“Call recording is a growing area of business for us and is gaining momentum in the general market,” confirmed Systems Sales Director, Phil Adams. “It has been strong in the financial services arena for several years and is now spreading into more general areas of the corporate market.”
Phil says the best way forward for many companies is to record and archive conversations as opposed to making notes at the time. “If someone is investing in a unified comms platform or a modern day PBX they can get call recording as part of the application suite. Once they have it they never want to stop using it and wonder how they survived without it.”
Phil continued: “They see great value because it can settle a dispute right away, avoiding conflict, confusion and any mixed messages in business relationships. Call recording is diversifying into different corporate sectors which is creating additional revenue streams for dealers. Most systems today have call recording as a standard application, in response to market trends.
“In its most basic form, a lot of systems include call recording and businesses are finding it extremely useful. It is becoming more popular and it’s about a dealer adopting a consultative approach, being aware of what his customer needs to deliver the right solution.”
Phil says that call recording is growing in popularity as end users become more confident in using the technology. He added: “They understand and recognise the benefits to them and realise that today’s systems offer much more than just standard telephony.
“There is the opportunity to dramatically improve the efficiency of their business with a new modern-day converged communication platform hosting many applications such as call recording where conversations can be stored over months or years. Businesses have the opportunities today that they never had a few years ago as call recording is now much more accessible, cost effective and easier to justify a return on investment.”