NEWS INTERVIEW
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CyberTech’s hit record

Global call recording specialist CyberTech now
has offices in 10 countries, distribution deals
in 50 and global support agreements in 160
individual territories. The company was founded
in Holland and is now celebrating its 25th
anniversary. According to UK Director of Sales,
James King, the channel is key to success.
yberTech’s growth story to suit a client’s needs than most.
C
mirrors the changes in “Because we have bespoke
the market for voice development teams that are very
recording over the reactive and a lot less expensive
last quarter of a century. King than our competitors to deploy,
noted: “When I joined the voice we can work on integrations with
recording market it was very customer databases and CRM
much about box shifting, and platforms to improve search
there was little data that could functionality and provide data
be attached to calls. Now things mining facilities,” added King.
have changed dramatically.
You can do much more with the Call recording is increasingly
recordings because you have ubiquitous, says King, for two reasons.
James King
much more to identify them with.” It’s a market driven by the need
for compliance by financial firms, Industry Data Standard Security portfolio is an easy way to increase
Unlike companies that have but cheap, manageable storage (PCI DSS) requirements. CyberTech revenue without expanding the
diversified over the years into and ease of use means that more is in the consultation group of the customer base, by upselling a tool
many areas, specialisation is key companies are seeing the benefits Financial Services Association and that has proven benefits. “We’ve
to CyberTech’s strength. Voice of using recording for conflict participates in workshops around wrapped around our recordings a
recording is the foundation of resolution and training purposes. the issue of mobile phone recording very intuitive and fully integrated
its portfolio of solutions, but the “A lot of organisations can get a for stock traders. “There are many performance suite,” he says. “One
multi-media offering of CyberTech rapid RoI just by changing the way more applications of mobile phone of the key benefits is that it will find
includes solutions that record and they handle voice recording,” King recording outside of the compliance calls for you based on a certain
analyse not only voice (telephony explains. “One organisation, a major driven market,” added King. criteria. End users can spend more
and radio) but also screens. As travel company, implemented one “There’s the public safety market time having an effect on any
a result of its focus, CyberTech of our solutions through a partner – being able to record 999 calls problems they uncover, rather than
claims an 80 per cent share of the that was in excess of £100,000 of and so on – where voice recording just finding them in the first place.”
UK Ambulance Service market, new business. They expected to began, but the commercial and
approximately 40 per cent of receive a return on investment public sector applications are Despite a long history in what was
the Police Market and is gaining within 12 months based on reducing many and widespread. A social until recently a very niche sector
dominance in the UK and global write-offs. That’s outside the softer worker, for example, might want of the industry, King still relishes the
financial markets. This tight strategy benefits around improved support the safety of having their calls day-to-day activity and the variety
means that CyberTech relies on and training for their employees recorded while at appointments. call recording offers. “We have
its relationships with key channel which are more difficult to measure.” The police or a mobile salesforce very diverse markets, and lots of
partners. “The requirement for can all benefit too.” different channel partners offering
good channel relationships is so The next big shift in the market lots of different technologies,”
much more important now,” says is being driven by the need to For channel partners, says King, he commented. “You certainly
King. “Because the solutions are comply with Payment Card adding voice recording to their don’t get bored, that’s for sure.
so much more deeply integrated I remember one day being in
than they were when you an undertakers in the morning,
were just tapping off a line.”
The requirement for good
a global financial centre by
channel relationships is
lunchtime and a contact centre by
King argues that this means the end of the day. I don’t know
CyberTech’s solution is more so much more important now many places where you can get
flexible and easily customisable that kind of diversity.”
n
22 COMMS DEALER MARCH 2010 www.comms-dealer.com
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