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Call recording is a necessary function for today’s contact center—both for regulatory compliance and management purposes. But choosing a contact center recording solution can be confusing. Just what features and functions are most important?
Addressing the needs of today’s contact center was foremost on the minds of Teleformix’s (News - Alert) developers when they built ECHO™, the company’s contact center recording solution.
Below are the top six things to consider when selecting a contact center recording solution, along with details regarding how ECHO meets that particular need.
1. The solution is designed for your specific industry
Some challenges are universal to all contact centers, but particular industries add another layer of specific requirements. So, while it is important to look for a contact center recording solution that addresses common requirements, it is also important to make sure that the solution addresses requirements specific to your industry.
For example, contact centers in the finance, insurance, and health care industries often require the ability to archive calls for regulatory purposes. ECHO allows companies not only to record calls for short-term training purposes, but to archive those calls for future reference by regulatory agencies.
2. Integration with enterprise-class systems and applications
The best contact center recording solution in the world is of little use unless it integrates with existing communications equipment. ECHO was built with this need in mind; it boasts the highest level of integration in the industry with Avaya (News - Alert) Definity and S8700 series PBX products.
Call recording by ECHO is performed by connecting directly to individual stations on the PBX (News - Alert), capturing the call in .wav format (optionally converted to .mp3). This functionality is continually being enhanced by Teleformix’s participation in Avaya’s Developer Connection Program.
3. The solution is capable of recording, evaluating, monitoring and archiving customer interactions
Each of these call recording functions is important to the overall contact center recording system. Recording calls is fine, but of limited use unless the recordings are made available in a way that enables monitoring and evaluation. Plus, as discussed above, archiving is now a necessity in many industries.
ECHO provides all the functions mentioned here, for a complete contact center recording solution.
4. The solution is scalable so it can grow with the contact center
ECHO includes an integrated open infrastructure integrating with Avaya and Cisco voice solutions. Unlimited scalability allows ECHO to grow your business without the fear of system constraints, therefore optimizing your investment.
5. The solution comes with a browser-based interface
Most people today are familiar with Web browsers, so choosing a solution that allows management of contact center recording via a browser makes sense from a time=money perspective. ECHO features browser-based controls, so contact centers can get up and running using the solution, with minimal training time.
All aspects of ECHO—from playback and monitoring to reporting and administration—are performed using a browser interface. This means that special equipment is not needed to get the system up and running, nor to maintain it, saving the contact center money.
6. The solution is Web Services-compatible
A contact center recording solution that uses Web Services within a service oriented architecture (SOA), allows integration with other Web Services-enabled platforms. This is true with ECHO; the solution is built on an open architecture, letting contact centers integrate in new business applications as they are added or evolve.
Web Services also means that ECHO is a modular solution—several add-ons are available to provide optional functionality only when and where it is needed. Three such service modules currently are available: Integration (application-level management), Management (provisioning and platform management) and Architecture (complex reporting and analysis).
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