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2014: Call Recording Openness and a Step Toward Ubiquity

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2014: Call Recording Openness and a Step Toward Ubiquity

December 16, 2013
By TMCnet Special Guest
Bruce Kaskey, Co-Founder of OrecX

Small- to medium-sized businesses in particular need openness in their IT solutions if they are to successfully integrate the various best-of-breed applications they employ to build a world-class contact center.  This critical concept has been discussed for decades now, but it is finally at a major impasse.  Cloud computing is a huge catalyst toward openness, and with its arrival, software solutions need to embrace interoperability as well, or they risk being left behind. Furthermore, openness will lead to broader adoption of call recording in general.


We believe 2014 will be the year of cloud/openness even more so than 2013.  This perennial need for interoperability in the cloud and on-premises will drive vendors and customers alike to fully embrace openness.  There are simply too many viable products out there for a company to employ in their call center for them to not be able to integrate and work seamlessly together.  Companies no longer want to be locked into a closed, proprietary all-in-one vendor.  They want to carefully pick the applications they feel make the most sense for their business and then have them easily and smoothly operate as a single system.  We know we aren’t exactly there yet, but this is certainly top of mind for many businesses today and something the IT industry needs to strive for.

With that being said, along with openness will come ubiquity.  It has long been a goal here at OrecX to make call recording as pervasive as email around the globe.  Perhaps the only way to make this happen is to arm telephony/VoIP providers and businesses themselves with world-class call recording software they can deploy without vendors’ help.  This self-sufficiency is a critical element toward spreading call recording around the world.  We know there are countless regulations across the continents that might slow this ubiquitous progression but independence to deploy and manage one’s own call recording system is certainly an important step in the right direction.

Image via Shutterstock

Another element that plays in here is the notion of modular versus all-in-one software suites.  While the concept of a bundled solution sounds enticing, it oftentimes locks customers into features they don’t need or want.  A modular approach, on the other hand, affords customers the ability to pick and choose only what they really want and pay for nothing more.  This additional flexibility in solution design can help to advance the uptake of call recording. 

The more open and flexible we can make contact center software, the more it will be fully embraced the world over by businesses of all sizes and industries.  At OrecX, we have already started our journey toward openness and ubiquity.  Our open-source-based call recording and quality monitoring software is 100 percent open, customizable and easily deployed in 30 minutes by both businesses and VoIP/telephony providers who offer it turnkey to their customers.  We have built our business on these premises and expect the rest of the contact center industry to soon follow, beginning in 2014.

Bruce Kaskey (News - Alert), Co-Founder of OrecX – Bruce has over 25 years of experience in technology product management, sales and marketing.  Prior to co-founding OrecX, Bruce worked at Stevens Communications as COO, and for Eastman Kodak (News - Alert) as Senior Product Manager.  Bruce graduated from Ithaca College and has an MBA from University of Pittsburgh, Katz School of Business.


Edited by Alisen Downey

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