The implementation of a call recording solutions is a task which every company faces, whether they are a startup with a smaller call center or a multinational enterprise adding branch locations.

Once the right solution has been selected, there are a number of steps which must be followed to ensure a successful implementation. Throughout the process, it’s essential to keep open and ongoing communication between all teams. Project managers, IT and telecom staff all need to be working off the same project plan, with defined roles and responsibilities.

The implementation of a call recording solutions is a task which every company faces, whether they are a startup with a smaller call center or a multinational enterprise adding branch locations.

Once the right solution has been selected, there are a number of steps which must be followed to ensure a successful implementation. Throughout the process, it’s essential to keep open and ongoing communication between all teams. Project managers, IT and telecom staff all need to be working off the same project plan, with defined roles and responsibilities.

Coordinated Systems inc’s Rich Marcia says that during installation of the company’s Virtual Observer call recording and quality optimization suite, "For the most efficient implementation, our installers would like to gain VPN access to a customer's server.” Security concerns often make companies reluctant to provide full access whenever needed.

“There is nothing quite as daunting as a slow internet connection and trying to install software remotely using web based remote access tools for the build process. Web collaboration and presentation products are great but they are not sufficient enough to expedite the build. There is no substitute for an ‘always available’ remote connectivity method during the implementation process.” Mr. Marcia added.

He went on to say “With security concerns, we understand why VPNs are not always granted on an open basis, but access over the VPN should be made available if at all possible during the specific time required for installation".

Enterprises seem to be receptive to this request, even as more and more stringent lockdown procedures are added to the mix. “Enterprises understand the need for an efficient, no-nonsense, temporary VPN authorization. We can surely accommodate web based remote connectivity options after the implementation is complete, but they are not conducive to expedited build processes, when they require someone to be on the other side, babysitting the session.” added Blake St. John, a CSI (News - Alert) Project Manager and experienced techie.

"IT people want to reduce their footprint, and save on time and money. It’s amazing how quickly a system can be implemented, especially if the server is virtual. More and more IT teams are requesting virtual servers, which we can accommodate in most environments. They also want very granular security, and we've been a leader in providing bulletproof call monitoring solutions. It’s a great combination - ask, and if possible, ye shall receive!" St. John added.

With a healthy collaboration, VPN access and peace-of-mind security, a rapid and successful implementation is practically guaranteed.