A recent article published on TMC (News - Alert) discussed the issue of call recording solutions for SMB’s. SMB’s need call recording services for a variety of reasons, but often hesitate to implement them for fear of excessive costs, and losing direct control over agent performance. In fact, these worries can be easily attended to with the right solution. SIP Print (News - Alert) handles the concerns of an SMB looking for such a solution by bringing to the table quality monitoring, screen capture and network monitoring. And the solutions are affordable.
SMB’s need call recording solutions for a number of reasons including compliance and the ability to monitor agent effectively. TMC’s David Sims wrote, “Many of today’s software-based recording and quality monitoring products are quite affordable and can pay for themselves in very short order by identifying a weak performing agent, for example, and pinpointing where he/she needs skills training.” To gather more information about how SIP Print addresses the issues for SMB’s, I reached out to Don Palmer (News - Alert), CEO of SIP Print. See the full exchange below:
JK: How does SIP Print address the difficulties facing SMB’s in the call recording space?
DP: The difficulties are really only two-fold, cost and either a piece of hardware or software. SIP Print is the most affordable SIP/VoIP based call recording solution in the world! And we developed it especially for the SMB market taking into consideration the most important factor in this space: Cost. That is why there is no other manufacturer out there that does what SIP Print does, we supply an appliance to the customer, not software. Most small businesses don’t have on-staff IT folks, so they do not want to have software issues. Like most people, customers want to see and feel their investment. SIP Print sits in the back room working 100 percent of the time and no worries, and their calls are recorded and it did not break the bank. I guess the real difficulty has been getting businesses to believe that they can really get SIP Print at a fraction of what their communications system cost.
JK: What features of SIP Print’s VoIP call recording solutions make them ideal for SMB’s?
DP: This is an awesome question because when I talk with folks all around the world there main concern is “please just make it simple.” So, I have instructed our programmers and developmental staff to design by the “KISS” method, keep it simple, stupid. So, SIP print offers easy “search & playback, easy set up (approximately 30-60 minute installation), fun and clean screens for caller I.D., calendar look-up, and on and on. So, SIP Print makes it easy to use, install and operate and it gets the job done. Now, SIP Print is developing and releasing even as we speak, Call center functionality for SMB market and again at great prices and easy to use mind sets. Quality Assurance is out now and Screen Capture is to follow within a month or two.
TMC: How has SIP Print taken market trends into consideration when developing new solutions?
DP: We decided right from the very beginning and I believe very strongly we were right to develop our technology based on SIP/VOIP. SIP technology is taking off so fast around the world that SIP Print is probably 3-4 years ahead of everyone else. So, we believe that the technology trend of SIP will lead the world in deployment over the next 5 years and SIP Print will be available to all SIP devices, handsets, platforms etc. SIP Print is the “trend” in call recording and we continue to strive to meet the needs of customers worldwide that ask for affordable, easy to use platforms. SIP Print is becoming a brand name and we intend to build it strong and available to the world market.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Juliana Kenny