VOIP Call Recording Software Trends

The continued growth and acceptance of Voice Over IP (VoIP) use in call centers can be attributed to its efficiency and the cost savings it provides. One survey reported that more than 80 percent of companies that deploy VoIP expect payback within the first three years – however, some call centers have earned a return on investment in less than one year. 

But all VoIP software, just like all call recording systems and all call centers, are not alike. Those considering a transition to VoIP should be aware of the most prominent call recording software trends, and how they would impact call center performance. 

Cloud-based Hosting
As with so many other software systems, VoIP can now be deployed as a cloud-based solution. The benefits are many – lower investment and equipment costs, the flexibility of accessing the call recording system from multiple locations and on both desktop computers and mobile devices, and a lower energy footprint for companies with a green outlook. 

Workforce Optimization
Combining VoIP call recording with a workforce management strategy can result in both time and money savings. A centralized administration reduces redundancies and lowers overhead, while sharing of information between management and agents becomes more efficient. Solutions are integrated into a common dashboard and everyone works from the same set of accurate analytics. In a call center or any type of business, when everyone is striving toward the same goal, its achievement is bound to happen faster, and with fewer complications. 

Today’s mobile workforce demands solutions that will maintain productivity even if management, agents and other employees are working in separate locations. VoIP call recording software has a built-in virtualization that allows for the use of home agents, or other non-traditional work environments. Not only can this improve overall efficiency, it can result in increased productivity and better customer service.