VoIP Recording Software

VoIP recording technology will shortly be a standard feature of all business phone systems.

VoIP phone systems and call recording are a natural partnership and the business case for using phone recording software is compelling.

The Case for Recording Business Phone Calls

• Improving the quality of customer service
• Monitoring compliance with legislation and company policy
• Brand protection
• Dispute resolution

The availability of VoIP recording technology was also critical to making the distributed or work from home call center a viable proposition. As agents can work from home the pool of available talent has increased in size. It also means that substantial cost savings are available from reducing or eliminating the requirement for centralized premises and associated infrastructure.

VoIP call monitoring software also accounts for the emergence of the virtual call center. These operations use IP recording software in combination with hosted PBX services and work from home call center agents to deliver a service without the need for premises or investment in sophisticated infrastructure.

Enterprise Call Monitoring Software

IP recording software is a growth business. The prize for the company that finally dominates the enterprise phone recording software market is potentially enormous. As more businesses switch across to VoIP business solutions the demand for VoIP recording software correspondingly increases.

At the top end of town the market is currently dominated by two corporations Nice and Verint Systems. The latter is a subsidiary of Converse Technology, it was previously known as Witness Systems. These two companies have been actively engaged in litigation with one another for years to protect their respective intellectual property claims.

The on-going battle between Verint Systems and Nice Systems is focused on establishing if either of these two companies has patent protection for key technology associated with packet based data storage / reconstruction and speech analytics.

VoIP Monitoring Technology

The emergence of IP recording technology was a key factor behind the proliferation of phone recording systems in business. Compared with TDM based phone monitoring options, VoIP recording technology is not only elegant but also easy to use and maintain.

IP call recording also delivers the ability to work with voice conversations as digital files. As such they can be analyzed, archived, emailed, annotated, cut and pasted, or even accessed from anywhere at anytime via a standard web browser.

Once a business phone system is upgraded from analog PSTN technology to VoIP the deployment of phone recording software can be achieved with little more effort than clicking a mouse. There is no requirement for additional cabling, circuitry or hardware at the work station. It's a software based solution.

In the case of SMBs using a hosted VoIP PBX service there isn't even a requirement to install dedicated phone recording software. Instead they are able to subscribe to hosted call recording services and employ a web based client to administer, search and play calls on demand.

Most IP call recording technology employs one of two different IP recording techniques:

1) Packet capture: packets of data are intercepted and examined. Those that meet the identified criteria are then recorded to disk from where they can be retrieved and reconstructed as a voice recording.

2) Conferencing: the equivalent a conference call is initiated to monitor, echo and route a VoIP phone call to achieve the objective.

The challenge for new entrants into this market is that the technology associated with option one is bound up in a patent owned by one of the major contenders and in the case of the second option there is an issue with scaleability.

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