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Guardian Angel– who’s keeping an eye on your call recording?

You may have recently purchased some call recording or already have a system in place, either way, should something go wrong you need to ensure you have the correct person monitoring the alarms and warnings. Who’s your Guardian Angel?

Recording solutions come in all shapes and sizes. Post implementation you should feel confident in the knowledge that your system is functioning correctly and in the event that a problem does occur you are notified immediately. Modern recording solutions provide many reporting and alarm functions. Alarms or warnings produced will vary in severity. Some will be critical warnings others for information purposes. These alarms are generally monitored in-house by a supervisor, a supervisors team or a NOC (Network Operations Centre). Before deciding who’s going to monitor your warnings make sure you consider all the pros and cons. See table below, Maybe you have the wrong person watching over your system?

 

Role

Advantages

Disadvantages

Supervisor

Internal Techie Champion. Highest level of system knowledge and site awareness. Can resolve some issues immediately.

Internal Techie Champion for other solutions. In high demand. Single point of failure (holiday, sick or busy with other work).

Supervisors Team

Limited awareness of system and site configuration. Shared focal point for problems.

Limited knowledge may not gauge severity correctly. Less likely to resolve issues. Hours of operation may not cover SLA.

NOC

Generally 24 x 7 operations.

Generally zero knowledge of solution. May not interpret severity correctly. Unable to resolve any issues.

With the general increase in system functionality there is also a subsequent increase in warnings and alarms produced. Being able to understand and interpret these requires good system awareness and exposure to the recording solution.

Considering this, doesn’t it make sense that you entrust the monitoring of your solution to a safe pair of hands? With the advent of email alerting and Remote/VPN access it is now possible for service providers to step in and offer the components of a truly managed service. At Business Systems we provide

  • Remote access or onsite visits providing rapid responses
  • Pro-active monitoring highlighting potential problems
  • Faults diagnosed and dealt with immediately by a team of experts
  • 24/7 availability

Find out more about this option which provides a natural extension to your existing support contract, email sales@businesssystemsuk.com or call 0800 458 2988

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