It finally happened…your Call Recording system has bit the dust. It’s reached its End of Life (EOL) and you’ve determined that the cost to maintain it will be higher than the cost to replace it. Or maybe you can’t risk the possibility of falling non-compliant. Either way, replacing the system is the logical and smart decision. What happens then?
How do you plan for an upgrade?
Step one: Determine your needs.
Think about how you’ve used the system in the past.
Why do you have a Call Recording system at all? Is compliance your primary concern? Are there legal requirements that necessitate calls are recorded? Or do you use the recorded data for Quality Monitoring? Is it the nuts-and-bolts recording you use, or the extra features?
Deciding what you need is critical to selecting the right product, services, and level of support.
Step two: Communicate your needs.
Your vendor should be a partner; they should ask you lots of questions.
Does your current system meet all of your needs? What needs are not currently being met? What pain points do you experience?
If the vendor doesn’t ask, you must make sure to clearly articulate what you need and why. There’s nothing worse than buying a product only to later find out later that it doesn’t meet your needs.
Step three: Ask questions.
You need to know what comes with your new purchase.
Can the company provide service and support? What about a maintenance agreement? Are SLAs met? Guaranteed?
If you are not happy with any of the answers given to you, push for what you need, or else find someone who will make you happy.
Step four: Plan a budget.
Budgetary planning can often be the most frustrating part of this process. Make sure you communicate clearly and honestly with your vendor.
What type of quote do you need? A budgetary quote or a full proposal with SOW? When does your fiscal year start and end?
A good vendor will be flexible enough to work within your parameters. Whether you need something NOW or are beginning to plan for a year or two down the road, the vendor should demonstrate their full commitment to your unique situation and needs.
Step five: Consider your “wish list”.
You may need the system to record, playback, and archive communications, but you should also put a bit of thought into any additional features and benefits that would simply make your life easier.
If money were no object, what would you wish for? What one thing would make you use the system more often? What would make that one task you dread doing less dreadful?
It can’t hurt to mention additional features or benefits that you’d like to have. There’s always a chance that the thing you’d really want is available and within your budget.
Contact us today if you have any questions about planning for your upgrade.
Publish Date: January 9, 2017 5:00 AM
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.
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