Call Center in the Cloud: Implementing Call Recording as a Service
23 Sep, 2010
By: Kris HopkinsWhile cloud computing is still a loosely defined term, many cloud-based services are nonetheless being deployed in droves – especially in the call center industry. The reasons for this are numerous including benefits such as a lower total cost of ownership (TCO), ease-of-use, “always-on access,” and increased reliability. In fact, according to research firm Analysys Mason, the global market for enterprise cloud-based services will grow from $12.1 billion in 2010 to $35.6 billion in 2015.
Meanwhile, Gartner has predicted an even more promising future for the cloud. It noted that worldwide cloud services revenue is poised for strong growth through 2014 when it is projected to reach $148.8 billion. Furthermore, Gartner is seeing an acceleration of adoption of cloud computing and cloud services among enterprises and an explosion of supply-side activity as technology providers maneuver to exploit the growing commercial opportunity.
Out of the many components that comprise call center technology, call recording is an exceptional candidate to migrate as a cloud service. Compared to other applications, recordings can be easily moved into the cloud – allowing call centers and businesses to focus on their people and processes rather than networks, call routing, massive recording storage facilities, port mirroring and encryption. Carriers can easily offer cloud-based recording dashboards, easy integration to SIP trunks and remote storage with existing SANs.
By adding IP call recording, call centers, customer service operators and enterprises alike will have the tools needed to limit risk and liability within customer transactions, create quality assurance and training tools as well as improve the callers’ experience. In today’s competitive environment, improving the satisfaction level of your callers’ experience is extremely important.
In addition to wholly hosted solutions, there are two hybrid methods in which companies can leverage the cloud. The first enables customers to link on-premise call processing with the cloud for storage purposes. The second allows them to link cloud call processing with secure on-premise storage and procedures. Only one company (Newfound Communications - www.newfoundcomm.net) supports both hybrid options – “up to” and “down from” the cloud.
Outlook
By adopting cloud services, companies of all sizes are offered the ability to enhance and improve the services and support offered to their customer base.
It is important that carriers and call centers select a vendor that can offer both its domain expertise and reliable call recording software. Current call recording solutions on the market are more affordable, broad reaching and feature-rich than ever before. However, be wary of providers that offer call recording products that contain proprietary components and restrict or harbor call logging and records. Open systems that are non-proprietary and include free Dashboards or other tools for the searching, monitoring, archiving or editing of call records are the best options.
For instance, Newfound has gone above and beyond by offering prospective customers a free version of its IP Call Recorder 2.0 (www.freeipcallrecording.com). The free IP Call Recorder 2.0 offering supports up to 48 concurrent calls of recording for enterprise, call center or IVR applications. It is apparent, given the positive forecasts for cloud computing, that the market for cloud-based call recording solutions will continue to thrive and and only the best positioned companies will be able to take advantage of these more affordable and reliable leaps in technology.
A PRIMER ON CALL RECORDING
In the call center world, call recording software has proved to be an increasingly important solution for both inbound and outbound calls. Many telecommunications carriers and small call centers deploy call recording software to cut costs, improve customer relationships to maintain clients and mitigate risk for reduce liability. Specifically, call recording software is useful for, but not limited to, the following:
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Regulatory Compliance – comply with HIPAA, Sarbanes-Oxley Act, Gramm-Leach-Bliley Act, etc.
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Productivity – evaluate effectiveness of employees
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Employee Training – educate employees on customer service best practices
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Customer Satisfaction – monitor calls to improve interactions with customers
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Legal Protection – limit liabilities by archiving verbal conversations
On the technical front, call recording software can be adjusted to record all calls, a percentage of calls, particular dialogs or agent transfers. By recording calls, call centers can leverage them to improve on future customer phone interactions.
