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A Brief History of Call Recording

September 27, 2017

There was a time when voice loggers were the future of call recording. They, along with tape drives were used in an emerging call recording market in the 80s and 90s. The problem was that early call recording solutions were bulky, physical things requiring premises. What’s more, they came at a high monetary and administrative cost. Organisations would need reels and reels of tape in their offices and there was no way to locate a specific call quickly or selectively.

Fast-forward to the early 00s and the technological revolution was in full swing, bringing with it “quality monitoring” and “customer experience management” systems which employed selective recording capabilities to capture a sampling of calls per agent, group, customer pool, etc. in order to assess agents and identify ways to increase customer service performance.

All of this data was quantifiable and, more importantly, readable with reporting and graphical capabilities. Concurrently, the industry starting seeing software-based systems as well as early iterations of “speech analytics” (or “emotion detection”) and screen recording technologies.

Let’s skip ahead to the mid-00s, when the analytics solutions became more sophisticated and VoIP become popular, reducing the need for costly voice loggers of yesteryear. These evolving technologies solidified their respective places on the market and mobile recording began to emerge as well; all of these innovations were driven by constantly updated regulations.

Where are we today?

As we near the 2020s, call recording has once again changed to become what we call “interaction recording.” Our communications aren’t just limited to phone calls anymore, so nor should recording. Providers like Numonix predicted this, which is why they created RECITE, a chat-based recording solution (along with traditional telephone-based recording) via Skype for Business. Audio, screen and chat windows are effortlessly recorded and stored for regulations’ sake.

What’s next?

Cloud recording (also known as “interaction recording as a service” or “IRaaS”) is coming on leaps and bounds, gaining its much needed momentum by shifting the onus and troubleshooting of interaction recording solutions to service providers. Costs are lower – and still dropping – and system upgrades are pushed automatically out to subscribed users. Web-based solutions are becoming more popular and, along with mobile recording, speech analytics, desktop analytics and other emerging technologies are sure to further develop into what will one day be the next big thing.
What that thing is in the recording industry, only the future knows.

Find out how to fulfil your call recording needs with ProcessFlows at enquiries@processflows.co.uk.

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