In a world where information and data are crucial, call recording isn't just a compliance consideration anymore. Today's companies are accessing call recording solutions because they need to provide their agents with better context, and their customers with more relevant experiences.
Tollring, one of the market leaders in the call recording, data visualisation, and business intelligence market, is helping companies of all sizes to leverage their critical data. Lately, the organisation has achieved fantastic results thanks to its diverse portfolio, which covers everything from fraud management, to call analytics and recording.
Today, Tollring has sold more than 3 million cloud and on-premises licenses/endpoints across the world, representing product growth of more than 337% in the last year. I spoke to CEO, Tony Martino, about why he thinks call recording is an area that provides such phenomenal growth.
How Has the Marketplace Evolved Lately?
At UC Today, we've noticed an evolving trend towards companies focusing more heavily on experience in all of its shapes, from user experience to meaningful customer moments. I asked Tony how he believes this trend is shaping the call recording market.
"We've been delivering call recording for many years now. It's been around for such a long time because it's an essential part of the UC proposition. However, it's now evolving. We can do so much more with the information that we collect through call recordings."
Tollring has experienced growth in their iCS online endpoints of 76% in the last year. Additionally, overall cloud and on-premises call recording endpoints/licences have grown by 222% as more service providers embed recording into their bundles. Because of this, Tollring believes that voice remains to be the most essential method of communication, and call recording is critical to making the most of voice.
How is Call Recording Becoming More Advanced?
According to Tony, the call recording market is starting to see the introduction of various fantastic new features, particularly thanks to the rising popularity of APIs. "I think APIs are an important part of being able to deliver value through call recording. It means that people can take information out of our suite and make sure it fits into their solution."
Tony told me that Tollring is working hard to make sure that customers can leverage their recordings in a way that suits them. Tollring is currently capturing about 11 million minutes of call recording per month just with their cloud services. "With APIs, it's easier than ever to unlock information and make it more accessible."
"You can contextualise the user experience and the customer experience with more information"
Tollring's evolving portfolio of solutions represents an excellent opportunity for resellers to start building on their offering again. Call recording solutions with APIs and cloud-based solutions allow resellers to help their end customers extract crucial data from their voice communications.
How Are you Making Call Recordings Easier For Businesses?
From a business experience perspective, it's safe to say that most companies have had a hard time buying call recording solutions in the past. People often struggle to find something that's both reliable and compliant. "The way that we deliver our services are very different to how they once were. Being able to deliver services in the cloud makes the service more reliable, to begin with."