Call Recording Featured Article

In the hosted PBX (News - Alert) space, Virtual PBX “has added call recording to its palette of services at no charge for customers,” accordingto industry observer Charlene O’Hanlon.

“This is the latest in a series of enhancements that Virtual PBX has rolled out this year," Greg Brashier, COO of Virtual PBX, told O’Hanlon, adding that “We’ve had requests for call recording from our client base and felt it was something a majority of our SMB clients could use. Since we innovated the entire hosted PBX space, we feel it is necessary to lead by example and continue to enhance the service."

According to O’Hanlon, call recording, Brashier said, can be a valuable training tool for customer-oriented staff such as contact centers and customer service departments: “This is where most of the demand originated. In particular, we’ve found that many call centers love this feature since it’s a free and effective tool that allows them to improve company performance."

Companies “also can use the call recording feature to capture conference calls to listen to at a later date or for employees who were unable to attend. Also, call recording can be used for legal purposes,” Brashier said.

In May, TMC’s (News - Alert) Brendan Read reported on the introduction of the Virtual PBX Open VoIP Peering (News - Alert) service: “It allows the users of any SIP-compliant softphones or desktop phones to employ the firm’s services,” he said, adding that “the added versatility gives even fewer reasons to buy premise-based IP-PBXes and to keep clunky and cludgy PSTN boxes and Centrex solutions.”

Up until this announcement, Virtual PBX’s VoIP peering implementation worked only with VoIP services that used the North America Numbering Plan to address phones, Read wrote. Now, customers “can choose any phone that complies with established SIP standards, including products from vendors such as Callcentric, Ekiga, Gizmo5 and Truphone (News - Alert).”