www.comms-dealer.com
MARKET REPORT
TH CALL RECORDING
listening skills and product FSA legalisation requiring
knowledge. This approach mobile phone calls to be
provides the agents with a recorded is inevitable and
clear development plan, will force many companies
improving quality and to invest in new call
improving staff retention, recording solutions that
while providing a clear can handle mobile phone
audit trail for HR purposes.” call recording, highlights
Mark Shane, Sales Manager
Cowhig notes an increase at ICON. “This can be a
in demand for integrating burden for the SME. An
the voice recorder with a alternative to replacing
company’s CRM package. the existing FSA compliant
“This used to be the call recording system is to
domain of the large call use an FMC solution with
centre with expensive the legacy call recording
professional services costs product. This makes the
and lengthy timescales. mobile phone part of the
However, due to simple
Chris Berry
company’s telephone
integration technologies system no matter where
this is no longer the case,
The
the user is, meaning
with integration taking
wider
that phone calls can be
days rather than months.”
business
recorded for compliance
or training purposes using
In 2008 call recording
community
the company’s central
Record 09 call recording from Oak specialist Liquid Voice had
its most successful year
is now more
call recording solution,
just like the calls made
recording should be seen customers and we want with growth of over 100 per
attuned to call
and received on the
as an opportunity for high to be able to support their cent in key areas of the
margins. The technology efforts. We aim to provide business. Chris Berry, Business
recording
fixed line extensions.”
is now widely available any size of business with Development Director at the Chris Berry at Liquid Voice
and is much less costly the benefits of voice Leeds-based company, says call recording sales. Then sums up the reseller
than many sales people recording and storage, the market is continuing to in terms of the sale, we opportunity: “More
imagine. The proliferation of from small SoHo clients all expand. “The wider business supply all of the collateral businesses see call recording
IP-based solutions will drive the way to hosted solutions community now seems a dealer needs, pricing as a must-have these days.
the change. Demand for for hosted VoIP providers much more attuned to the calculators to assist with In an economically frail
more services at a better and large enterprises.” idea of call recording. In a specifying the products marketplace, businesses
price point will prompt market where businesses and attend demonstrations can afford even less than
sales people to offer the The biggest driver for call cannot afford to make as required to support the before for transactions to
best packages. As the recording across all sectors mistakes, organisations are whole process,” Berry said. go wrong. Call recording
call recording market and is to improve quality, using call recording as a is increasingly recognised
pricing develops, more and especially in helpdesks form of indemnity in order However, he concedes as a form of indemnity
more new PBX sales will and small call centres, to back up sale or purchase that it is sometimes difficult against mistakes with order
include call recording.” says Andy Cowhig, Sales transactions,” he said. for a reseller to be price processing and transactions
Manager at Storacall competitive where PBX over the telephone.
CTI Group has reviewed its Voice Systems. “The cost Liquid Voice attributes sales are concerned:
strategy to put resellers at of staff justifies any tool much of its growth to IP “I can understand that “Nowadays, call
the heart of its marketing that leads to improving recording, both SIP trunk resellers are sometimes management is a bi-
decisions, said Drummond, the performance of and IP end-point, which is a reluctant to try and force product of the call
and he aims to motivate workers,” he commented. more affordable proposition too many additional recording system so we
the call recording market “Nowadays, even small to TDM recording, says products and services on invariably find it works
with initiatives such as helpdesks are able to the firm. Because of the top, despite the obvious the other way round.
rebranded literature invest in a voice recorder software-only nature of prospect of additional While not everyone is
to create leads for the with a fully integrated this type of recording it margin. That said, where ready for call recording,
channel, as well as quality monitoring tool, reduces the cost of sale there is a clearly identified we find that giving our
designing call recording enabling the supervisor to which Liquid Voice in turn business benefit for a resellers an affordable call
products suitable for all take a random sample of passes on to dealers. “In voice recording solution, management offering to
sizes of resellers and end recordings for an agent, terms of margin for resellers, especially one which could ship with their PBX sales
users. “Our resellers have mark their scores against we offer anything from to potentially offer efficiency offers an ideal platform
established and trusted a balanced scorecard of 45 per cent dependant gains or cost savings, it’s for them to up sell the call
partnerships with their quality measures such as upon annual value of certainly worth a try.” recording.”
n
Call Explorer and Voice Explorer
www.sales@cubix.co.uk tel 01494 678661
34 Candlemas Lane,
integrated call management and voice recording Beaconsg192 eld, Bucks, HP9 1AF
www.comms-dealer.com COMMS DEALER APRIL 2009 43
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