December 23, 2015

Traditionally, call recording has been a common requirement for contact centers, helping to monitor interactions with customers, mitigate risk, ensure compliance and train contact center agents. The wider adoption and deployment of the traditional Premised-based call recording solutions has been somewhat hindered due to the expensive implementation and upgrade costs.

Now the age of cloud-based communications and Cloud-based call recording is upon us, this brings with it a huge reduction in the Total Cost of Ownership (TCO) of a call recording system when compared with the traditional premised based PBX systems.

How has Cloud-based call recording lowered the TCO?

1.    Greater Flexibility – Cloud-based Call Recording offers customers greater flexibility in comparison to their premised based counterpart. The advent of cloud-based call recording gives the customer greater choice, as the majority of traditional premised based call-recording systems used proprietary technologies and file formats which left the customer with little choice of alternative of supplier. Thanks to Cloud-based call recording the customer no longer needs to make an investment in these proprietary technologies with the call recording being hosted by the supplier and the call recordings easily accessible to the customer in a standard format available to them via simple browser interfaces.

Not only does the cloud based model offer customers’ greater flexibility in terms of using alternative suppliers, but the customer also gains the flexibility to easily increase or decrease the number of seats that they choose to record without the need to deploy any additional infrastructure on site. A customer using the cloud based call recording model can increase the number of seats that they record by simply contacting their supplier, taking little time or effort on their part in comparison to the traditional on premise system.

2.    Economies of Scale – End users benefit through economies of scale that are available in the cloud based service, the larger scale of their call recording the lower the cost per user. Multi-tenancy has also enable the service providers to benefit from lower costs as this allows them to use a single instance of an application to service multiple customers, enabling them to supply the call recording service at a much cheaper rate than the traditional premised based counterpart.

3.    Reduced the need for expensive Hardware – Cloud-based call recording eliminates the need for expensive upgrades to the hardware required to support a traditional premised based solution. Any updates of the call recording application are also conducted by the supplier meaning a cloud-based call recording requires little investment in knowledge or management from the end user.

Future Trends of Cloud-based Call Recording

According to research conducted by the Aberdeen Group during February 2015, 50% of today’s businesses are feeling pressure to move to the cloud. ( It is inevitable that with the greater adoption of the cloud more businesses will also turn towards cloud based call recording solutions.

Call Recording will be adopted by the wider market – the lower TCO experienced through cloud-based recording will open up the option of Call-Recording to Small and Medium businesses who were previously prevented from investing in call-recording due to the high costs of entry and the on-going associated costs involved with the traditional premised based call recording solution.

Wider deployment across businesses departments – as call recording becomes more feasible and affordable, it will undoubtedly be used in an increasing number of instances. It will be deployed outside of its traditional contact center background, becoming more generally used across more of an organizations department, with some organizations even choosing to record every endpoint.

With the growth of unified communications (UC) the ways in which we communicate have increased, so it is understandable that the need for call recording will continue to grow. Businesses are now able to record interactions via Skype Call, IM and SMS and it is likely that call recording will become a standard feature of UC and service providers will elect to incorporate this directly into their UC premium seats offering in order to remain competitive.