One challenge for VoIP providers is rising to the top and differentiating themselves from the competition. A good way to stand out is with call recording.
With the majority of providers not yet offering call recording and quality monitoring services to their clients, call recording can be a key selling point.
One solution that VoIP providers should consider is Orecx, the open source call recording suite.'
OrecX supports Asterisk, Broadsoft and Metaswitch switches, and it installs in just 30 minutes according to the company.
The software supports a number of recording methods, including SIPREC, port mirroring, Lawful Intercept (CALEA), SIP endpoint, and pure on-demand with no buffering.
With call recording capabilities, service providers can offer customers improved service monitoring, compliance verification and risk minimization.
The value proposition can be broken down into three areas: quality management and live agent monitoring, audit trail and multi-criteria call searching, and mobile phone recording.
With a solution such as OrecX, service providers can offer customers the ability to monitor and measure agent performance in order to identify and address areas in need of improvement. This can help improve service levels.
VoIP providers also can sell customers on audit trail and multi-criteria call searching to quickly and easily locate and access any past recording to settle he-said, she-said disputes.
Further, with OrecX, customers are able to capture and monitor staff calls taking place outside of the office and/or after hours using the software’s mobile phone recording.
This all adds up to a key differentiator when price is often similar and core features are the same across industry offerings.
While there are a number of call recording options that VoIP providers can provide to their customers, by using OrecX they can steer clear of proprietary solutions and take advantage of extensibility and a greater freedom of integrating call recording into their service offerings.
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