The call recording software allows you to record phone conversations in a digital audio file format like PSTN or VoIP. It also gives you the ability to retrieve, store, and share recordings of calls.
VoIP records by using a span/mirror port on a controlled switch. This port is programmed to copy and send all the audio traffic that goes through the switch through this single port. In turn, this single port is attached to the PC of the recorder. There are other ways to record VoIP; however, the most common is this process.
There are 2 ways for usage of call recording software;
- Trunk side recording
- Extension side recording
Trunk side is connected to the audio lines before they connect to the PBX and you can record everything on the external lines. It works by recording all inbound and outbound conversations.
Extension side recording system records after the PBX; that’s why, it records everything that happens on both inbound and outbound calls, but also extension to extension internal calls.
Call recording software, such as call logging (gathering, analyzing, and documenting technical and statistical information about calls) and call tracking, should not be confused with call monitoring technology (information about recorded incoming calls). Its main mission is to document the phone conversation that takes place between people. Usually, the system is simple to implement and can operate within a matter of minutes. Call recording software is preferred for;
- Quality control
- Liability protection
- Employee performance review
- Employee training
- Workforce management
There are many advantages are available; comprehensive compliance, fact verification and risk mitigation, coaching and training, quality control and governance etc. Apart from these, the key advantages behind the use of call recording software include:
- People don’t have to pay for the extra clutter, organization, management, and even costs associated with using various systems by focusing on only one cloud communication platform.
- Call recording is a feature added to the current service; companies do not have to worry about synchronization problems. Implementation and deployment are done by the vendor due to the existence of cloud solutions. It’s built directly into your current PBX platform; that’s why everything works smoothly.
- Setup and management are managed through this kind of portals and analytical dashboards as every other part of the companies’ VoIP system.
- Call Recording is a common feature provided by most current business VoIP providers, typically included as an additional feature in the kit, or offered as an add-on to the platform.
- Call recording can be used to describe the marketing tactics that work really well, as well as which goods are likely to upsell, and so on.
- Through call recording, you can prevent laborious note-taking, and give clients your full attention by being able to replay the call back at a later date.
- Call recording is also considered essential for many financial, insurance, public safety, healthcare, law, transportation, utility, government, and telecommunications services.
In addition, stand-alone platforms have more sophisticated recording management and analysis which include in their dashboards. These instruments are going to go further than just arranging and providing replay recordings. In general, users can segment recordings, write notes, and even have a real-time created transcript.