Talk to the majority of people in the UC industry, and you will hear plenty of praise for the benefits of hosted call recording services.
With no upfront purchasing costs for expensive software, no set up, configuration or maintenance, no limits on usage or scalability, Cloud technology has helped to bring call recording down from the enterprise echelons and make it affordable and accessible to all.
Yet according to analysis from Spoken, 78 per cent of call recording deployments are still on-premises. The same research has found that 70 per cent of end users are planning to switch to Cloud services in the near future. But that raises the question - if the Cloud has so many benefits, why has this transition not happened sooner? Or are the advantages of Cloud call reporting simply being overstated, and for all the talk, the real proof is how people vote with their feet?
The Case for the Cloud
Here are the some of the main reasons cloud call recording software get such kudos:
- Single, transparent price points: Hosted SaaS services offer straightforward subscription pricing which covers all recording, storage and retrieval functions, plus maintenance and support, with no per user licensing costs or upfront purchasing costs
- Universal recording: Because Cloud providers run the services from massive data centres, they can allow universal end-to-end recording of all calls with no capacity restrictions
- Compatibility: Unlike many proprietary call recording software, cloud services are not designed to operate with a particular phone system. In fact, in order to attract the most business possible, it is important they operate with as many different ACD and CTI platforms as possible
- Accessible recordings: Cloud recording is designed for retrieval via web browsers, so tend to use file formats which are much easier to export and open in other applications
The Case for On-Premises
As compelling an argument as the pro-Cloud lobby makes, the figures don’t lie - on-premises remains, for now, the more popular choice for call recording solutions. Here are some reasons why that might be:
