Monitoring calls can be a pain, especially figuring out how to access the recordings of calls once the’ve been carried out. Whether a call center looking to keep quality high or salesmen going over best practices, it should be easy to grab a call that has been recorded and analyze it quickly without technical issues.
After a long reign of a self-contained, black-box solution, things are shifting to open-source recording software.
Omar Ramsaran, VP of Customer Support for OrecX, says open-source solutions for call-recording platforms are the future but also in many ways the present with the company’s OrekaTR solution perfect for the pandemic era because of its ease of use regardless of device or location.
“Some of the benefits of using open components are the software becomes platform and operating system agnostic, so things such as Java, C++, etc., these are cross-platform and easy to support,” he said. “It does simplify the deployment, it makes OrekaTR easy to support, it fits right in with the existing IT infrastructure at the physical level but also at the human level. What that means is system administrators or network administrators … can easily install and support the software themselves since their existing skills can be applied.”
That might not be the case with a black-box solution which, while it may be designed to be plug and play, will require its own setup particular to the specific device.
OrecX’s platforms, on the other hand, are accessible on modern browsers and sometimes, Ramsaran said, seems too good to be true. Yet, it is true.
“It does bring up a lot of questions during our pre-sales interviews with clients because it’s just not believable for some how quickly it can be deployed and start recording – and start to provide value the moment it starts recording and the end users are able to go and start working with it the moment it’s there,” he said.