Hosted recording solutions offer an easier way to incorporate call recoding into a customer service operation and remove an upfront startup costs. With today’s diffuse workforces they allow for a centralized recording options that covers all bases.

Open source utilities allow a user to configure program parameters to meet the exact specification of its end users. Open source infrastructure utilities like MySQL or Linux have seen universal adoption because they can be quickly and easily modified to accommodate environmental changes. OrecX bring the same ease of programming to call recording, making it use more transparent and compliant in a quickly evolving business world.

 Using call recording in a sales or customer service environment compliance and lawful intercept requirements make the ability to change a recording system an advantage to bundled solutions. OrecX’s open source recoding platform contains and API that configures the interface via languages that meet the criteria of these stringent programming laws.

When keeping calls recorded for archives our other historical records there are a number of programming requirements that need to be take into consideration. According to OrecX, “The Lawful Intercept system currently requires our software to provision surveillance sessions via the BroadWorks CLI. This solution for permanent recording on certain lines is useful but it provisioning could be done remotely through a web API and control recording on the fly. Ideally, the recording web API should be based on the HTTP standard, following the REST or servlet conventions. This is the best way to ensure that the API can be used from any programming language easily without any SDK or special library.”

Customer service operations utilizing both open source and hosted solutions grant customer service operators a way to quickly achieve ROI. For mangers, open source means more control and more flexibility within an organization.