6. IP Call Recording:
Why Record Interactions with Your Customers

Contact center operators, public and private security personnel and salespeople communicate on the phone with thousands of people every day.

A right to record a phone conversation is provided for some business areas by law. In other cases, a recorded phone conversation may help you:

• settle disputes,
• monitor and improve customer service quality,
• get an accurate picture of customer interactions.

Depending on your business specifics, you might need to record all the phone conversations with your clients or allow your personnel to decide, when a conversation should be recorded.

Generally, call recording software can:

• manage phone channels;
• record calls;
• manage the recording modes for different users/groups - record on demand, continuous record or prohibit recording;
• store the recorded calls in a single storage and manage them.

IP Call Recording Integration

Custom applications will allow you to integrate your IP call recording application with CRM, call center software, compliance and security applications and collaboration solutions to leverage the value of call recordings.

Often, call recording software vendors offer APIs to their solutions for 3rd party companies to create custom integration solutions, for example:

• Contact Center - you may want to integrate the call recording software with your contact center to automatically record a call, identified by an agent ID, ANI, agent skills etc.,
• CRM – integration with a CRM system will automatically link the recorded calls to customer records, along with other customer interactions (emails, notes, files etc.).

IP Call Recording Vendors

Call recording software is offered by dozens of 3rd party software vendors. Some of them only work with a particular IP-telephony platform, while others support several industry leading IP telephony vendors.

To list some of the call recording solutions:

• Arc Call Recording by Arc Solutions
• iRecorder by Vocalcom
• CallREC by ZOOM
• Callrex by Telrex
• Carin by TC&C
• Impact 360 recording by Verint
• IPFX Call Recording by IPFX
• VPI Capture Pro by VPI

What to Do Next

So, most call recording software provide the same functionality:

• record the calls using several recording modes,
• manage the archive of recordings.

But when choosing an IP call recording vendor, you should think one step ahead – do you simply need to record your phone calls or if you want your recorded calls to be linked with other enterprise data? If so, pay attention to integration APIs the vendors provide.

Read the next chapter: 7. Audio/Video Conferencing - What’s New in IP Conferencing Solutions

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