Case study: Accounts Recovery Corporation gains competitive advantage from VoIP call recording and monitoring technology.

Author:Kapela, Robert
Position:Call Center/CRM Management Scope

Accounts Recovery Corporation (ARC) is a fast-growing accounts receivable management company based in Victoria, British Columbia, with branch offices in Vancouver, Burnaby, Winnipeg, Burlington, Montreal, Laval, Moncton and Seattle, Washington. ARC provides retail, commercial and government customers with a range of accounts receivable management services, including collections services, customized customer care programs and call center services.

In the accounts receivable industry, accurate record keeping is paramount, and ARC has continually sought out technologies to maintain and improve accuracy as well as improve overall customer service. One choice ARC has made in support of this objective is to implement Telrex's CallRex VoIP call recording and monitoring software to record and monitor telephone calls at ARC's headquarters and all of its remote branch locations in Canada.

Call Recording Has Become Affordable

In implementing the new call recording technology, ARC has taken advantage of an opportunity made possible by the wide-spread adoption of IP-based telephone systems. VoIP-based call recording and monitoring systems are significantly less expensive to deploy--typically 50 percent less--than legacy systems, allowing small and medium-sized businesses to benefit from sophisticated recording features that were previously available only to large corporations and call centers. In VoIP-based systems, voice traffic is packetized and travels across the corporate data network, requiring no additional hardware to record calls; whereas in analog or digital systems, voice traffic travels over the voice network, requiring trunk taps or expensive third-party telephony cards to record calls.

The Benefits Of "Packet Sniffing"

CallRex works by monitoring the corporate data switch, actively looking for voice packets as they travel across the corporate LAN/WAN to and from ARC's IP phone system, a 3Com NBX. This "packet sniffing" technology identifies and extracts only voice packets for recording or monitoring and does not interfere in any way with the phone system. The benefits of using packet sniffing technology to record calls became apparent to ARC during their product evaluation process when they compared a multitude of products, including a system that uses TAPI/WAV technology to record calls.

The TAPI/WAV product requires two WAV licenses to record a call and another to monitor it, therefore generating a license cost that multiplies for every...

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