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Is there a system that can record all calls, inbound and outbound, including iPhone and other cells?

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!

Answers

Bryan Frey
Title: VP Finance/Corp Controller
Company:
(VP Finance/Corp Controller, ) |

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.

Michael Sipos
Title: Enterprise Account Executive
Company: Trintech
LinkedIn Profile
(Enterprise Account Executive, Trintech) |

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!

Adam Grotke
Title: CFO
Company: The Wentworth Group
(CFO, The Wentworth Group) |

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 training because it is a robust system. Its certainly more than I was used to. We installed the server version rather than the virtual system, so I can't speak to how well the virtual system works.

Dana Todd
Title: CMO
Company: Aftermath
(CMO, Aftermath) |

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.

Gerry Preville
Title: Managing Director
Company: Laurentian CFO
(Managing Director, Laurentian CFO) |

Ringio.com or 3CLogic.com are cloud based call management solutions that may be of interest.

Dana Todd
Title: CMO
Company: Aftermath
(CMO, Aftermath) |

Have you used either of them, or know someone who has?

Topic Expert
Wayne Spivak
Title: President & CFO
Company: SBAConsulting.com
LinkedIn Profile
(President & CFO, SBAConsulting.com) |

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.

Dana Todd
Title: CMO
Company: Aftermath
(CMO, Aftermath) |

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!

Topic Expert
Wayne Spivak
Title: President & CFO
Company: SBAConsulting.com
LinkedIn Profile
(President & CFO, SBAConsulting.com) |

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."

David Smith
Title: Manager
Company: Private
(Manager, Private) |

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.

Gerry Preville
Title: Managing Director
Company: Laurentian CFO
(Managing Director, Laurentian CFO) |

Yes, I will follow up with a private message.

Dana Todd
Title: CMO
Company: Aftermath
(CMO, Aftermath) |

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 technology means we can find out what YOU did yesterday. Because at my company we deal with insurance companies and highly emotional situations, it's a blessing for us to be able to go back into the records if there's any issue or concern. People in a traumatized state often say things they don't recall later, and if employees are not super clear in how they explain things it's not good for anyone.

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