CALL RECORDING
www.comms-dealer.com
There’s high optimism in the call recording space elevated by
near-term projections of a hike in revenues, and call management
specialist Tri-Line is attacking the market from a ‘different angle’ after
scaling up expectations on the back of a record breaking first quarter.
Record margin in
Kay Tobin
call management
T
he current industry focus 57 per cent on the same period Tobin. “A straightforward it makes no business sense to
on new FSA regulatory last year. Tobin stated: “The clear integrated call logging/recording have one without the other. Tobin
requirements has raised message coming through from sale doesn’t require any particular added: “It is probably easier to
reseller awareness of the our reseller community is that the skill and should install seamlessly. cost justify call logging with the
need to embed call recording into downturn in the economy appears The value of the solution can be initial sale and up sell later to
their core product portfolios, not to be the driver for companies greatly enhanced when integrated include the recording option. We
only to address the needs of FSA seeking increased transparency with customisable leader boards are firmly of the belief that the
registered organisations but also and improved efficiency. This and third party applications. This is telephone system, call logger
to benefit other businesses across seems to be translating into sales where solution providers really can and call recorder must be part of
all levels of the market. The ability right across the board from small increase margin. Typical margins a complete ‘solution’ that forms
to meet regulatory requirements to very large organisations.” are 40 per cent but integrated part of a strategic forward-looking
is an ‘absolute must’ for any FSA solution sales can be far higher plan for the organisation.”
registered organisation, according But she believes that businesses will as they are impossible to price
to Kay Tobin, Commercial Director only make a decision to purchase against in many instances.” Tri-Line also believes that every
at Tri-Line. But unless the prospect if the product on offer addresses a telephone system installed should
falls under the new FSA rules they real business need, is easy to cost Despite the end user benefits of an by default include a call logger.
are unlikely to see call recording justify and simple to use. Tobin says integrated call recording solution It’s products are based on open
as a business critical ‘must- a decent intuitive interface and Tobin does not believe it is feasible standards and designed to be the
have’ just yet, she believes. 100 per cent true call matching are to force call recording on every ‘glue’ that binds the telephone
vital. “Most would agree that in- potential purchaser as ultimately system with other external add-ons,
“To get it to that point, the built call recording on the switch is it’s a business decision that must including recording whether in-built
customer must, at a minimum, be still the ideal scenario,” said Tobin. be justified by the company or external. Tri-Line is convinced
able to play with the interface “However, prices have dropped purchasing. “However, it is definitely that it is the power of the
and see how easily they can considerably in the last few years worth including as an option. And combined external applications
retrieve the recordings,” says so even external call recording it’s definitely worth going back to that create a true solution sale.
Tobin. “Without this basic step, is now an affordable option previous customer and offering
it will be a hard-sell to get them that can quite easily be cost it as an add-on,” she said. “Integrated call logging and
to really embrace the concept. justified. Reliability, ease of install recording are only the first
When it’s in-built on the switch, and ease of use are the drivers Tri-Line includes its call logger as step,” added Tobin. “Unlimited
it can even be turned on for that will push recording sales.” part the call recording solution. wallboards are included as
a trial, if done properly, there According to Tobin the reason standard and these are designed
is no reason why the customer Call recording has traditionally is simple: She believes Tri-Line’s with customisable panels which
won’t purchase a full license.” been a ‘concept sell’, according call logger provides ‘easy and can be populated with information
Tobin. She added that with advanced’ search capabilities from any external application.
Tri-Line is approaching the call online demonstrations it’s and she says the recording is just This is where the true value will be
recording market from a different ‘easier than ever’ to show how another call property, therefore found – in the solution sale.”
n
angle and its left-of-field approach call management fits into any
is paying off. Tri-Line reported an prospect’s organisation. “By
increase of almost 25 per cent offering the call logging as a free
To show that the actual
in business during its first quarter trial and providing an online demo’
recording is only a mouse
ending 31st January 09. Even to show that the actual recording is
better, enquiries and trials of Tri- only a mouse click away makes for click away makes for easy selling
Line’s products were up more than pretty easy selling,” commented
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
44 COMMS DEALER APRIL 2009 www.comms-dealer.com
PG 44 Tri-Line.indd 1 25/3/09 10:47:59
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