“This call may be monitored and recorded for record-keeping, training and quality-assurance purposes,” is a message that probably all of us have heard before when calling a contact center. But once an agent answers the phone, we immediately forget that we are being recorded, after all, we will most likely never hear that call recording.
For the Contact Center, on the other hand, that recording is extremely useful. It allows business to collect and analyze a set of data that enables them to improve and optimize their service.
However, there is much more to call recording than the eyes can meet. Steve Kaiser, Co-founder and CEO of OrecX Open Source Recording, shows us that it is not only a great feature available thanks to Business VoIP and the Cloud, but a powerful tool to boost your business.
Why do businesses use call recording?
Businesses are aware that nowadays customer experience is one of the most important aspects for a company to succeed. If customers are not satisfied with the way they are assisted or treated, they will switch to another company in a blink of an eye. This is why Contact Centers must be efficient and quick to react. Amazon is a good example of how customers keep coming back for their online shopping because of the positive experience they
So how can managers measure the quality of their service and the agent’s role in the overall customer experience? Recording the conversations between agents and customers allows managers to collect and analyze one more set of data to measure their agent’s performance. It helps businesses identify areas of weaknesses; giving them the opportunity to address those issues and improve.
With call recording, your business can make sure agents are meeting legal regulatory compliance and company-wide guideline compliance. It also enables you to monitor the customer experience, improve agent training, and create a coherent approach across departments and teams.
Your business probably already has call recording
Today most Business VoIP or Contact Center solution include call recording in at least some capacity. Some providers offer this feature in all their service plans, others offer it as an add-on option. So it’s possible that your contact center might already be using a solution that includes call recording. However, by having the call recording packaged with another service, your business might also be bypassing on some great call recording features with a closed-source solution.
Flexibility and functionality of an open-source solution are exactly what makes solutions like OrecX stand out compared to these add-ons.
Open Source Call Recording
Open source software provides its original “source code” to the public for free, allowing anyone in the world to change, add to, or even remove parts of the source code.
VoIP and Unified Communications (UC) are closely related to the concept of open source. Some Open Source PBX options continue to be popular choices. Whether your business needs help from a giant like Cisco or Avaya, or is looking to build their own in-house solution from scratch, Open Source is the best way to gain the flexibility, control, and expansion that your business need, avoiding the cost of an expensive service provider solution.
The dispute between open and closed source is very similar to that of Android vs iOS for Unified Communications: there are benefits on both sides. According to Steve from OrecX an open-source configuration allows end-users to request features and go out and build them themselves.
Features can be built in a matter of days with the help of more people that are interested in a specific source code. On the other hand, if your business uses a closed source solution from a Business VoIP provider, feature requests are usually ignored or take more than 18 months to be built.
The Benefits of Open Source
Most Business VoIP solutions and Call Center software offer or include call recording, but they usually don’t provide other amazing features and the amount of flexibility that, for example, OrecX offers.
More Flexibility and Control
Flexibility is probably the biggest benefit you can gain from an open-source solution and OrecX offers you plenty of that. OrecX can be used to rebrand call recording capabilities with white-labeling support or establish a sales team or call center in a business.
The solution can be easily and quickly installed, and can work on a large number off-the-shelf hardware. Since OrecX is an open-source solution, users can take control of features, build new ones or edit existing ones. It can also cover more than one location, and even allow for “on-demand” and Mobile Phone recording. With an open-source solution, the platform can be molded to fit your business’ needs, allowing a completely different level of control absent in closed source options.
Multiple Features in One
When Call Recording is included in a Business VoIP plan, its use is usually very limited offering not much more than the ability to specify which lines are to be recorded and where or how to store the files. But if you chose OrecX, you not only gain the open-source advantage of building your own features, but also a dedicated web portal where you can control all of its included features.
Live monitoring, PCI compliance, mobile phone recording, on-demand recording, screen recording, call tagging, audit trail, multi-criteria searching, call exporting, auto-delete, selective recording, are only some of the features that you gain with OrecX. When you adopt OrecX, you’re actually buying an entire platform instead of just an extra feature for your existing structure.
Security should be a priority for any business, but VoIP calls are also vulnerable to virtual attacks. It’s extremely important to maintain information stored securely, including phone calls made to customers by your agents. OrecX offers unique safety features such as a multi-level access control that determines who can access what, and another function that allows users to see who did what.
In addition, there are features that certify that your recording system stays locked down independently of your Business VoIP solution.
Turning a Simple Feature Into a Complex Platform
What’s really interesting is how a basic and simple feature can be turned into a complex, dedicated solution. It is time to look at call recording as not just another nice feature included in your monthly cost, but as a powerful tool for your business to significantly improve operations.
OrecX is the perfect example of how an open-source system allows tools to become extremely powerful when the end user has control over them.
Cost savings is also a benefit that many businesses prioritize, but that’s just the tip of the iceberg. Call recording can be so much more and can benefit your business in so many ways.