MARKET REPORT Call Recording
“Cloud-call recording offers scale and can be deployed immediately without the need for on-premise equipment:
saving businesses money, time and resources.” Head of Channel Sales - KCOM
when thinking about cloud
vs on-premise solutions.
Not only do cloud solutions
have architecture specically
designed to provide maximum
data security, the very nature of
cloud storage means that data
is stored away from business
premises and the dangers that
reside therein. e risk of theft,
damage, and tampering are all
reduced when calls are stored in
the cloud, and cloud solutions
can even oer data sovereignty
with dedicated data centres
within a specic global region.”
John Hardick at Avaya,
says that in general, there is
no reason for not putting the
recording solution in the cloud.
“However, there are
considerations that need to be
John McKindland at Nimans
taken in to account; where is
the data centre and where is the
data being stored and who has
access to it? All of these will
impact the customer’s ability
to adhere to their compliance
requirements. e other piece
of the jigsaw is bandwidth – it
needs to be understood that
the recorders themselves would
ideally be placed close to the
source of the media stream
they are receiving, as this can
drive signicant bandwidth
requirements and therefore
costs.”
Simon Whatley at Tollring,
says that cloud-based delivery
has evolved to the point where
the initial challenges that users
and the channel experienced are
no longer an issue.
“As the wider business
services market has advanced to
where even the most precious
business data is often cloudbased,
such as accounting
packages and CRM, trust in the
cloud has greatly increased. e
benets of cloud delivery and
storage outweigh the negatives
around on premises, and a
general focus on security and
compliance has forced these
elements to be addressed.”
“Not anymore,” says Mark
Curtis-Wood at Vaioni, “e
barriers have been cost and
ease of use and understanding.
With the ability for a user to
pay a simple monthly price per
user and when recordings are
stored for life with no worry
about running out of storage
capacity, why would you not?”
What kinds of innovations
are we likely to see in 2020 and
beyond?
Trevor Davis at Enghouse
says there will be a growing
focus on understanding the
customer journey across
multiple channels.
“Customers can now engage
with businesses in multiple ways
and over a period of time they
may interact using dierent
channels. Customer journey
analytics looks to monitor this
process and understand it more
fully as well as revealing where
the business’s customer service
strengths and weaknesses lie.
Customer journey analytics
is still in its infancy and is still
predominantly being utilised
by large enterprises today, but
it is evolving fast and we see it
ltering down into the midmarket
over time.”
ED SAYS…
As call recording develops and leading-edge applications become more mainstream
these will trickle down to the SME. Alex Grantat 24 Seven Cloud makes a good point
when he says that a bigger use for Call Recording products moving forward into 2020
and beyond will be for coaching and developing colleagues as firms seek out improved
customer service.
Not for the first time, we are hearing the arrival of ‘AI as a Service’ is set to become
the norm.
customer.”
I suspect this will grow as the
optimisation achieved in the
contact centre is extended to
attempt to optimise the service
delivery arm in the back oce.”
Is there any reason to not put
your call recording into the
cloud?
“For many cloud suppliers
compliance represents a real
issue and that’s understandable
as various elements are
challenging to manage,” says
Iain Sinnott at VanillaIP.
“Dierent types of device,
call forwarding, platform
access, monitoring and
analytics, coupled with
exible working means the
solution needs to be quite
smart, especially for MiFIDii.
e benets of call recording
however are massive and so
neither the customer, nor the
supplier, should give up the
tool just because it’s not easy to
deliver.”
Ian Bevington, Marketing
Manager at Oak Innovation
commented, “e drivers for
recording are wide ranging,
with many opting for on-site
deployment for reasons of
control, ease of use or longterm
access to voice data.
e good news is, the latest
recording solutions allow users
to decouple the deployment
decision for telephony,
recording and storage to meet
all needs.”
“Absolutely not!” says Dave
Hawkins at KCOM.
“Cloud-call recording oers
scale and can be deployed
immediately without the need
for on-premise equipment:
saving businesses money, time
and resources. Calls can easily
be retrieved using a simple
keyword search and can be
integrated automatically into
CRM systems for future follow
up.
On-premise equipment will
have more limited storage
options, and the cloud oers
limitless potential with
unrestricted scalability.
Security is another key area
28 | Comms Business Magazine | February 2020 www.commsbusiness.co.uk
/www.commsbusiness.co.uk