Exploring demand for cloud-based Call Recording

As organisations look to deliver their essential voice services from the cloud the issue of call-recording becomes an important requirement.

This is true not only for business continuity events, where staff may need to work outside of their usual place of work, but also in normal operations for recording calls to and from mobile phones.

A couple of issues that are prevalent for most of these requirements:

• Storage of recordings. While companies like the concept of call recording from the cloud, are they comfortable with these recordings staying in the cloud or do they need to be saved 'off-cloud' for security purposes.
• Outbound calls. How can calls from mobile phones be locked down to ensure outbound calls can be recorded. Certain devices, such as the blackberry, are easier to lock down than others and does outbound call-recording require a client or not.
• Functionality for retrieval. Clearly those calls that have been recorded for regulatory and compliance reasons are different than those recorded for training both in terms of the type of UI required and target consumer. Are their any good cloud-based retrieval systems are does this need to be PC-based.
• Commercials. Looking at the problem from a cost-up basis the costs of running this sort of service is based on capacity, storage and management. Understanding the commercial model and the business requirements and expectation for these is going to be useful to understand.

We're currently looking closely at these aspects of cloud-based call recording into the financial services sector and would be keen on feedback regarding any or many of these issues.