Communications Recording: 10 Questions to Ask

Communications recording has become indispensible to enhance customer service, increase productivity, fulfill documentation requirements, increase security and reduce costs.

 

The following list of questions will facilitate finding the vendor best for you.

 

Does the recording solution integrate with other systems such as workforce optimization, and does it provide useful features such as e-learning and e-coaching? A design with open architecture offers one way to seamlessly adapt to any IT or communications environment and provides essential protection for your investment.

 

Customers want to obtain communications services like “water from a tap” -- on demand, as required, and with maximum flexibility. To accomplish this, the software architecture must be specially designed with multi-client capabilities. In an on-demand scenario, customers can purchase only the features they need without worrying about the solution becoming obsolete.

 

If you are migrating to VoIP but are still using traditional telephone systems, you must determine whether the system can record both.

 

Good vendors provide the full spectrum of installation support and professional services, from self installation with hotline support to complex integration into existing customer systems and IT environments. After-sales service should include certified service engineers at global locations with 24/7 support.

 

 

Top recording solutions allow communications recording and archiving for multiple locations at a central site using a single server. This feature saves money and increases efficiency for any company with satellite branches.

 

Communications recording solutions should offer different replay applications from any location with proper log-in security. Some may be best for immediate replay of the most recent call while others offer flexible search criteria and more advanced functions.

 

Quality monitoring lets supervisors monitor calls and select specific interactions for best-practices training. In doing so, it helps management evaluate, analyze and improve the performance of its agents.