Hosted VoIP

CTI Group, an online billing, self-care and communication management solution provider, has announced the release of SmartRecord IP. The Web-based call recording solution is positioned as enabling service providers to deliver a superior contact center solution as well as facilitate legal and regulatory recording scenarios.

VoIP as a hosted service is gaining ground in the service provider arena. Industry analyst InfoTech estimates that the hosted IP telephony market is estimated to grow from $310 million in 2005 to nearly $6 billion by the end of 2010. This growth equates to an 80 percent compounded annual growth rate. CTI Group’s (News - Alert) SmartRecord IP is intended to help service providers to ride the rapid growth of the hosted IP PBX market.

The demand for VoIP is increasing in the contact center industry due to the increased distribution of centers and the need for the benefits of hosted VoIP services. CTI Group targets these contact centers with the SmartRecord IP on the premise that its will help them drive efficiency, automation and distributed workforce management into their communications infrastructure.

Through the offering of SmartRecord IP, service providers will be able to offer this mission critical feature to their customers as an enhanced service. As a result, the customer does not have to tie up capital in hardware or software which further eliminates the risk of investing in technology that becomes obsolete.

According to Sid Rao, chief technologist of CTI Group, SmartRecord IP introduces a new ability to enable federal and government compliance by service providers with pending VoIP legislation, while also facilitating the essential needs of vertical markets like contact centers.

More information about SmartRecord IP or additional product offerings from CTI Group is available upon visiting the company’s Web site.

Call recording is one of the essential tools in the contact center that can help to facilitate proper call procedures, enable supervisors to train and coach individuals as well as provide reference of transactions. As hosted VoIP has picked up steam in the contact center industry due to its ability to serve distributed centers while cutting costs, secure call recording has presented challenges of its own and SmartRecord IP may be the optimal answer.

The features that the SmartRecord IP provides may pale in comparison to the services that it can deliver. Offering service providers the ability to operate efficiently while still abiding by legal regulations without significant capital investments is a huge draw for service providers. Now, the only challenge should be to use the call recording effectively to improve service delivery.