TMCnet asked Greg Manhoff, director of worldwide sales at Teleformix (News - Alert), to answer some questions about VoIP call recording—what it is, how contact centers are using the technology, and how Teleformix’s solution can help.

 

 

GM: VoIP stands for “Voice over IP,” and it is quite simply a way of utilizing the Internet (or even in some cases intranets) for telephone conversations. The primary motivations for doing so are cost and convenience; VoIP is significantly less expensive than typical telephone long distance packages and plus one high-speed Internet connection can serve for multiple phone lines.

 

VoIP call recording is simply recording phone conversations that are delivered through the IP telephony switch. Ultimately, there is no real difference or significance in the actual call recordings, only the configuration.

 

Teleformix’s VoIP call recording solution works seamlessly with VoIP and analog phones alike.

 

GM: The basic premise of VoIP call recording works the same way as a traditional analog phone system. Teleformix’s solution records the phone calls utilizing Avaya (News - Alert) and Cisco IP telephony switches. When the calls are sent to the handsets, and are picked up, that’s when the recording starts.

 

 

GM: Companies across all industries are switching from analog to VoIP daily. Some of our key customers cover the main industries including government, financial, banking, manufacturing, retail, healthcare and insurance.

 

 

GM: Frankly, with the extensive experience that Teleformix has implementing the ECHO digital voice recording solution, challenges are kept pretty much at a minimum.

 

GM: ECHO is an award winning digital voice recording solution. ECHO is designed for call centers, help desks and contact centers, etc., to help train and evaluate their agents. Companies also record their calls for other key reasons such as compliance with laws such as HIPPA, SOX or GLB, and as a proactive approach to liability. ECHO also provides many other products such as screen capture, e-training and Web Services which really help set us apart from the competition.

 

 

GM: ECHO scales extremely well both from a convenience point of view and from an ease-of-use standpoint. ECHO is a browser-based, digital voice recording solution that is built on Linux and can record calls and screenshots with both TDM and VoIP systems.

 

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