SPECIAL REPORT ephemeral spoken word
ones who are able to identify wider needs and potential solutions from dialogue with their customers,” added Berry. “This obviously requires not only in-depth product knowledge but an ability to develop relationships where they are able to interrogate their customers to unearth these needs.”
Regarding mobile call recording, it is important to stress that as the cost of complying could be considerable, it is well worth exploring the options available to ensure the organisation’s current, and as far as possible, future needs will be met. “We are concerned that organisations will be rushed into adopting inappropriate solutions,” commented Berry. “We suggest that an effective solution should work without requiring wholesale changes to the infrastructure or network. It should be network agnostic and cater for a disparate technology environment which incorporates a diverse range of handsets.”
Powerful tool By unlocking call recording and putting it in the hands of the business users, call recording goes from being a necessary compliance evil to a powerful business analytics tool, according to Andrew Jones, Sales Director at Magnetic North. “By rolling out cloud-based recording, businesses cut risk, time to market and increase productivity, while channel partners create new high margin revenue streams for professional services for application integration and business intelligence services,” commented Jones. “Cloud-based pay-as-you-go
call recording systems are more scalable, less risky, more reliable and faster to deploy. The resilience of cloud recording and PCI compliance is a definite driver. We’re also seeing customers wanting a single repository for both mobile and landline calls. Customers with multi-site and home workers are also moving to the cloud to cut out equipment, costs and maintenance.”
Red Box Recorders has launched nine voice and call recording products, plus new finance options in the past 12 months. The firm’s key growth areas, observes Lee Jones, Chief Operating Officer, are also hosted solutions, in-cloud and virtualisation, along with new FSA regulations regarding mobile recording and other compliance issues. “We will strengthen our reseller model and grow our product portfolio with on-premise solutions while moving forward to offering everything currently available as a truly viable hosted solution,” he said.
For mobile call recording, the first issue for customers is getting a system that complies with the FSA regulations. “This might sound obvious but the FSA has a principles-based approach to regulation which is designed to get companies to decide more often for themselves what business processes and controls they should operate,” noted Jones. “This means there are some grey areas, as is often the case when new regulations are brought in.”
Companies need to decide if they are going to record all mobile conversations,
including private calls, and whether to include calls to and from voicemail. “Other issues include the number of mobile users, the type of handset used, the number of calls expected and whether the users are often abroad. These all have implications for the choice of system, the functionality required and the cost,” added Jones.
“Once the client’s needs have been clearly identified and understood, the next stage is to discuss whether they want a hosted or on- site solution. There are pros and cons for both but we are finding that some customers are going down the hosted path and leasing equipment to keep costs to a minimum, while they wait to see how the market and the regulations develop.”
Red Box Recorders has launched its own embedded mobile phone recording solution. It follows a decision by the company to offer customers a solution that does not discriminate between mobile and landline recording through price or functionality. In other areas, call centre deployments continue to show strong growth, notes Trevor Davis, Senior Product Manager at CTI Group. The drivers behind call centre sales are two- fold, he observes. Firstly, the market is a renewal market with old equipment requiring replacement. Secondly, many call centres are transitioning from digital systems to IP- based systems, which requires renewal of peripheral services such as call recording.
“Call centre managers are also implementing additional, complementary solutions that provide greater insight
into operational processes and tighter security and compliance,” `commented Davis. “Total interaction recording, both voice and screen, are now mainstream requirements. Voice analytics shows strong growth demand. PCI compliance is mandatory, with full automation expected. Analytics solutions are increasing in demand and complexity, with automated categorisation, reporting and alerting being key requirements.”
Mission critical The importance of call recording increases with many systems now considered mission critical. This means that high availability is an essential feature for systems, as well as flexible and secure storage and archival features. “The migration to IP-based systems also shows two distinct trends,” points out Davis. “Firstly, the growth in hosted IP telephony continues to accelerate, and with it the need for hosted call recording. Secondly, in-house systems are being consolidated into data centres and this requires a different approach to call recording, namely highly
scalable systems with geographically redundant configuration options.”
Currently the biggest growth area in the call recording market according to ComputerTel’s perspective is mobile call recording, ignited by the FSA’s pending new legislative changes. “With the deadline date still set for 14th November and with a marketplace holding out until the last moment to meet compliance, we should see the mobile recording suppliers extremely busy in the next few weeks as they attempt to meet these deadlines,” said Sarah-Jane Heber-Hall, Operations Director, ComputerTel, who also believes that the legislation will open up a wider opportunity.
“Once the market quietens down and the technology matures, new evolving markets will also embrace the mobile recording solutions now on offer. All businesses that provide any type of advice or directive should be capable of providing evidence of the spoken word. In the business environment we keep all of our letters, faxes, emails etc, but not the spoken word.”
New Sarah-Jane Heber-Hall
Have you booked your table for the Comms National Awards yet? Visit
www.cnawards.com
www.comms-dealer.com
evolving markets will also embrace mobile call recording
Sponsors the Hosted/Managed Services Category COMMS DEALER OCTOBER 2011 53
n
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78