Faced with various call recording options in the marketplace today, companies frequently discover substantial differences between voicemail recording and SonicView™ Call Recording & Reporting. Below is a list of the distinctions between these two very diverse solutions and how an organization’s productivity may be impacted by their purchase decision.
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Call Recording & Reporting
|Users hit a button to start recording; If the button is not pressed, the call will not be recorded.
||SonicView Call Recording provides automatic recording – agents don’t even need to know the call is being recorded unless someone tells them.
|Recordings are often sent as an email attachment to the individual who made or took the call. This makes voicemail based recording appropriate for usage as a personal recorder for individuals who want to record their calls, definitely not for a call center setting.
||Call recordings are centrally stored on a server. Managers can connect to the centralized recording server using SonicView Supervisor Studio™ – a browser-based application that enables managers to listen to the call.
|There is no user convenient method for managers to drill down and locate a specific recording.
||SonicView Supervisor Studio™ provides extensive search filters such as date, time, direction, duration, extension, number called or the number the call came from in order to filter down to specific calls that are of interest.
|Voicemail recording does not provide any reporting capabilities for call recordings.
||SonicView provides extensive reporting capabilities both textual and graphical; reports can also be automated at a set frequency and delivered as email attachments.
|Recordings are stored as .WAV files on the voicemail server without any built-in data security. As a result, these call recordings cannot be used as evidence in a court of law.
||SonicView stores call recordings on the server under multiple security layers. Depending on the nature of the business using SonicView, some of the telephone communications may be extremely confidential; ones that businesses do not want compromised.
|Recordings, when sent as an email attachment to an employee can be easily forwarded to an external party, additionally jeopardizing security.
||Users need not worry about unauthorized users accessing call recordings because they are stored on a centralized, secure server. Call recordings accessed by authorized users are also controlled for security reasons (I.e., Call recording links sent outside the organization will be rendered broken to lessen the opportunity for a security breach to occur.)
|Voicemail recording does not provide a way to organize call recordings.
||SonicView allows users to create Hot Lists, which is a great tool that helps users manage and organize call recordings.
|Voicemail recording does not have a tool to do agent evaluation and quality monitoring.
||SonicView provides a Call Scoring and Evaluation module to enable supervisors to grade and evaluate agents for quality monitoring purposes.
|Voicemail recording is not scalable by design because call recording is not its primary objective.
||SonicView is modular by design and is built as a call recording platform; the system can scale accordingly as the company grows.
|Users may not be privy to all of the costs involved when choosing voicemail recording over call recording; however, there are additional costs involved, including the requirement of a voicemail port for every concurrent call recording.
||The SonicView Call Recording system has a dedicated price that is based on the infrastructure of the business and its needs. There are no hidden costs.