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[brent]

Hello All,

My name is Brent and I am the Quality Assurance Manager for a call center in Utah, and we are currently looking to purchase a new recording system and I just wanted to know which recording systems you all use for your companies? We are currently using the VO Server from CSI World, and we have just had a lot of problems with that system. We are looking for a system that has the capabilities to record at 3 different offices and be able to record around 300 representatives. We would also like to try and avoid any software based recording system. Any and all insight will be greatly appreciated.

Thanks,
Brent

[ctaylor]

Brent,
There are a lot of choices out there for recording/logging systems, but the market is dominated by two companies; Witness and NICE. Both of these platforms have good applications, but are fairly pricey.

There are a number of smaller companies that also offer recording solutions. You may also want to speak to your switch manufacturer to see if they offer or have partnerships (with redeveloped API's)

You will need to ask yourself a number of questions in completing this exercise such as;
-do I want to record 100% of all calls or simply sample calls,
-what scheduling of the recording sessions do I require,
-do the agents need the ability to initiate recording,
-are you in a one or two party consent state,
-what changes do you need to you retention, destruction or privacy policies,
-and many more

I hope that I have added some value to this discussion, please contact me directly at ctaylor@thetaylorreachgroup.com if I can be of any further assistance.

Colin Taylor
www.thetaylorreachgroup.com

[Sarjoh]

We utilitize the NICE recording system and has found it has worked well for us!

[ldguru.com]

Brent,
Give me a call. I am a Utah based business as well and would like to talk to you. I can help you solve your problem. My contact information is in my sig.
Thanks,
Brandon

[Les Hyde]

There are 3 industry leaders that come to mind for call recording solutions. Witness, Nice and Click2Coach. I believe each of them have arguably similar functionality to record and monitor calls. There are many others as well, with some very specific niche offerings.

The latest evolution in call monitoring is the ability to have speech algorithms to determine customer satisfaction with an agent, products/services as well as customer retention, with it all tied back to coaching the agent through the respective call recording product. Very slick and you can build custom reports.

Another feature of that at least one of the companies offer is the ability to author a training module from a recorded call. Very nice, although it is a little pricey.

If you are in a position to replace your system, I would encourage you to read/surf/white paper, have vendor presentations to see what is available. You can also visit other call centers in your area to determine what your needs/budget will allow you to put in place. Good luck!