Call Recording: What’s Next on the Frontier?

Did you know that 55% of US organisations are using Skype for Business (S4B) as their PBX to enhance unified communications capabilities?

We’re coming up to the end of the year, where it’s been predicted that there will be over 100 million S4B seats in the market. While some S4B interactions take place internally within a business, many are now with customers too. In many instances, these conversations need to be recorded and stored for auditing purposes, compliance, dispute resolution, order verification, customer service training. TDM, VoIP and mobile interactions are already recorded for those purposes, so it’s time for S4B to join.

S4B is flexible and easy to use, not to mention the fact that it can be used across desktops, laptops, tablets and phones.

Such a versatile communications solution begs the question: do you need multiple recording solutions to match, or is there one that covers every area of communication?

If you’re using S4B (or plan on implementation), how do you record your interactions across multiple channels? There is no native S4B call recording application, so you’ll have to choose from one of the few Microsoft call recording vendors.

When choosing a S4B recording application, here are a few key aspects to consider:

1. Which recording technologies does the vendor support – passive IP, active IP, digital, analog, T1/E1/J1, SIPREC, Radio, CTI/SMDR?
2. Which types of storage are supported by the recording vendor – Azure, Amazon, NAS, SAN?
3. Which version of S4B or the legacy Lync are supported and recordable?
4. Can you record S4B simultaneously with other PBX calls from a traditional or VoIP switch?
5. Will you be able to capture S4B interactions within Office 365?
6. Can you record all S4B modalities in an integrated playback fashion – voice, video, chat and desktop screen?
7. Do you have to install any software on your PC or device?
8. Can you easily integrate quality management software into the S4B recording solution?
9. Which recording capture methods are supported – port mirroring, media relay, and/or Edge server?
10. Does the vendor support cloud, hosted and on-premise?

When you’ve considered those questions, choose the right vendor for you and join the evolving world of interaction recording.

Talk to us at enquiries@processflows.co.uk to get the answers you need.