Thursday, August 16, 2012

5 important telecom checkoffs in a call monitoring project

Whether represented by a phone systems dealer, or from an internal role, the telecom professional is always a part of the conversation when an enterprise team is considering purchasing a new call monitoring system. 

While the call monitoring system itself has greater impact across the entire contact center operation, the actual selection and implementation of a call recording component is a heavy responsibility for the telecom team, so it is important to ensure that the selected solution provides:

* Vast phone system support. Telecom pros want to make sure their phone switch is supported. Most call recording solutions will support traditional PBX models from Avaya, Cisco, ShoreTel, Mitel, Aspect, Nortel, NEC, etc.. Most of these same telephony vendors also provide VoIP versions, cloud-based versions, SIP-based systems or hybrids, and active recording options, which allow the recording system to dip right into the switch API.

* Low cost of ownership. Telecom professionals appreciate when their cost of ownership is minimized. For example, when they're upgrading to a new version of their switch, or moving to an entirely new platform, they want to be confident they will not have to re-buy a more compatible version of the call monitoring system as well.

* Future-Ready scalability. Telecom buyers enjoy a scalable solution which doesn't handcuff them as they add recording channels, locations, departments, remote agents, etc., and especially when they're ready to upgrade their switch to the latest version.

* Best of breed options. Some phone system vendors work so hard to educate buyers on the advantages of having built-in recording (even going so far to claim it's included in the base price of the phone system) that they think it's the only selling strength they need. In contrast, securing best-of-breed components in a call monitoring system which integrates with the switch at a reasonable long-term cost is a winning option which is difficult to argue with. Remember, what you're buying may be built in or bundled, but it's never "free".

* People working with people. It's nice to know when call monitoring projects kick off, you're going to be working with a solid and reputable team of people who will work hard to ensure your project's success. At the onset of most implementations, a kickoff team is formed with a telecom professional, an IT representative, and a project manager from the call monitoring vendor. 

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