Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
R. Aju Eko Suprati
Ketua Subkelompok Program dan Anggaran
0
MEMBER
Firas Kurdi
Customer Service Director
0
MEMBER
Vijay s
Director
55

8 Questions to Ask a Prospective Recording Vendor - OrecX - ContactCenterWorld.com Blog

8 Questions to Ask a Prospective Recording Vendor

Picking the right call recording vendor can greatly impact your customer service levels, agent performance scores and even your compliance penalties. Not all recording solutions are created equal, so you need key questions to ask prospective vendors when you are looking for a new system or considering upgrading your existing one to ensure you are procuring the best solutions for your needs.

Here are the top 10 questions to ask each potential recording vendor:

1. Do you offer call recording, screen recording, quality monitoring and mobile recording software? You want a modular-based solution that offers all four to support your organization's needs today and tomorrow. Some solutions come all-in-one and charge you for those features you don't need. Modularity is important to ensure you only pay for what you will use.

2. Does your recorder capture calls in single channel (mono) or dual channel (stereo)? Mono records both the agent and the customer on the same channel and overtalk can disrupt you from clearly hearing what each individual says. You want stereo recording which captures both parties on separate distinct channels which can be isolated upon playback.

3. Can the recording system scale up to hundreds or thousands of users? You don't know how many channels of recording you will need in six months, one year or even five years. You need a recorder that can scale with you as you grow. Look for a solution that can support as few or as many as you may need someday, ideally from five to hundreds of thousands.

4. Does the system offer speech analytics and transcription, and/or does it provide an easy pathway to procuring those added solutions? Not all recording solutions offer the capabilities and interfaces to enable a smooth migration to analytics and customer experience management solutions. You may need these added features as your organization evolves. The ideal recording system will provide a smooth pathway for you to enable this functionality when and if you need it.

5.  What is the process and cost for accessing/exporting my recording metadata to third party systems like CRM, conversational analytics, and customer experience management? Some vendors actually charge you to export your own data to these systems. The right vendor for you provides a REST API for easy export to these solutions without any charge. After all, it's your data. You shouldn't have to pay extra to access it.

6. Do you support cloud, premise and hybrid storage of my recordings? Your organization may have different locations (featuring different telephony environments) today or in the future. You need a recording solution that provides the flexibility to capture calls in each location and store those recordings how and where you need them stored.

7. Are there any restrictions on interoperability with my existing communications environment (PBX, ACD, etc.)? Many recording solutions are proprietary black box systems that do not play well with others. Your recording system must easily integrate with your current and future environment without significant customization or help from a costly professional services organization. 

8. Can you please provide a demonstration of the solutions administrative capabilities? Some systems require weeks or months of training to learn how to manage. Your recorder should be easy to learn and operate so you may begin capturing and replaying calls, evaluating your agents, and creating performance reports right away.

If you are unsure if your current or potential recording solution meets the bill, contact OrecX. Our open-source based recording solution is the most open, easy to administer and scalable recorder on the market, and we are now owned by CallMiner, the number one conversational analytics provider on the planet. Our solutions provide a direct pathway to transcription and analytics-as-a-service.

Source: https://blog.orecx.com/blog/8-questions-to-ask-a-prospective-recording-vendor

Publish Date: December 9, 2022


2024 Buyers Guide Employee Engagement Solutions

 
1.) 
ContactCenterWorld

TopPlace2Work.com
Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

The Solution!

TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.

2.) 
Motivarnos

Motivarnos.com
Motivarnos helps your efforts in managing a constant recognition system that includes trivias, badges and competition elements that drives performance appraisal while agents have an encouraging environment.
 



View more from OrecX

Recent Blog Posts:
Does your Call Recorder Prime or Prevent Analytics?March 23, 2023
Call Recording Compliance with Dodd-Frank, PCI, MiFID II, HIPAA, and CMSJanuary 27, 2023
8 Questions to Ask a Prospective Recording VendorDecember 9, 2022
Call Recorder or Recording Engine? Which do you Need?March 14, 2022
Call Recording Insights from Steve KaiserJanuary 3, 2022
Recording VoIP Traffic via Port Mirroring SwitchOctober 27, 2021
10 Advantages of Cloud RecordingSeptember 28, 2021
VICIdial Open Source Call RecordingAugust 24, 2021
Call Recording for Comcast Business VoiceEdgeAugust 17, 2021
Can your Call Recorder do This?July 29, 2021

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31743 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =