The term Digital Recording refers to the
electronic recording of conversations directly onto a hard
disk in standard file formats. Due to today's low cost of
data storage, many centers now record every call for training,
customer service or..."just in case".
Besides the low cost of current technology, each call is
much easier to retrieve, copy and manage since it is a separate
Maintaining recorded conversations is a valuable tool for
quality control, order verification, and customer service
representatives training and development.
Recording can be done on-demand (when an operator or supervisor
manually starts and stops conversation recording) or full-time.
Full-time recording guarantees you will never miss the opportunity
to save an important customer service call for future business
analysis, and you will never lose the golden words from a
great sales call that may later be used for training.
Digital recording may be a feature internal to another piece
of call processing equipment or may be added on to an existing
phone system, ACD or dialer.
Systems that use open standards have the lowest acquisition,
upgrade and maintenance costs. They often allow you to choose
practices & media that are most appropriate for your archive/deletion
Detailed logging reports must also be available to take advantage
of the recording technology.
Many companies offer digital recording. What sets a product
apart from the rest is the underlying software technology,
which can vary significantly among systems.
All recording systems are not the same. The productivity
results, reliability, accuracy, upgrades and support all depend
on the individual vendor.
With flexibility and ease of use matching any independent
recording device, the software recording features must provide
accurate and easy to retrieve fully digital on-demand conversation
The solution must be a convergence-friendly truly open software
product that can interface with any proprietary or off-the-shelf
customer contact management system. It must be designed to
seamlessly integrate with nearly any existing infrastructure
or alternatively provide you with that infrastructure.
Here are some of the important elements one should keep in
mind when considering the implementation of a digital recording
Call Recording & Search Capabilities
- Is the solution capable of searching for audio that has
been archived to DAT or other media? What are the system's
search times for audio stored on-line and archived?
- How many extensions does the solution support?
- Does the solution use any proprietary recording technology
to perform audio compression? If so, what is this process?
- Does the solution support simultaneous record and playback?
How is this accomplished?
- Does the solution support remote monitoring and configuration?
Storage & Archiving
- How long does the solution store calls online?
- What kinds of storage options are available for the solution?
- What levels of redundancy are available to support the
- Does the solution provide scheduled/automatic archiving
System Administration & Alarm Capabilities
- Does the solution provide multiple levels of security?
Is the solution capable of assigning user specific access
- How is this accomplished?
- How does the solution protect against unauthorized access
to selected areas or recordings within the system?
- Does the solution provide a history log showing recent
system activity? What are the system's reporting capabilities?
- What are the "self-testing" and/or system alarm
capabilities for the solution?
- Does the solution have the option of dial out alarm or
event that will notify via pager or fax?
- What are the solution's system requirements (i.e. OS,
switch connectivity, CTI integration, recording channels,
- Are the hardware and software components of the proposed
solution TCP/IP compliant?
These were a few of the questions to which answers must undeniably
be provided. Convergix can guide you in the process of selecting
the optimal digital recording solution. We can get involved
at all, or any, level of the process, be it the assessment
of needs, the implementation coordination of the solution,
the evaluation and choice of products and suppliers.