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VoIP Call Recording: What Are Your Options?

For many years, Voice over Internet Protocol recording was a technology mostly reserved for call centers and critical communications services. It has since become a standard for businesses of all types.

The widespread adoption of VoIP is due in part to its many benefits, which include better security, easier regulatory compliance and reduced liability, enhanced training and evaluation capabilities, data verification, reduced hardware footprints, and more capable and versatile access for remote operations.

VoIP recording works by converting audio into a digital format, which are called digital packets. The digital packets are then converted into IP packets, which are then stored, usually on a cloud-based system or server, where they can be accessed for playback and evaluation.

Automatic And Manual Call Recording

VoIP call recording may be automatic or manual, depending on the specific operational requirements. Automatic call recording is usually implemented for sales, training, support, and emergency call purposes. With this setting, the recording starts as soon as the call is connected. In the case of manual call recording, the party hosting the call will have control over when the recording beings or ends. Control of the recording will vary based on whether the VoIP call operations are carried out using a hosted, software, or hardware-based solution.

Call Recording Options

VoIP call recording features and operation specifics will vary based on the provider and the specific solution that’s chosen. There are many different options to explore, and the very best choices will vary based on the scope and individual needs of an organization. For example, some VoIP call recording solutions will be better suited to larger call centers, others will fit well with small business needs, while others are catered to individual users. Here are some specific options:

For Regulatory Compliance And Advanced Business Networks

Compliance call recording and VoIP options for more complex networks, such as trading floors, banks, and larger organizations need more advanced options. This is where the major telecommunication solutions providers become the most frequently utilized. Verint, Nextiva, Red Box, and NICE VoIP call recording are among the leading options. Solutions like Nextiva and NICE call recording are especially well suited to the needs of supervisory and compliance teams that must ensure industry regulations are met.

To get these solutions, it’s necessary to work with an authorized provider who can address specific implementation needs. You can order your NiCE call recording system today or learn more about Verint, Nextiva, and similar solutions by contacting dedicated business telecom solutions providers.

For Call Centers And Quality Assurance

Many VoIP solutions are catered to the needs of customer service departments, call centers, and other facilities that need call recording for evaluation and training purposes. These systems are meant to be scaled to the needs of specific departments and directly connected to CRM programs. Popular types of call center and quality assurance software include Aircall, RingCentral, CloudTalk, Call Source, Talkdesk, and a call center-specific version of NICE software known as CXone.

These systems are catered to the needs of operators and supervisors. Some will also incorporate analytics that make it easy to organize and evaluate recordings based on keyword, caller sentiment, and other content.

For Small Businesses And Low Call Volume

Small businesses and companies that need a VoIP recording solution for a very limited number of lines will need a reliable solution, but without the cost of a system that’s meant for many active calls and numerous simultaneous recordings.

Systems like MightyCall and Phone.com are recommended for smaller enterprises and low call volume recording. There are also smaller packages available from bigger providers like Nextiva, which are scaled-down versions of platforms meant for large, high-volume operations. These can be very effective and affordable for companies that only need minimal storage and line requirements.

For Single Users And Mobile Devices

Single line VoIP call recording is comparatively simple to other multi-user platforms. There are many mobile and VoIP call apps that include call recording and storage features. Cube ACR, Rev Call Recorder, and TapeACall are some of the more popular examples.

Single line and mobile device VoIP call recorders typically do not require many implementation steps. In general, a user can simply download the app or subscribe to a service. The specific recording tools, storage capacity, and other features will vary by application.

How To Choose The Right Solution For You

Now that you’ve learned about some of the options for VoIP call recording, the next step is to make a choice and get set up. Before you make a decision, take some time to review the following questions to better identify what you will need.

1. Are you already using a VoIP system and you want to simply add recording capabilities or do you need to overhaul your current communications setup?

2. How many calls will you likely need to store and how often will you need to play them for review?

3. Do you want call recording to happen automatically or would you like more manual control over when recordings begin and end?

4. Will you be recording from multiple VoIP call platforms, including third-party apps, or just from one communication system?

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