SPECIAL REPORT Time to fi x the fl eet and e
Businesses routinely store communications data such as email, but voice interaction remains largely lost post-conversation. However, new FSA mobile call recording regulations that come into force in November could provide the impetus to fix voice in time.
not just for mobiles but for fixed line too, points out Phillip Reynolds, Joint CEO and Co-founder of Oak. He commented: “Mobile recording legislation should be seen as the catalyst to drive sales, not just to those organisations that are covered by the new legislation but to all businesses. Using our mobile solution, calls are recorded directly to the recordX platform and are immediately available through the same user interface. In other words, fixed, mobile and SIP recordings are all searched for and viewed in exactly the same way. I’d like to see some mobile carriers host call recordings in the cloud and provide an API for secure access for playback or download. We’ve already added this ability to recordX ready for any changes in the technology landscape.”
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Reynolds is seeing big growth in larger system sales where end users are paying in the region of £20,000 to £50,000 to Oak’s channel partners for the recordX system. “Users are looking for powerful but easy to use systems that fully integrate with their existing contact management systems,”
ow is a great time for resellers to drive sales of call recording,
added Reynolds. “This is an area where we excel as we integrate with more than 100 CRM and database systems as standard, and can easily accommodate bespoke integrations in a timely manner.”
From a management perspective on call recording, the issues that Tri-Line is asked about most, whether mobile or landline, focus on easy and immediate access and multiple access levels. “No solution is usable unless it’s relatively easy for users to retrieve calls,” said Kay Tobin, Commercial Director at Tri-Line. “For most this usually means secure access from anywhere. Managers also want the ability to easily define and restrict what a user is allowed to access.”
Take note
The ability to score and add notes is also a priority, notes Tobin. “This allows users to easily tag calls, or sections of calls, so they can identify relevant calls or sections later on,” she added. “It’s impractical to have to keep playing a number of calls just to find the relevant section. And for users with more than one site, they need to record all calls without the huge implications of pulling recordings across the network. They also want access to all calls from
anywhere. This is our biggest growth area at present.”
Forced regulation presents an opportunity for the channel, however some work needs to be done to make this a workable solution for the end user, believes Tobin. “Users who already have recording on the PBX expect the call to be available immediately, and they expect the same with mobile. But mobile calls are treated differently to landline calls and seem to operate under a different set of rules,” Tobin said. “It seems bizarre that most companies can have up-to-the-second information on all landline calls including the recording, but either face a huge delay in getting any mobile data or are forced to access it via an entirely separate system.”
While PBX calls are easy to log and record, recording on the plethora of mobile phones currently available isn’t as straightforward, says Tobin. “Most can be integrated in some form but the functionally and associated costs vary from device to device. This can cause confusion in terms of functionality and also make it difficult to price from a channel perspective,” she said.
The ideal solution for most end users would be a single
Phil Reynolds
Mobile recording legislation should be seen as the catalyst to drive sales
interface that provides access to all call logs and their associated recordings, notes Tobin. “We’ve had the ability to take a live feed of mobile calls built into TIM Enterprise since 2008 but haven’t found a mobile provider willing to provide this data live,” she said. “This is regardless of whether calls are recorded or not. Some will provide daily or weekly feeds but this doesn’t really help larger organisations that want immediate visibility of all user activity.”
Driven by the need to achieve increasing efficiency and customer service benefits, organisations are now focused on interaction logging, covering not just speech but also activity and location tracking, observes Chris Berry, Director of Liquid Voice. “It is no longer
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sufficient for an enterprise to be able to track call activity. They want a comprehensive log of their employees’ activities whether in the office, working at home or on the road,” noted Berry. “As such, we have seen a tremendous amount of interest in our Activity Monitoring software. This provides detailed analysis of individuals’ working practices, monitoring desktop activity, minute-by-minute. For example, logging how long the member of staff has spent emailing or on the Internet and reporting on which computer programmes and files they have used and for how long.”
The solution operates with remote and field-based workers as well as office- based workers. “Our most successful resellers are the
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