For companies that need to record calls, the best most affordable and flexible option is choosing a cloud based PBX phone service that includes automatic call recording. Not all providers do, and not all providers that offer call recording do so with each of their plans. Employing the right cloud VoIP provider, both reduces the need for equipment, reducing expenditures and simplifies the management of recordings.
Companies that record calls do so to ensure quality service, resolve disputes, thereby reducing risk, verify orders and regulatory or internal processes compliance.2
Call recording no longer represents an expensive add-on feature with many cloud based VoIP services. However, it remains a steep option for most older legacy PBX systems. Many traditional earlier business phone systems require specifically compatible hardware to record calls and then manage those calls. Adding the equipment can be costly.
For business that determine a need to record their calls, it's essential to choose the right hosted VoIP service.
Ooma Office Pro at $24.95/month/user comes with Call Recording. It includes two types of call recording, Persistent Call Recording which allows you to record all calls, or On-demand Recording. On-demand will only record when you activate it; however, it is remarkably straightforward, press *52 at any time to start recording and *53 to stop. Therefore, if you’re a lawyer having a phone call with a client, you can easily record specific calls conveniently. Its use provides a superior way to easily maintain records and ensure all information is accurate. This is partly why Ooma Office Pro has become the leading choice for many professional businesses.
MVP offers 4 plans
with the Essentials Plan at $19.99/user/mo. (paid annually for 2-20 users)
the only plan that does not include call recording. The
Standard plan $27.99/mo. includes On-demand recording. On-demand
represents a straightforward
and effective solution that's great for a company that only needs to
record calls occasionally. Once enabled, users can choose which specific
incoming or outgoing calls to record by pressing *9 to begin recording,
then press *9 again to stop recording.
For those that want Automatic Call Recording, the Premium plan at $34.99/mo. delivers a slew of features, including video conferencing for up to 200 people per meeting. Automatic recording can be enabled for one or multiple users or can be setup to record all inbound calls to specific departments. You can subsequently choose between a default or custom announcement for both inbound and outbound calls, which will ensure recordings are lawful and that callers have indicated their consent.
8x8 offers a straightforward and flexible recording system where users can choose between Always Record or On-demand Recording at the extension level. Using the carefully designed Virtual Office Online dashboard is clean and simple. With one quick click, you're recording the call. After which you can review, download or delete call recordings. They additionally include an option to automatically announce to the other party that the call is being recorded, a very nice feature, especially for some. Storage is ample at 1 GB, after which you'll want to delete or download recordings or pay for storage.
MightyCall offers Call Recording in two of their Virtual plans, Business at $20/month/user and Enterprise. MightyCall’s Call Recording feature can automatically record and save your incoming and outgoing calls in a conveniently accessible place where they are kept for one year. They can be exported at any time for permanent storage for future reference. An included feature also automatically lets callers know that the call is being recorded, making it perfectly safe from a legal point of view.
32% of companies not already recording calls responded that they expect to capture and archive voice call information within the next 2-5 years.1
Call recording no longer remains a costly feature and can
promptly be adopted by even the smallest of companies. Currently,
numerous employees are working from home and that trend is likely to
accelerate going forward in 2022. Phone calls and/or texting are routinely
replacing face-to-face communication. Call recording for all businesses
has now become increasingly indispensable. One survey from a broad range of
industry professionals showed 69% use call recording to ensure quality
service and access agents.2
Ooma Office Pro receives outstanding reviews from their users and maintains a superior solution for most professional offices that use desk phones, like legal, engineering and architects, for example. RingCentral MVP performs effective multi-channel communication that integrates with a multitude of CRM applications and can scale to any size. 8x8, a well-established contact center VoIP provider, should represent a leading choice for companies that engage in significant International calling. MightyCall's virtual phone system prevails as a popular choice for micro-businesses that require call recording.
Many businesses that engage in financial transactions can lower their risk and liability by recording calls for accurate and irrefutable documentation. Recordings are time stamped and become excellent evidence for handling possible disputes. A recorded conversation eliminates ambiguity as to which person might have said what and what was discussed. To a great degree it acts to safeguard precise instructions and ensure proper protocol was followed.
Not all states have the same laws governing recording calls3. To ensure recordings are lawful and that callers have indicated their consent, announcements should be played before automatic recording begins.
Some instances where call recording has improved business efficiencies are:
This article was updated on January 5, 2022. About the author.
Reference and Sources
1Voice Call Recording – Latest Market and Compliance Trends
2Why do Companies Record Customer Calls? Call Recording eBook-OrecX
3Laws on Recording Calls in all 50 States mwl-law
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