I remember years ago driving my 13 year old daughter and her two friends to the movies one rainy Saturday afternoon. I thought to myself, these are the quietest three girls I have ever seen. I looked in the rear view mirror and realized that they were not being quiet, they were texting each other with AOL instant messenger on their flip phones so I was excluded from any conversation. I told them if they would not talk to me it would be the last movie I would ever drive them to and it was the first time I really realized that a phone could be something else besides just being a phone. Someone at Microsoft must-have had a 13 year old kid too.
Fast forward to 2017 and we are inundated with more information than we can consume. Just answering a call is no longer enough, and there are generally less people to do the answering. The concept of call center morphed into contact center when ‘first call resolution’, ‘customer care’ and ‘customer experience management’ became the buzzwords de jure. The recording of telephone calls became ever more important in trying to capture and analyze the “voice of the customer”. Today it is critical. Regulation has also increased the demand for compliance recording to ensure adherence to governmental, industry and company regulations.
Until very recently, call recording was mostly relegated to the contact center, because it required an agent and a phone system (which would trigger the recording). This is of course, until now, when Skype for Business is changing everything.
Today, there are many places that are not considered contact centers that require at the least the recording of voice. We are a litigious society and protecting oneself from internal and external lawsuits is a full time job. Take, for example, the Human Resources department in a business. Here they hire and fire, referee disputes and provide the employees with company guidelines. Sounds like a good place to call record. If you have a standard PBX like a Cisco or Avaya, recording is expensive and cumbersome because these folks are not part of any contact center group and much of what they do may takes place in different locations at different times. Skype for Business solves this dilemma because anyone can be recorded anywhere and anytime. From a desktop screen to a tablet or a cellphone or even a basic desk phone, Skype for Business knows where you are, and a well-integrated recorder can capture and store the conversation and have it ready for immediate replay.
Skype for Business recording solutions can capture the full interaction, including voice, video, chat, and online meetings. And some recording products offer integrated omni-channel playback of all modalities simultaneously in a single window.