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Questions to Ask Call Recording Vendors - OrecX - ContactCenterWorld.com Blog

Questions to Ask Call Recording Vendors

Call recording software and quality monitoring software can bring tremendous value to any contact center and/or enterprise, but how do you know which vendor/solution to choose - or better yet - which questions to ask? Right now there are over 100 call recording/quality monitoring vendors in the industry. Not all are created equal. You need a set of questions to ask each vendor to determine who's a contender and who's a pretender.

Questions to Ask Yourself...

  • Does this vendor seem to really understand my unique business challenges, and does it have relevant experience it can speak to?
  • What do I primarily need this solution to help me with?
    Quality Assurance
    Regulatory Compliance
    Dispute Resolution
    Agent Training
    Order Verification
  • Do I want to capture all calls or merely a sampling of calls?
  • Am I considering the needs of all my constituents? Managers? Business users? Technical staff? Sales? Marketing? Product Development? Legal?
  • What is my budget? Do I have additional budget for implementation and support?
  • How many seats do I need?


Questions to Ask the Vendor...

  • Is the solution designed to address my specific industry and regulatory requirements?
  • How long have you been in business?
  • Who are some of your similar customers?
  • What makes your business/solution unique?
  • What is your innovation roadmap?


Questions About the Product...

  • Is the solution designed primarily for my size/type of company?
  • Am I going to pay for features really designed for a different size organization?
  • Does this product support multi-site and multi-tenant capabilities in case I need them?
  • Can the solution scale to support my organization’s growth?
  • What does the implementation process look like? Does it cost anything?
  • What is required to manage and maintain the system?
  • How open and interoperable is the solution, given my current IT environment?
  • What capabilities does the solution have to support my regulatory and industry requirements (e.g. HIPAA, PCI-DSS, Telemarketing Sales Rule, TCPA, GDPR, MiFID II etc.)?
  • Does the solution come with all the functionality I need, or do I have to purchase separate modules for each business requirement?
  • Which PBX switches are supported?
  • Is there an open API to integrate to/from third party CRM, analytics, etc.?

Source: https://blog.orecx.com/blog/questions-to-ask-call-recording-vendors

Publish Date: June 26, 2018

2023 Buyers Guide
Get Listed
Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 


View more from OrecX

Recent Blog Posts:
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
"Open" Audio CaptureJune 10, 2021

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