Which makes the
recording of all incoming and outgoing telephone
conversations
affordable for any business, no matter how large – or
small!
In an era when it takes seconds to send information
around the world, make purchasing decisions over
the Internet simply by clicking a mouse, and conducting
business transactions over the telephone on a 24
x 7 basis via specialized call centres – why
is it that companies still rely on their employee’s
(fallible) human faculties to remember precisely
what was said during those all important telephone
calls, and faithfully transcribe their recollections/notes
of those conversations into the central database,
or correctly implement the instructions received
and remembered – possibly after a good time
out on the town the night before?
Whilst the technical capability of being able to
record all incoming and outgoing telephone calls
has been available for a number of years – it
has been, and in many cases remains, prohibitively
expensive to all but the most wealthy i.e. the finance
houses, trading operations (where FSA rules make
voice recording compulsory) and those who can only
afford to record on a selective basis for monitoring
and training purposes.
Given the relative exclusivity of the voice recording
market it is easy to understand why it has been too
expensive for the small to medium enterprises (SMEs),
which comprise some 98% of companies in business
today, to even contemplate purchasing a basic secure
voice recording system, let alone a high quality
digital recording system that retains all recordings
for a significant period of time i.e. weeks, months
or even years in order to fully protect their business
from false accusations.
But why is this? The simple answer is that, to date,
no voice recording manufacturer has been willing
or able to break the price/commodity barrier to market.
This price/commodity barrier can be illustrated
with the example of the gradual adoption of voice
mail over recent years. Only 5-10 years ago, voice
mail was a “nice to have” feature but
at £5,000 - £10,000 was far too expensive
for most businesses. However, when the cost of voice
mail software dropped to below, say £2,500
it became affordable to all – and who today
does not have access to voice mail?
A similar analogy can be drawn with the dramatic
increase in the use of email. Now that email is freely
available to all, it is used in everyday business,
whereas before we would have used traditional correspondence,
fax, – or the telephone to exchange such information.
But when email is received, what do you do with
it after first reading it? Most people either discard
it immediately – or they keep selected, relevant,
or important emails in folders for referral if and
when necessary.
So why not use the same techniques to retain record
copies of your telephone calls?
In order to address this market, GemaTech has developed
an extremely cost-effective, digital, trunk side
secure voice-recording product capable of simultaneously
recording all 30 channels of an ISDN 30 E1 connection
serving any proprietary PABX. (Note: for smaller
businesses BT, C&W etc. will install an E1 and
only activate and charge rental for 8 channels as
a basic minimum). GemaTech’s Secure Voice Recorder
(SVR) includes a number of USP’s over traditional
voice recording suppliers notably the ability to
voice record and play back in stereo, and full mouse-over-monitoring,
which is the ultimate in agent monitoring. The basic
version of this product, the SVRlite, provides a
high quality digital stereo recording system which
has ability to quickly and easily retrieve a selected
recording using a standard web browser and to play
it back over the stereo speakers of your laptop/PC
from anywhere in the world. Other features include
the ability to email the link to that recording to
anyone who has security access – all for an
end-user price of less than £10,000 per E1
connection recording all 30 channels simultaneously.
It should also be appreciated, that there are many
more benefits available to businesses using voice
recording than the singularly most important one
of recording telephone based transactions for use
in possible dispute resolution. It can be used as
a very powerful monitoring and training tool for
improving the performance of staff. Given the ever-increasing
demands on businesses to provide courteous, timely
and accurate information to potential customers and
callers, the ability to listen in, monitor and train
your front line staff is invaluable in maintaining
and even improving your customer service levels. |
