What call recording software do you prefer?

Jay,

My company has implemented a call recording service from Witness who was purchased by Verint just prior to our implementation. We had some difficulties installing the solution, but I chalk that up to the transition difficulties the company went through. Since then we have experienced very few problems with the system. We would like to have implemented a solution with a few more options for user management but nothing that was a show stopper for us.

We have our solution installed on a Nortel CS1000 PBX and most of the third party vendors will work with all different manufacturer's of phone systems, both digital (like ours) and VOIP (like our next solution the CS1000E). Their website and most all other 3rd party solutions work with most all manufacturers.

We looked at other manufacturer's such as BlueC, VPI, Engage (Call Parrot) Revcord, etc. But decided on Verint for the rest of their suite in product office for workforce management, voice analytics, etc.

I would lean more towards third party vendors as their are very few large phone system manufacturers/developers that actually write their own software. Most form a relationship with a 3rd party developer and rebrand it. Our solution was what Nortel rebranded as the their private solution. Remember the software really stands alone outside of accessing the central database for the phone system.

You still want to address you concerns with Cisco to ensure that you are getting your ROI and not double spending on your investment. Unless you have recently implemented and are holding off final payments until the system is stable and can minimize your losses.

Oaisys Tracer

If you can afford the reports, I'd look through some of the analyst reports to get a good idea of what features you might want. I would then add the integration needs from the perspective of the agent, supervisor, managers and others. Recording everything at a single location is easy. Beyond that, you get into features and costs. The really expensive features are often the ones you want after you have had the product for 12 months and realize what you really wished you could do. Do a site visit of someone with your "best and final" vendor list and ask them these questions.

Mark,

I've used CallCopy (www.callcopy.com) for years and really like the solutions they offer. Within the past year or two they've tested compliant with Cisco and are starting to gain some traction in the Cisco arena. They have a lot to offer that come standard (free) with their recording system. My previous company had Avaya systems across the entire company and had been using CallCopy on that system. However in the past they had some legacy equipment with eOn, Aspect, and Nortel that were also running CallCopy.

I haven't used this feature, but I saw on their website that they have an API/SDK available specifically for integrating with 3rd party systems. Might be worth a call to see if that's something you could benefit from.

I would recommend Majuda Voice. Family run call recording and quality management business. Great staff and expertise. Have been around for 10+ years now. We had seamless integration into our MItel PBX and their proactive support and monitoring tools keep our IT staff free of hassles.
You can check them out at www.majuda.com

There are many factors to consider when purchasing a call recording solution.
1.) Is your company and phone system going to grow?
2.) Is you telco infrastructure likely to change to new technologies in the future and how well equipped is the companies you are assessing able to handle this?
3.) Security
4.) Compliance
5.) Quality Management
These are just to name a few. I have put together a document outlining some of the larger points to consider which you can download from http://www.majuda.com/call-recording-whitepaper.asp

Obviously price is also a driving factor. In call recording it is extremely important to understand the total cost of ownership of implementing such a system. How much will it cost if I add more extensions, how much will it costs if I add another trunk line. Will i be charged to add more supervisors. How much will i be charged each year for maintenance and support. It is always important to have all these questions answered by any vendors your talk to about this technology. Be careful about skillful sales agents trying to manipulate numbers to make it appears like you are getting the best deal up front only to find out that down the road you are going to be hit time after time for growing or improving your system.

Keep in mind to also make sure that the vendor you choose has the expertise and the capabilities of integrating there solutions with any CRM, ERP or custom built solution that you might already be running within your office or call center.

Since 1983 years Digital Speech Systems has built a powerful reputation of innovation while providing leading edge solutions with preeminent support at a very competitive price. DSSI’s WinVCL is an important and critical tool for enterprises such as financial companies, insurance companies, customer service call centers, law firms, health care operations, public safety entities, government agencies and command & control facilities.

Please contact me at (972) 505-3006

Dear Sir,

I would like you to use zoom call recording.It is a very good solution u could use with ur cisco IPT infrastructure.Zoom is partner for cisco and it is supporting all kinds of UCM versions and it is even support call manager 8 new features beside there is screen recording and many other applications that can be integrated with the call recording system.Zoom really have a very good support and the system report direct to zoom if there was any failure they are going automatically to give you the support.