SMB Markets and the Need for Scalable, Affordable Call Center Solutions

Kevin head shot

 

Guest blogger, Kevin Levi

Kevin Levi, Vice President of OrecX, has been working in the call recording field for 20 years, with roles in Marketing, Business Development and Sales.  He has experience working for several leading vendors in the space including NICE Systems, CyberTech International, and many others.

 

Small businesses dominate today’s business landscape.  According to the Small Business Association (SBA), there are 23 million small businesses (SMBs) in America and they account for 54% of all U.S. sales.  These small businesses span every industry sector – from insurance and consumer to high tech, healthcare and financial services.  Many of these businesses have call centers (or at the very least individuals interacting with customers over the phone), and they have a critical need to capture customer interactions for compliance and dispute resolution purposes.  Other small to medium-sized businesses (SMBs) want to record conversations for quality assurance and to verify orders.  Whatever the reason(s) may be, these businesses need a call recording solution that will fit their needs, won’t break the bank and one that will grow with them as they expand.

More specifically, SMBs are demanding the following from a call recording solution:

  • Simple to implement and use
  • Small upfront cost and low total cost of ownership (TCO)
  • Enterprise caliber VoIP-based call recording
  • Scalable from a few seats to thousands
  • Requires little to no maintenance at all
  • Provides centralized access to all audio files
  • Has a small footprint and does not impact the network
  • Provides call recording, screen recording and features quality monitoring
  • Open source core so application customization is possible

While the Asterisk platform does offer some call recording functionality, there are times when SMBs require a more robust, feature-rich solution that will meet all of these – and other – requirements. Call Recording and Quality Monitoring software offered by OrecX, for example, fits the bill and is especially useful in high density Asterisk environments.  The open-source based software captures calls and offloads the recordings to a separate system to ensure there is no impact on the performance or reliability of core switching capabilities.

OrecX’s Oreka TR (Total Recording) software records VoIP SIP sessions by passively listening to network packets and bundling together both sides of a conversation (agent and customer) into a single file.  The software integrates seamlessly with Asterisk and with IndoSoft’s Asterisk-based call center software.

To learn more about how to select the right call recording solution for your needs, please download a complimentary ebook titled “How to Select Call Recording and Quality Monitoring Software”.  You can also visit OrecX to read more about its recording and quality monitoring software and to try the software FREE for 30 days, with no credit card or commitment required.

 

About the author

Julie Webb is the Marketing Communications (MARCOM) Director at Digium. She joined the company in January 2005 after spending many years in the telecommunications industry. Julie and her team are responsible for corporate branding and events, most notably AstriCon.

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