Our system can record calls on land line, and we think it can record cell calls, but for some reason it will not record iPhones (or will only record one side of the conversation) - there's a thought that maybe Apple won't allow it? This is for customer services team activity, and there will be appropriate notification that the call is being recorded, of course. We're just trying to see if others have found a solution that works for all communication devices. Our call activity is a combination of call center and field activity (we're in the biohazard remediation industry), so we have a lot of cell phone communication that we'd like to capture for job details, insurance/legal verification, etc. Any insights are appreciated, especially if they're reasonably priced!
Is there a system that can record all calls, inbound and outbound, including iPhone and other cells?
Answers
Was just looking for new phone service today, as it happens. This one claims to work http://blog.telecom.toshiba.com/tag/iphone/. In their web page they say [with the iphone or Android phone] "You have access to advanced system features such as extension dialing, visual voice mail, call transfer, call record and more."
And here's something on iphone recording apps, but looks non-integrated with enterprise phone systems: http://smallbusiness.chron.com/record-phone-call-iphone-57757.html.
I am familiar with a with a company called Interactive Intelligence, who is a global leader in providing call center and call tracking solutions. Their website is www.inin.com.
Best of luck in your search!
You could contact the NSA, they seem to have a good handle on it! We just implemented the Toshiba system mention above. The iPhone app is not available just yet but the Android app is. It takes some
LOL, Adam. :-)
Thanks, all of you, for tips. Please post your experiences good and bad, would like to avoid a costly mistake. Seems like once you get locked in, the switching costs are enormous.
Ringio.com or 3CLogic.com are cloud based call
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Have you used either of them, or know someone who has?
Broad based social comment:
Isn't sad that in today's environment (both litigious and cultural) we need to record actual voice conversations of calls for "our" protection.
I agree, Wayne, but it's more than just protection. Most of those recording warnings say, "...this call may be monitored or recorded for training purposes" which is accurate. There's no better way to give someone concrete feedback than to go through a real scenario and diagnose what could have been better. Or, to celebrate what went right!
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Why is that the customer who complains and references said recordings is never given access to the same recordings or the results of the review?
It's because as David said, those companies are trying to insulate themselves from prosecution.
I'll quote David, because he made the point so well:
"In my opinion, the need to record and then camouflage a purpose as being all about training says something about the type of company that does that. I doubt I'm alone in that and no offense to you, Dana. Just an opinion on the bigger picture and a brand consideration prior to implementing."
To Wayne's point, those same recordings of course never mention anything even remotely in the neighborhood of "legal evidence to protect us from your future claims." Since everyone knows that's at least one purpose, I think they are widely perceived as less than truthful and "accurate."
In my opinion, the need to record and then camouflage a purpose as being all about training says something about the type of company that does that. I doubt I'm alone in that and no offense to you, Dana. Just an opinion on the bigger picture and a brand consideration prior to implementing.
Yes, I will follow up with a private message.
I'm not offended, and yes it's a sad state of affairs when we have to record everything we do in business for protection. But recordings at the end of the day are just data, and data is used for many purposes. It's both a blessing and a curse today that we could quickly track down the two people who caused the Boston bombings...the same