The Call Recording Service allows the CSP to offer voice call recording, storage, delivery, and playback functionalities to enterprise subscribers. The multitenant service provides enterprises with a centrally managed system which can be utilized and accessed regardless of the user’s location. The CSP can offer Call Recording as a standalone service or bundle it together with Virtual PBX and Virtual Contact Center services to enhance their functionality.
The subscribers have full control over the service and can choose which types of calls are recorded and stored. Calls can be recorded on demand or by using predefined automatic call recording criteria and scenarios. All records are kept in a secure record storage which can be accessed via a convenient Web GUI or received via email. To provide context for the recorded calls, the service can be integrated with the enterprise’s CRM or other IT systems to show additional information based on the caller’s MSISDN or called number / call center agent ID.
The Call Recording Service provides instant scalability to the enterprise, making it attractive to various types of businesses interested in improving call center agent performance and increasing overall service quality. As the service is based in the CSP’s infrastructure, subscribers can start recording their calls on demand without installing any software or investing in their own infrastructure.
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Multiple Recording Modes. The service supports multiple options for recording calls, such as fully automatic recording, automatic recording with storage upon request, and recording on demand.
Recording Criteria and Scenarios. The service may be configured to only record calls during predefined time periods, calls to/from specific MSISDNs, or random call center agent calls. The service also includes a fully configurable IVR dialog which can be used to set up custom pre-recording announcements.
Record Storage. Recorded files are stored for a predefined period (or indefinitely) and can be received via email or browsed, played, and downloaded via an easy-to-use Web GUI.
Storage Accounting. The service provides detailed storage records for each subscriber, allowing the CSP to charge enterprises depending on the resources they use.
Service Provider Benefits
Increased ARPU. The service allows the CSP to create flexible charging plans for service usage, such as a monthly fee, a fixed fee per record, packages for a certain number of recorded calls, record storage fees, etc.
Customer Retention. The service helps enterprises to simplify the capture of information during phone calls and increases their overall productivity, reducing the possibility of them switching to another CSP, especially one which does not offer call recording services.
New Subscribers. Call Recording can serve as an excellent selling point when attracting specific enterprises (such as stock brokers, banks, other financial institutions, and telemarketing companies) where call recording may be required by law.
Productivity. The service increases productivity during both regular and conference calls, as the attendants do not need to take notes and can stay focused on the conversation.
Extra Values. Call Recording allows enterprises to improve service quality, ensures customer care agents are compliant to script, and can be used for future reference or as proof of service.