Call recording is one of the core requirements for contact centers. With voice still being the most critical and main channel used, being able to securely and reliably record calls no matter where the agent sits is a must—especially in today’s environment.
In addition, something we’ve all experienced recently, being able to rapidly respond and adapt to change is a core requirement for any business.
Some contact centers found it easier to adapt than others. As you look to the future and ways to improve going forward, following are considerations to keep in mind for the basic but important requirement of call recording:
If you’re not already in the cloud, definitely look at a cloud solution:
Regardless of how you choose to deploy – on-prem, cloud or hybrid – you’ll want a system that’s easy to manage and maintain. Look for a recording solution that affords proactive maintenance and monitoring capabilities from a single, web-based administration tool. This is especially important for global or multi-site contact centers. Your administrator doesn’t want the hassle of logging into multiple systems and applications to maintain all sites. Look for a recording solution that allows your administrator to configure, monitor and maintain all sites from one system and one administration console that’s accessible from anywhere at any time.
Check that you have the freedom to choose the recording option that works best for your company.
Call recording is the start of the data trail that leads to the all-important voice of the customer. Be sure you have a recording solution in place to securely and reliably capture that voice.
Learn more about Calabrio Call Recording that’s part of the fully integrated Calabrio ONE suite.