Call Recording Should be a One-time Purchase

By: Richard Marcia

Why should call recording be a one-time purchase?

The initial selection of a call recording vendor typically entails quite a bit of work:

1) research and identification of requirements
2) market comparison of industry vendors
3) due diligence

If the relationship is maintained properly, the customer should never have to go through those steps again. The selected call recording vendor should be able to provide exemplary service, seamless transitions through evolving phone system technologies, consistent introduction of value-added enhancements, and an extremely high value to price.

Let's dispel some myths relative to the purchase of a call recording solution:

Upgrade paths do not need to be a complete call recording rebuy:
* Updates and full upgrades/point releases should be included as part of your maintenance program. New features should be added continually as part of a valuable product evolution, rather than to save for the next big release with a hefty upgrade price tag.

Upgrading to VoIP shouldn't require a entirely new call recording system:
* At most, the recording methodologies may change, but you shouldn't need to purchase an entire new solution.
* VoIP recording systems use either Packet Sniffers or API connections with the phone system itself.

Implementing a new phone system should not necessitate a new call recording solution:
* Many call recording methodologies interact with different phone systems in the same manner using the same equipment.
* Direct API recording would require a different connector dependent on which phone system you have.
* You may be changing phone systems, but you'll still be using the same core software solution.

The bottom line is you shouldn't have to rebuy your entire call recording solution every time your environment changes.

Look at the entire cost of ownership over at least five years. Ask your vendor to include the cost of full version upgrades, maintenance increases, and other non-hardware related fees. Ask if the company has intentions of being acquired. If they are planning on merging or being acquired, chances are they may force customers to switch to the acquiring companies' brand of software, which may come at a higher price.

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