Call recording is included as standard in virtually all of our solutions. The system administrator can set very easily whether call recording may take place. You can, for instance, have every call recorded, or every so many calls, for a particular person, role or department. Those recordings can then be sent on to an email system, for example.

Users can start recording a call themselves, from their desk phone or from the Softphone. Once the call has ended, the recording is stored in the employee’s personal Visual Voice Mailbox. From the Visual Voice Mail box the recording can easily be played back.

If that does not go far enough for the requirements placed on you, we can also deploy a centralised call logger that records every call on the trunk lines.

Why does call recording matter so much?

• Calls to the emergency line at a GP practice or out-of-hours GP centre;
• Appointments, advice or commitments given by telephone;
• Threats or aggressive language;
• Evidence in the event of an incident;
• Training and quality purposes for internal use, to raise service levels and customer satisfaction.

Which organisations stand to gain most from call recording?

• Businesses (from SMEs to multinationals)
• Financial institutions (banks, insurers)
• Government (town halls, police, fire service, ministries)
• Healthcare (hospitals, GP practices and out-of-hours centres)
• Call centres / contact centres (in-house, government, private sector)