as well as early iterations of “speech analytics” (or “emotion detection”) and screen recording technologies from the likes of NICE, Verint and Eyretel. These nascent approaches to taking the spoken word and turning it into searchable data had their challenges but were showing signs of promise. Select Fortune 100 companies were the early adopters and some were seeing modest success.
In the mid-2000s, we saw the sophistication of analytics solutions improve along with the rise of VoIP recording, which reduced the need for costly voice loggers and associated hardware (along with before-mentioned software-only systems). These emerging technologies started taking off and gaining market acceptance, and today they are quite ubiquitous. This time period also saw mobile recording coming to bear, especially in the financial industry. Regulations continue to drive this type of recording forward.
Now, as we near the 2020s, “call recording” is morphing once again into “interaction recording”, as telephone-based conversations are not the exclusive means of interaction. Now, with providers like Numonix, the industry is being introduced to chat-based recording (along with traditional telephone-based recording) via Skype for Business. This enables business users to capture the audio, screen and even chat window of their Skype for Business Calls and store them like traditional call recordings for compliance, customer service, dispute resolution and the like.
At the same time, cloud recording (also known as “interaction recording as a service” or “IRaaS”) is gaining significant momentum by shifting the onus and troubleshooting of interaction recording solutions to service providers. Costs are lower, no on-premise hardware is required and system upgrades are pushed instantly and automatically to subscriber users. These web-based solutions, along with mobile recording, speech analytics, now desktop analytics and other emerging technologies are sure to further develop and become more affordable, especially for smaller businesses who were previously held back due to high costs.
As for what’s next the recording industry, only the future knows.
Publish Date: July 3, 2017 5:00 AM
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
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