l Product Directory


Audio Call Recording Systems
Audio call recording has long been deployed in call centres where there has been a legal or contractual requirement to retain a recording of the call, an application more commonly termed 'call logging'. However, many call centres are now deploying such systems to selectively record calls for agent evaluation and coaching. This application typically requires both a CTI interface to the switch and software to facilitate agent performance evaluation.

From these two sets of requirements, call recording systems tend to fall into one of two categories: those originally designed to be logging systems and those originally designed to be quality monitoring systems. Most systems can be deployed to perform either of these functions, but just how well and for how much capital outlay is what the potential buying organisation needs to assess. As with most other product categories, there is significant product differentiation, price differentiation and differentiation in signing up partnerships - organisations contemplating deploying such a system are encouraged to do their homework.

One other point that needs to be made is that more than one vendor of these audio call recording systems is claiming their system to be a CRM system, presumably because the term CRM has more caché. Don't believe it. In fact, none of the systems listed on this page are CRM systems, in any definition but that imagined by the vendors claiming them to be. They are call logging systems, quality monitoring systems or audio call recording systems, but not CRM. (For a list of actual CRM products, see the CRM Software page.) And don't let their vendors tell you they are.


Consulting Projects Involving Audio Call Recording Systems
Occidental Communications has several undertaken projects involving the specification, acquisition and implementation of audio call recording systems.


Product Directory



Marathon Evolution from ASC telecom, distributed by CVT
A digital audio call recording system that uses CTI to log call data



Aspect Quality Management from Aspect Software
A digital audio call recording system that also supports screen capture



Total Recall from Comsec TR (formerly Arunta)
A digital audio call recording system for small to medium-sized applications



Oscom range from Digital Techniques (formerly Oscar Communications)
Digital audio call recording systems



Experience from Electrodata Recorders
A digital audio call recording system that uses CTI to log call data and/or selectively record calls, and which also captures screen transactions, targeted at larger call centres

Advantage from Electrodata Recorders
A digital audio call recording system that uses CTI to log call data and/or selectively record calls, targeted at small to medium-sized call centres


MediaStore from Eyretel
Eyretel was acquired by Witness in 2003 and Witness was subsequently acquired by Verint in 2006. Along the way, the MediaStore product was discontinued.



e-Talk Recorder from e-Talk
A digital audio call recording system



Fusion Series 7 from HigherGround, distributed in Australia by Integ
A digital audio call recording system



CaptureiT from iTa
A digital audio call recording system that uses CTI to selectively record calls


Audiolog from Mercom Systems
Mercom was acquired by Verint in 2006 and the product was discontinued.



NiceUniverse from Nice
A digital audio call recording system that uses CTI to log call data and/or selectively record calls, and which also captures screen transactions

WordNet from Nice
A digital audio call recording system that uses CTI to log call data and/or selectively record calls

Mirra from Nice
A digital audio call recording system with a maximum of 32 channels



PowerCoach from PowerConnex
A digital audio call recording system that can selectively record calls


AMMS from Premier Technologies
Product discontinued


WordNet 2 from Racal
Racal was renamed Thales and subsequently acquired by Nice in 2002.



SkunkWorks Call Logger from SkunkWorks
A digital audio call recording system



Maxi from Technology Ten
A digital audio call recording system targeted at larger call centres

Origin and Executive from Technology Ten
A digital audio call recording systems targeted at small to medium-sized call centres


WordNet 2 from Thales
Thales was acquired by Nice in 2002.



Ultra from Verint
A digital audio call recording system that uses CTI (by incorporating Genesys's Customer Interaction Management) to log call data and/or selectively record calls, and which also captures screen transactions

eQuality suite from Verint
Software of a digital audio call recording system which also captures screen transactions. Users must procure their own hardware.



Activ! Suite from Voice Print International, distributed by Matrium Technologies.
A digital audio call recording system that also captures screen transactions


Witness from Witness Systems
Witness Systems was acquired by Verint in 2006.



AudioWatch from Zeacom
A digital audio call recording system that uses CTI to log call data and/or selectively record calls


Other Products with an Audio Call Recording Capability
The following other products also offer audio call recording as an integral capability or option.



MX-ONE from Aastra (LAN-based telephone system)
LAN-based telephone system with audio call recording capability



Aspect Unified IP (formerly named Concerto Unified Edition and before that Ensemble Pro) from Aspect Software, formerly named Concerto Software (PC-based telephone system)
PC-based telephone system with audio call recording capability



Spectrum (formerly named FirstPoint Enterprise 2002) from Aspect Software, formerly named Concerto Software
(ACD)
ACD offering agent-initiated audio call recording capability



CIC from Interactive Intelligence (PC-based telephone system)
PC-based telephone system with audio call recording capability including screen capture



3300 from Mitel (LAN-based telephone system)
LAN-based telephone system with agent-initiated audio call recording capability



Noble Solution Suite from Noble Systems (Predictive dialler/PC-based telephone system)
Predictive dialler able to be deployed as a PC-based telephone system with audio call recording capability



CTI Hub from Telemanagement (CTI software)



Impact 360 from Verint (Workforce management software)
Workforce management software also offering audio call recording.



TeleVantage from Vertical Communications (PC-based telephone system)
PC-based telephone system with audio call recording at the desktop



Article on Audio Call Recording Systems

Audio Call Recording eAccess February/March, 2000


Disclaimer
Note that this site is not sponsored. Vendors are included because they develop and/or distribute products in Australia and/or New Zealand which fall within the specified categories. Many of the vendors listed herein also have other products. Vendors seeking inclusion click here. Finally, note that Occidental Communications does not sell these or any other products.



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