Business Call Recording of All Endpoints Becomes Easy with VoIP

If you’re “of a certain age,” you may remember what companies had to do once upon a time to record telephone calls. It involved lots of on-site hardware, some unwieldy software and an enormous amount of data storage. There’s a reason so few companies did it: many businesses couldn’t afford it, and even if they could, actually finding the relevant calls on disks or tapes (yes, tapes!) was tedious and time-consuming.

Thanks to voice over IP business systems and the cloud, recording calls today is easy, affordable and largely trouble-free, thanks to search technology driven by speech recognition. Call recording is often an optional add-on service with business VoIP solutions. It becomes easy to engage in company-wide recording, and any direct inward dialing (DID) number or conference line can have the capability to record calls.

Recording becomes an optional “on-demand” service that’s available to record all calls all the time, or it can be engaged at any point during the conversation to keep conversations that are particularly relevant. This eliminates the need to listen to hours of call recordings to find relevant parts of a call.

Call Compliance (News - Alert)

One critical element of business call recording is legal compliance. States vary in their rules for call recording, so a business with transactions across state lines needs to be careful that all rules are being observed. In the “days of yore” (the 1990s), call recording systems offered no help in understanding the legal ramifications of recording. Today’s solutions are built to ensure businesses are observing the rules, even with mobile phone calls and calls made by a distributed workforce, or calls made through soft phones on tablets or computers.

Artificial Intelligence

Another technology changing the way companies record is artificial intelligence, which can “search” calls in a way that humans can’t, by identifying calls based on caller sentiment and intent. In the contact center, this can involve searches for calls that feature keywords, profanities (in the case of really bad calls), and specific products or services. Rather than finding them manually, the AI functionality can search and identify all the desired calls.

A Partnership for On-Demand VoIP Call Recording

White label hosted VoIP company Nexogy recently announced that it has partnered with call recording solutions provider Call Cabinet to provide business VoIP customers with a fully compliant call recording management solution that features AI. Call Cabinet connects to the Nexogy network to capture calls from subscribers (if they choose to record) on all phones – both hard and soft – and stores them in the cloud. Subscribers pay for only the recording capabilities they use, which makes it more compelling and attractive to reap the benefits of quality monitoring, including greater levels of customer care as well as legal compliance.

Edited by Maurice Nagle