Today’s Call Recording Challenges - Wilmac Company - ContactCenterWorld.com Blog
The recent changes in the call recording industry, along with the increase in government regulations, has forced organizations to change their approach to designing, installing, and most importantly, supporting their call recording systems.
Call recording systems have made great improvements, which in turn have made them more technically complex:
- Shift from hardware to software
- Move from TDM to VoIP
- Introduction of databases as a central component of these systems
This has created a challenge for organizations. While internal IT resources used to be able to provide sufficient support for call recording systems, today’s systems require more specialized knowledge and maintenance than internal IT teams have the bandwidth to handle. What worked in the past is no longer feasible, and the importance of these systems for compliance and risk mitigation has increased significantly.
An additional challenge is finding outside support for these systems. While it seems as if the manufacturer would be the best option for support, this is oftentimes not the case. While manufacturers are experts on their products, they are too far removed from the day to day business of the end user to provide adequate support and are oftentimes unresponsive or provide subpar service. Many organizations are turning to third party support providers to ensure that their call recording systems remain compliant and work efficiently.
Publish Date: November 24, 2015 5:00 AM
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