MARKET REPORT
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New regulations, end user requirements
to protect against litigation, and a
need to improve staff performance
are all factors that have created
unprecedented demand for high
margin call recording solutions.
W
ith margins
as high as
50 per cent,
along with
installation, maintenance
and leasing opportunities
it’s ‘criminal’ not to include
call recording in the sales
pitch, believes Steve
Cobley, Retell’s Head of
Business Development. because companies need Reynolds recommends that higher rate of customer
“Resellers have been known to hold onto their hard won every PBX should include retention,” he commented.
to lose PABX sales because
Phil Reynolds
customers and ensure that a call recorder, especially
their competitor offered the staff are well trained smaller businesses where Oak has identified what it
recording and they didn’t.
Resellers
and motivated to up sell, a dispute could have calls ‘huge opportunities’
Many sales people ignore and that they perform serious consequences if for resellers to upsell beyond
the opportunity because selling to the highest standards. not resolved quickly. “It’s call logging. “We include
they don’t want to move
solutions
Many companies are now possible that sales staff are powerful real time wallboard
away from their area of regulated and to fall foul of afraid of the technologies displays as well as screen
greatest knowledge. Also, can achieve rules on telephone selling but these days it’s much popping customer database
they have been put off by
even higher
can result in huge fines.” more straight forward,” or contact management
the price in the past. But he said. “A typical margin applications,” said Reynolds.
if they choose a supplier
margins by
Phil Reynolds, joint CEO is about 50 per cent “We’ve brought these all
that offers not only pricing
adding value
at Oak, also believes that which equates to about together in our Comms
options including rental more businesses have wised a 35 per cent discount Suite so that there’s always
but also a wide range of up to the need for dispute of our SSP, but if resellers the opportunity to upsell
products they might even solutions, the underlying resolution, especially at are selling solutions they every customer. It would
see call recording overtake demand has been created times when customers can achieve even higher be madness in the current
their traditional sales.” by SMEs, say Cobley. He will query everything. margins by adding value.” economic downturn not to.”
also cites new demand “Businesses are realising
Key factors influencing from second time users the full benefits of call According to Reynolds, Sales of call recording
demand for call recording where long maintenance recording. These benefits if a single switch goes products could have
are price, increased contracts have come extend to monitoring the out the door without call been stunted in the past
regulation, the drive to to an end or where their quality of service offered logging and call recording by an erstwhile healthy
improve customer service old systems cannot cope to callers as well as a then a big opportunity demand for system sales,
and the litigious nature of with older technologies training tool to develop has been missed. “Call believes CTI Group’s Head
society, points out Cobley. such as DAT tapes. front line staff telephony logging and call recording of Product and Marketing,
While the Financial Services skills. Oak has developed are so affordable it just Warren Drummond. He
Authority (FSA) ruling As a result, call recording new brochures for resellers doesn’t make business commented: “Because
that brokers, traders and is migrating away from that focus on the business sense not to have them. My switch sales have been so
dealers in the financial being an incidental add- benefits as opposed to the recommendation would buoyant there wasn’t the
markets must record on to a business critical underlying technology. be to sell solutions only as need for added extras.
their calls has catalysed ‘must-have’. Cobley These are driving new resellers will make far more But with switch sales
the market for recording added: “Even more so now sales for resellers.” money and will have a now on the decline call
42 COMMS DEALER APRIL 2009 www.comms-dealer.com
PG 42-43 Recording_spread.indd 1 24/3/09 12:52:10
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