Voice Recording

The ability to record telephone conversations for later playback and analysis. This encompasses the recording both ends of a telephone call for incoming, outgoing, internal and conference calls.

Conversations are recorded to a storage medium, often a hard disc on a local PC, or network device. Key features would include a fast search facility to track down recordings for playback – this is essential for practical use and the more sophisticated systems would additionally use text to speech recognition to search out the recordings. Voice recording files are often recorded in Windows wav file format that makes them easier to use in an organisation.

Why have it?
There are may uses that voice recording can be put to, including some applications where the ability to record conversations is becoming mandatory. In the main this essential use would apply to public liability sectors, for example, fire, police, ambulance, where there is a need to check back on events that may involve life or death situations. Outside of this the biggest user of call recording systems in recent years is the call centre market. here there are two significant drivers. Firstly, all recordings can be used to train call centre agents. Recordings can be played back and measured against a training score sheet (an application often built in to many call recording systems). Secondly, where call centres are conducting financial transactions there is a need to verify agreements made over the phone in the case of a later dispute.

Other Considerations
Civil liberty groups do not like recording systems but their use remains within the law. Many organisations appease the concerns of these groups and individuals by making an announcement at the start of the call to the effect that calls may be recorded for training purposes.