Call Recording should be a one-time purchase

Why should call recording be a one-time purchase?

The initial selection of a call recording vendor typically entails quite a bit of work:

1) research and identification of requirements

2) market comparison of industry vendors

3) due diligence

If the relationship is maintained properly, the customer should never have to go through those steps again. The selected call recording vendor should be able to provide exemplary service, seamless transitions through evolving phone system technologies, consistent introduction of value-added enhancements, and an extremely high value to price.

Let's dispel some myths relative to the purchase of a call recording solution:

- Upgrade paths do not need to be a complete call recording rebuy
Updates and full upgrades/point releases should be included as part of your maintenance program. New features should be added continually as part of a valuable product evolution, rather than to save for the next big release with a hefty upgrade price tag.

Upgrading to VoIP shouldn’t require a entirely new call recording system
- At most, the recording methodologies may change, but you shouldn’t need to purchase an entire new solution. - VoIP recording systems use either Packet Sniffers or API connections with the phone system itself.

Implementing a new phone system should not necessitate a new call recording solution
- Many call recording methodologies interact with different phone systems in the same manner using the same equipment. - Direct API recording would require a different connector dependent on which phone system you have.
- You may be changing phone systems, but you’ll still be using the same core software solution.

The bottom line is you shouldn't have to rebuy your entire call recording solution every time your environment changes.

Making your call recording changes seamless

It's important to CSI that we make our customer transitions seamless. Whatever changes are taking place, we like it to be behind the scenes, with the only impact being to your continued call center performance improvement.

Change is also a continuous thing, sometimes happening slowly, other times it needs to happen yesterday.

What kinds of changes do we encounter?

- Changing from one phone system to another. We recently added Shoretel support because three of our customers moved to the Shoretel IP telephony platform.

- Changing from a block-of-time recording model to call-by-call recording. This happens when we can capture your phone system's SMDR feed. Most phone systems provide SMDR feeds.

- Changing from selective recording to capturing all calls. Depending on your industry, many companies face new regulations requiring all calls to be recorded. Some companies have also wanted to simply record all calls in order to help resolve disputes or "just in case".

- Changing from analog/digital/TDM to VoIP or hybrid environments. Every company's next phone system purchase may indeed be a VoIP system. We're one of the industry leaders with support for Avaya, Cisco, Nortel, Siemens, 3com, Shoretel and Mitel VoIP.

- Change from expansion or adding locations to be recorded. Many growing companies add locations. Some have centralized networks, some have completely different phone systems in each site. We have such a large array of supported platforms, it may have little impact. Going VoIP allows many companies to extend their internal network to any location, and even to at-home agents.

- Change from one version to the next. All CSI customers with active support agreements are brought along to the latest version of product. We also make periodic updates throughout the year with product enhancements.

- Change from other recording vendors to Virtual Observer (VO). We've rescued many companies from call recording vendors who force re-buy situations every time they have a new point release. Many companies also switch over to us because VO is a very user-friendly system with robust features which may be added as needed.

Whatever your change may be, our goal is to make it as seamless as possible to your day-to-day business operations.