Hi John,
I have to say your post is going to bring you a flood of 'buy me, buy my product' posts.
Try to ignore them unless they help.
To try and answer your questions:
1. What Voice Recording system would be ideal? A deliberately flippant answer is: One that does everything that we need at a cheap price.
Seriously though, The ideal call recording solution needs to underpin the real reason for call recording in your business. I.E. Is it required for Agent Training and Monitoring? Is it required for Transaction Verification? Is it possible to link with corporate CRM systems?
If you require solely for training, then consider a call recorder which allows you to selectively record individual agents across the business. This is generally called scheduled recording. The major benefit of this is that you need fewer recording resources than you have incoming lines. You will also then use a quality monitoring tool to score and measure agents etc.
Likewise if you can link into CRM systems then an API tag can allow you to make use of a smiliar scenario of Agents Vs # of channels. Again this rules based call recording approach saves money - as you only record specific transactions etc.
If you want to record everything then just about any call recording platform in the marketplace will do the job. Just decide whether in the future you will want to use complimentary agent assessment or screen recording features as not all vendors offer them.
There are many good vendors out in the market place, not just Nice, but Verint, Witness and ASC to name a few. All of them have large client bases and slightly different but the same application offerings.
2. Whats the cost.
Generally its based on client licences and number of channels to be recorded - other elements like QM software bump up the cost.
Regards
Stuart
|