8 Questions to ask your call recording systems vendor

Thinking of buying a call recording solution?
If so, there are a number of factors you will need to take into consideration prior implementation, to ensure you are making the right choice for your business and choosing the software that will deliver in the area’s you need the most.

With over 25 years of experience, here at Business Systems (UK) Ltd, we have come across numerous questions raised by potential buyers and clients that might be of interest when looking for the perfect solution for your business needs as well as your environment. To put it simply, when it comes to call recording, there isn’t much we haven’t encountered!

1. Is the call recording solution compatible with your current telephony? – Most manufacturers will support the larger telephony solutions (e.g Cisco, Avaya, etc…), but it’s always worth checking with your vendor that the solution can record your current telephony. This will ensure a smoother installation process.

2. Is multi site recording required and can the call recording solution support this? – Does this require local recording infrastructure or is centralised recording supported? (do you think we need more explanation on this one?)

3. How is the call recording solution licensed? – Some manufacturers license their product on a call concurrency basis, while others license on a per device, per seat or per agent basis. Which one does yours fall under?

4. How are the calls stored within the call recording solution? – Is there any encryption applied to the recorded audio files? How much storage is required for the audio (does the solution compress the audio), and what format is the audio stored in? (e.g WAV, MP3 or proprietary format).

5. Does the call recording solution support secure user access to the system? – Can the solution limit access for recordings to certain roles within the organisation?

6. Can the solution be virtualised? – With VoIP integrations, it might be possible to host the call recording solution within a virtualised environment. Check that your virtualisation host (e.g Hyper-V, ESXi, etc), is supported by the call recording system.

7. Are there any resilience options? – Does the call recording solution support any failover in the event of a fault on the system? What levels of resilience are offered as part of the solution?

8. How will your call recording software comply with any future changes in legal regulations or codes of practice? It’s important that any call recording system bought now can cope with future changes in the law, or industry codes of practice. Double check with your vendor that the system you are considering is flexible enough to comply with potential changes if need be.

We’ve outlined just a few of the questions that you should keep in mind when you begin considering a new call recording solution.
Do you have any additional questions that are not always thought of during the buying process? Contact our team and we’ll add them to the list!