“At SpliceCom we’ve seen the demand for call recording continue to rise significantly during 2009,” says Robin Hayman, SpliceCom’s Director of Marketing & Product Management. “Again, this has predominantly been driven by regulatory requirements, but it’s also becoming an increasingly important application for a broad spectrum of organisations. The ability to review and confirm the content of telephone calls after the event, be it for training or audit trail purposes, is now being viewed as a major benefit by those involved in industries as diverse as education, automotive, construction, healthcare, local government, leisure and IT, as well as the more traditional areas; Call Centres, legal and finance.”
“The channel’s knowledge of exactly how Call Recording can be positioned and sold for maximum advantage has increased in line with this rise in demand. In particular, the sales edge that can be gained by delivering a Call Recording solution “on-board” the PBX, rather than on the line is now viewed as significant. This is especially true for SME’s where the combination of cost advantage and ease-of-management and use that a fully integrated solution offers is particularly attractive.
Call Recording on maximiser is totally independent of the trunk type that the call is delivered over. We don’t need different interface cards to handle recording over SIP, PRI, BRI, DPNSS or H.323 trunks, because it’s all handled within the central architecture, which can be centralised or distributed across multiple sites. Likewise, Call Recording is delivered independently of handset type; IP, GSM or analogue. This includes the ability to record calls made to 3rd Party SIP phones on maximiser and any trunk-to-trunk calls forwarded off the system.”
Then there’s the ability to handle the recording transferred calls in an intelligent manner. “Line side recorders can only understand the presentation of a call. They can’t see what happens to it when it hits the PBX, so, by necessity, they have to record everything,” continues Hayman. “When a call is transferred line side recorders prove very inefficient in several ways. Where a call has multiple legs it makes it very difficult to find the section that’s actually required. In addition, valuable disk space is consumed by Music-on-Hold which also has to be recorded. Usually the PBX, Call Recording system and Call Management application will come from three different sources.
However, our resellers’ and their customers’ are reaping the benefits of SpliceCom totally integrating all three. maximiser’s integrated Call Recording allows each leg of a call to be recorded separately, no matter how many times it is transferred, whilst SpliceCom’s Vision Call Management suite, displays each ‘individual leg’ of a transferred call, but groups them together. This makes it extremely simple to just “click & play” and so listen to an entire call, regardless of how many people the call has been transferred to. And with end-point recording Music-on-Hold isn’t included – so there’s no wasted space or time.”
“Through maximiser and Vision, our partners have access to a sophisticated, flexible and easy-to-use, single-source solution, that proves considerably more cost-effective and efficient than can possibly be delivered by bolting-on expensive 3rd Party recorders,” concludes Hayman.