It’s amazing where this industry (contact center call recording) has evolved, building from the early days of simple call recording and playback for verification and clarification purposes to solve “he said / she said” disputes.
In the early days, we unveiled a “Selective Recording” method which was much less expensive than logging every call, yet yielded enough of a sample of recorded audio to facilitate a quality assurance process. We partnered with Avaya business partners and other PBX vendors to provide their customers with this creative, bulletproof selective recording as well as call logging platform, which was positioned to be both affordable and highly effective.
The two distinct practices (selective and logging) soon merged to create a new breed of call logging with quality monitoring, or “Quality Optimization”, if you will, which married the best practices of call scoring, agent analytics and agent training with the commoditized price drops of call recording.
Our business partners were now equipped to sell the Virtual Observer quality optimization suite, which again helped them to satisfy customer requirements and exceed expectations.
The field erupted as the many players in the space raced to add features and capabilities which distinguished themselves (such as our own “VO Live Real Time Monitoring” feature) or added components to keep up with the industry giants.
In a parallel world, as many contact centers became educated on the benefits of integrating “Quality Optimization” with Workforce Management (Scheduling, Forecasting, Real time agent adherence, etc.), many of the more popular WFM solutions were acquired and assimilated.
This new combination of call recording, quality monitoring, workforce management and analytics was assigned a buzz worthy acronym known as “Workforce Optimization” (WFO), where WFO is now the preferred and expected solution for mid-to-large size and enterprise contact centers seeking to improve contact center performance.
Our Avaya and Cisco business partners were now expecting WFO, and we delivered WFO, at a price point which maintained our lower cost of ownership value proposition.
As the telephony landscape evolves into VoIP and cloud environments, and business partners in the Avaya, Cisco and Microsoft spaces now compete with cloud-based contact center providers and others for both marketshare and mindshare, the WFO landscape has shifted along with it.
Perfect for all telephony environments, WFO is now deliverable “as a service” in the cloud, “WFO as a Service” severely flattens an organization’s cost of ownership and reduces the IT footprint accordingly by virtualizing server deployments and using active call recording methods to run software-only implementations.
Our select business and cloud partners and can count on us to continue evolving and innovating to meet their customer demands of both a low cost of ownership and a tremendous feature set.