Like just about everything in life, sometimes it makes sense to make a change - sometimes for sheer betterment and sometimes simply to try something new. It doesn't mean you made a mistake. It could just mean that something better comes along. This is certainly the case with call recording software. No two are created equal, and some have capabilities others simply can't match.
Your current business call recording solution may be doing a nice job at capturing your customer calls, but there could be limitations that keep you from getting the very most out of your customer interactions - like discovering customer insight, sales and marketing trends, compliance issues, dispute resolution evidence, workflow disruptions, agent performance issues, etc.
To be sure you're current total call recording solution is up to the task, ask yourself if your software can do the following:
- Record your calls on separate channels - that is both parties are captured on separate tracks so they can be distinctly heard without over-talk - this helps power highly accurate transcription and speech analytics to maximize rich discovery of customer intelligence.
- Integrate 3rd party data sources (CRM,, analytics, etc.) with your call recording audio and meta data (using a common, standard REST API for simple integration) to gain a 360-degree view of the customer.
- Easily record calls centrally across all your distributed locations regardless of the varying telephony infrastructure and business/technical requirements from site to site - this helps management gain a single, integrated view of interaction quality and customer intelligence across teams and regions.
- Continuously improve features, functionality, security and interoperability from extensive peer reviews, iterations and enhancements from a global user community.
- Record calls using open source SIPREC, which requires configuration of only the traffic you need to record, is extremely scalable to thousands of concurrent calls and offers auto-provisioning of users.
- Run in parallel with any existing recording system so you do not have to disrupt your current audio capture environment while gaining much-needed interoperability and functionality.
If your audio capture system cannot do one or several of these things, it may be time to take a look at OrecX.