3rd Party Remote Call Monitoring Feature

VoIP enables contact centers to save some serious cash on telephony and infrastructure costs by providing voice, video, and other communication services like 3rd party remote call monitoring through IP-based networks, rather than through costly traditional wireline services. But these days it’s not just VoIP getting the attention—cloud and VoIP are fast becoming an unbeatable pair for businesses and contact centers looking to cut expenses and ramp up their services. For VoIP providers, hosting through the cloud saves money, offers a great range of scalability, and improves call monitoring for regulatory purposes.

Call recording has become a fact of life for contact centers today. Monitoring agents’ calls allows contact centers to ensure service quality, collect valuable performance and customer data, and meet stringent legal regulatory requirements. With so much to offer, call monitoring services have become an essential part of the contact center arsenal, but the software can be expensive unless it is provided by a 3rd party remote call monitoring company. These 3rd parties host advanced call monitoring services and storage options through the cloud and VoIP, so that contact centers need only to pay for the data storage being used.  Storing calls through a hosted provider frees up a great deal of time and expense for businesses, as such storage needs regular maintenance and architecture. Hosted monitoring services can also be upgraded easily.

As CloudWedge recently pointed out, rapid scalability is often required when deploying a VoIP solution like call recording and monitoring, but cloud-hosted VoIP services ensure that changes can be made as quickly as needed with minimal hassle. “Imagine if you were renting hardware by the server at your local data center and you needed to rapidly add in an additional 100 users onto your existing call platform,” CloudWedge wrote. “You might have to order server hardware, you may have to acquire licenses, you might be required to configure the servers if you don’t already have an image ready.”

When researching the greatest level of service for the least amount of money, contact centers should look no further than cloud and VoIP.