“The combination of lower costs, improved technology and user-friendliness has meant that both resellers and end users are reaping the benefits of call recording. Historically, resellers were hesitant to embrace call recording due to the perception that it did not offer the same profit margins when compared to other telemanagement applications. Therefore, to alleviate these concerns, CTI Group has specifically engineered and priced our call recording solution SmartRecord to meet the needs and expectations of resellers.
The combination of margins ranging between 42 and 47 percent - with additional margins on service contracts if the partner assumes helpdesk support - and SmartRecord’s greatly simplified installation and configuration process, has made it an attractive and profitable proposition for our channel partners. It is compatible with mobile, PBX and VoIP telephony systems and has the robustness, scalability and flexibility to meet the demands and budgets of organisations from enterprises to SMEs, which has allowed resellers to present both existing and new customers with a proven value-add commodity.”
With new regulations being introduced into a number of industries, we have seen a significant expansion in the number of organisations that are utilising call recording. Most notably, the Financial Services Authority’s recent announcement that it intends to remove the mobile phone exemption from its call recording regulations in 2011 presents the channel with an excellent opportunity to expand its customer base in the finance and trading sectors. This legislation will lead to a number of organisations being required to implement or upgrade their existing call recording system.
As a result, resellers should to be talking to their clients about call recording’s added-value benefits and features, beyond compliance, such as training and performance monitoring, better business automation and improved customer relationship management. Our most recent development further enhances these services. We can now offer the advanced functionality of speech search and analytics technology from Aurix as a fully integrated feature within SmartRecord. Speech search and analytics technology has been proven to have a significant impact on future sales by allowing organisations to capture and analyse the ‘voice of the customer’ in real time.”