The Paradigm Shift of Cloud Recording


Call Recording Featured Article


The Paradigm Shift of Cloud Recording





July 05, 2017

By Katrin Henkel, Chief Strategy Officer, ASC Technologies AG

 It happens only about once a decade, when a new technology goes beyond its initially narrow realm to transform society. The Cloud is the next innovation to impact society in such a transformative manner. Experts predict more than 30 percent of the software investment of the 100 largest vendors will change from Cloud-first to Cloud-only by 2019, just two short years from now. The impact of this trend on the telecommunications market can be assessed by considering the impact and capabilities of Cloud recording.

The Cloud Recording Feature Set

The latest and most sophisticated Cloud recording solutions transcend their on-premise relatives by providing the most up-to-date, scalable and fail-safe features, and then letting users avoid obsolescence through continual access to the latest versions. No longer will expensive purchases for complex infrastructures become obsolete due to current, shortened product cycles.

The Cloud offers new refreshed capabilities in a number of  fields including security through encryption, reliability through fail-safe and redundancy options, data import and export, automated processes including set-up and configuration, Cloud-based storage based on the S3 protocol, and support for hybrid scenarios.

The Impact of Multi-Tenancy

Cloud recording also represents a paradigm shift through the empowerment of multi-tenancy for service providers. The ability to offer distinct platforms for each tenant including features such as customized archiving administration lets service providers offer all the benefits of the Cloud in a totally flexible and scalable manner.

Providers can offer features such as workforce optimization, encompassing distinct modules for communications recording, quality monitoring, speech analytics and workforce management. Each tenant can choose only the features they really need.

The Flexibility of Cloud Recording

With Cloud recording, organizations in a variety of vertical markets benefit from increased flexibility; public safety agencies may prefer evidential recording to reconstruct incidents while contact centers may focus on quality assurance aspects. With the coming full enactment of MiFID II in Europe on January 1, 2018, and the continued enforcement of Dodd Frank in the United States, financial institutions may focus on transaction verification and compliance recording to avoid heavy fines.

Cloud recording also facilitates omni-channel contact centers as customers begin to expect seamless handling of their interactions on a variety of channels including voice, screen, video and chat.

Moreover, contact centers and other organizations can use Cloud recording in conjunction with analytics tools to impact their entire enterprise. Raw data based on customer communications can be transformed into valuable information to streamline processes, guide product development and discern the latest trends. Executive decision-making can be facilitated on a near real-time basis.

 Conclusion

Cloud recording represents a paradigm shift through its ability to avoid obsolescence and let users choose only the features they really need. Service providers benefit from true multi-tenancy to offer each of their customers a distinct, customizable platform.  The Cloud represents a paradigm shift for software delivery in many fields, and its power to enable complex solutions without fear of obsolescence could significantly impact society.   

About the Author

Katrin Henkel, Chief Strategy Officer for ASC Technologies, has served with the company for more than 15 years. Previously, she worked for Siemens and obtained a degree from the Graduate School of Business Administration in Zurich, Switzerland.




 

Article comments powered by Disqus