The Evolution of Call Recording
The advent of call recording via the cloud gives customers all the benefits of cloud-based systems whilst enabling the channel to deliver high quality services with increased revenues opportunities from storage and bandwidth.
The Old Approach
Up until recently, service providers had been building their own call recording services but soon found that delivering reliable services was far more difficult than anticipated. Constant monitoring was required to ensure that these services were running efficiently, that recordings were fully compliant with the latest regulations and that they were delivering value to end customers. Managing storage became particularly difficult with recordings being limited to just 30 days, often in breach of compliance regulations.
Thinking has changed and over the next 12 months, service providers will make a big shift towards cloud-based recording services. Call recording in the world of hosted telephony and unified communications enables providers and their channel partner to access a fully managed call recording-as-a-service via the cloud.
Cloud call recording can be delivered seamlessly alongside existing telephony and hosted products without having to ‘shoe-horn’ technologies together. Most importantly, this is a highly flexible commercial model based on sustainable technology. Providers can deliver reliable services, it’s quick to auto provision and not least, customers can keep recordings for as long as they need.
Cloud-based Call Recording in 2016
Although the uptake of video recording is not yet significant, we expect interest to grow considerably over the next 12 to 24 months. The expanding use of conferencing solutions and desktop sharing sessions such as Skype is driving this market and soon both individuals and organisations will need secure access to their video calls.
Since recordings are now in the cloud, there is no longer an issue with bandwidth and storage. It simply presents a huge opportunity for the channel to access additional revenues.
Compliance is another key driver in the move to cloud-based recording. Many companies that invested in recording products a few years back will soon realise that advances in technology in recent years can make their lives easier and enable them to adhere to new regulations. By moving to the cloud they can shift the onus of reliability and compliance to their suppliers.
Another major development will be for the advanced analytics available within Call Recording to be integrated with CRM systems. Increasingly we are seeing the requirement for call recording to be embedded into CRM technologies to help deliver a single unified way for organisations to build greater understanding of their customer’s behaviour and interactions.