Call Recordings - Are They Really Yours?

We’ve always prided ourselves to be able to “think outside of the box” at SpliceCom. So when it came to Call Recording, we developed our own application in-house – rather than re-badging a 3rd party application - and have been ticking all the boxes since its launch in 2005.

• Fully embedded Business Management suite delivering integrated Call Recording with Call Management

• Call recording at end-points and/or trunks

• Operation totally independent of trunk type; SIP, ISDN or DPNSS

• Also includes recording of SmartPhone calls, over WiFi and 3G/4G services, without the need for specialised SIMs

• Meets FSA compliance requirements for encryption and automatic/manual blanking of recordings for PCI

• Ability to enable or disable encrypted recordings based upon customer’s business requirements

• Install on premise, or in the cloud (at a data centre of the customer’s or reseller’s choice)

• Choice of deployment for multi-site networks: Recording at site via low cost network survivable gateways with archiving over night, or recording and archiving live at the core

So when it comes to Call Recording we’re all done, right? Wrong! The next battle is about to start – Exactly who owns these recordings?

In a customer premise deployment it’s a very simple question to answer. The recordings reside on the customers’ site along with the PBX. It’s the customers’. But in a hosted environment, where the customer is subscribing to a service on a month-by-month basis is that still the case? What about the rest of the data that might be critical to a customer’s operation – Call Management info and system database backups for example? Where do they reside? How easy are they to obtain? How quickly can you run searches to get the exact recording or report you require? What happens when you want to change providers for a better deal? And what happens if legislation requires call recordings to be kept for two, five or even ten years? How much is that going cost to keep archived whilst retaining the ability for fast and easy search and playback?

Just like the total cost of (non) ownership of a hosted system over three or five years, the title to and access of business critical data is one of those grey areas that’s only just coming to light. Hosted’s got its place, but Hybrid just might be the answer for those who want a simple pay as they go service, BUT must have control of their data for legal and/or onward billing purposes. This one’s likely to run and run.