Call Monitoring Software

The widespread up-take of call monitoring software over recent years coincided with VoIP PBX technology achieving commercial acceptance as a viable successor to TDM technology. Before then call monitoring had less to do with software and more to do with phone tapping. Tapping into extension lines and trunk circuits to divert audio signals that could then be recorded using analog technology onto tape or other magnetic media.

A VoIP business phone system is a natural partner for call monitoring software. Both the VoIP PBX and VoIP recording systems are IP based software applications. As a consequence there is no requirement to duplicate cabling to desktops and workstations for separate voice and data services. They can share the same CAT-5 cable and the applications can be administered by the same group of people.

These developments are responsible for today's call monitoring software not only being more elegant and streamlined than traditional phone tapping gadgetry, but also far more cost effective. In the past phone monitoring was something that only large enterprises could afford. Even then it was difficult to establish a financial justification unless phone call monitoring was a regulatory requirement. Today phone recording systems are ubiquitous and commonly used even by SMBs and SOHO operators.

IP based phone recording software is an ideal solution in cases where a business has distributed operations with multiple offices located regionally, nationally or even internationally. In these cases there is no requirement for additional equipment or gadgetry to be installed at remote locations. The monitoring software can be installed on a central server and controlled from any node on the entire network, usually via a web interface.

VoIP monitoring software also provides greater control over recording options than were available when TDM PBXs reigned supreme. Administrators can select at a mouse click whether they blanket record all phone conversations or choose a selective option such as sampling a percentage of calls, calls to nominated extensions, from particular caller IDs, or calls within specified time and date ranges ...

Advanced call monitoring software has now evolved into a multimedia application capable of far more than recording, indexing and retrieving phone conversations. In call center environments screen interactions are captured as are emails, texts and Fax messages. These digitized communications can then be appended to records in a CRM call center application.

The sophistication of call center monitoring software is now such that speech and data analysis tools are used to troll through millions of stored conversations to identify word patterns and even emotions. This maybe done to uncover intelligence about trends and route causes of behavior or simply to refine the training of call center staff.

Phone recording software has now become a standard of most medium to large business phone systems. It's inevitable that in the near future a call recording module will also become a standard feature of the small business phone system.

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