Call Recording Advice

"We have seen companies come and go and to stay ahead of the game – its change, change and change again" ... says Stephen Thurston director of business development. In a market where the dynamics change more frequently than Beckham’s hair style, 20 years in the call recording business is a lifetime in comparison to other technologies, and the changes just keep on coming. Business Systems opened its doors as a start-up in November 1987 taking its first analogue recorders...

We all know the old adage ‘nobody ever got sacked for buying IBM’ but in the call recording industry there is no obvious supplier or product, which comes out on top. So how do you even begin to approach the complexities involved in buying what is no longer a simple call recording solution? An Analysis, Objectives and Results (AOR) study is generally a good starting point to assist in defining your business goals and objectives whilst getting everybody focussed on...

When looking to implement a voice recording system, ‘open’ headsets is something that can get overlooked and only comes to light after the event. Unfortunately that’s when you discover the associated problems and by then, it’s too late. So what’s the problem and how does it manifest itself? It’s really quite simple; with the headset being ‘open’ all the time anything that an agent says triggers the recorder and keeps it operating all day long. This means that the recorder...

not as hard as you may think! A common goal to all users of  a Call Recorder systems is the need to search for recorded calls against meaningful criteria and quickly recover them for replay. As long as the calls are resident in memory or HDD this is possible but once they have been archived to discreet media the process stops dead in its tracks. This generally means that calls for the last few weeks are easily recoverable whereas the...

As more organisations utilise IP telephony, NICE have added an active VOIP recording facility to their offering. Up until now if IP calls were encrypted for security purposes, it was not possible to record them. With the new active VOIP recording facility, encrypted calls can now be captured and replayed just the same as any other calls. Enhanced recording applications on IP telephones NICE is launching a new series of phone applications for the Avaya and Alcatel IP environments, which...

Chris Files, Quality Development Facilitator at FedEx Custom Critical gave firsthand experiences of providing a 24/7 guaranteed service to clients across North America. Integral to the success of this service, FedEx realised they needed to provide and maintain a high quality of service at all customer-facing levels. High quality does not just happen by accident and FedEx knew they needed a sophisticated monitoring and coaching programme to deliver the results. Using the latest in call recording and analytics software FedEx...

The Editor steps in... The Monitor regrets to inform its readers that it has lost contact with the intrepid News Hound after he ventured out on the trail of a rare Voice Recording specimen believed to be somewhere in the frozen north a little east of Milton Keynes. The Monitor can confirm that despite the wishful thinking of some members of the editorial team, the rumour that the News Hound is being held captive by terrorists is untrue. Neither is...

Business Systems Applications Development Team are working with a number of customers presently to enhance the way they use their call recorders. An example of this is a new application, which can save the need to purchase replay software licenses for all call centre representatives. The application provides a link between the call recorder and the customers CRM application. A unique call-reference number is taken from the call recorder and inserted into the CRM application. When an agent needs to...

There is no denying the fact that when Nice bought their major competitor Thales Recorders in 2002 a big chunk of 'customer choice' got axed in one fell blow. With the introduction of the Vocal Recorder range in 2003, a lot more choice is being given back to the customer and restoring the market-balance. "We believe that our customers now have the best system choices available;" comments Stephen Thurston Sales Director of Business Systems UK Ltd: "by selecting COTS technology...

Our thanks to the curator of the Austrian Submariners Museum for sending this picture (the extent of the Monitor's readership is truly amazing). Just one glance at this photo and the nostalgia is so thick you can almost smell the mixture of salt air and diesel fumes; it makes you want to say things like, "when I was a lad, we made voice recorders out of girders". In an attempt to trace the history of these wonderful examples,we once again...

Up there with life's monumental dilemmas comes voice recording - Trunk-side recording vs. Extension-side, which one is right for your organisation? Both are well-established and mature offerings with hundreds of thousands of channels deployed globally. The following matrix highlights the advantages and disadvantages of each offering: In general the larger the recording requirement the higher the costs will be for extension-side recording. The management costs also increase. The Achilles heel for the trunk-side offering is its inability to record internal calls....

Do you remember those ads on the telly with Victor Kyam, extolling the virtues of a particular brand of electric shaver and offering to give you your money back if you weren’t completely satisfied. Indeed, Victor was so happy with his shaver, he told us he bought the company! Well we’ve decided to take a leaf out of Victor’s book and do something similar, with our call centre advisory service. Business Systems introduced an advisory programme at the beginning of...

Richard Mill, Managing Director, Business Systems (UK) Ltd "So what are the new trends in recording technologies..."Call Recording technology underwent major step changes in the mid 90’s with digitisation and developments focused on Call Centre applications. The last 4 years have been less eventful but this now looks likely to change. What we are seeing is a move to more open architecture and the introduction of more generic Call Recording software for general business. These introductions compounded with the use...