Call recording is a system that allows companies to monitor, listen, and record telephone calls. It is also known as call monitoring as it is possible to listen to ‘live’ calls without recording them.
It was typically used by call centre operators in order to listen and/or record conversations between call centre ‘agents’ (those that make or take calls and customers). However, call recording has become increasingly popular with organisations of all sizes because of its benefits.
This technology is now seeing good adoption levels amongst SMEs where the returns on investment [ROI] can be significant. Key vendors of this technology are Oak Telecom, Tri-Line, CTI Group and ReTell. Many of the traditional Telephony vendors such as Toshiba Business Communications offer Call Recording as part of their overall telephony solutions.
What is Call Logging?
Call logging is a system that essentially produces reports from phone usage. It enables organisations to generate and analyse key information such as where a call is made or from, duration of the call, region or country it was made to or from, and which individual made that call.