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Hosted vs. On-Premise Call Recording Solutions

Hosted and Software as a Service (SaaS) solutions are becoming increasingly popular options for companies. But, the decision to move to a hosted solution is not without its issues. In choosing hosted solutions, companies can reduce capital expenditures and rely on third-party providers for technical support. In addition, hosted solutions can provide companies access to up-to-date functionality and resources without additional overhead costs.

Hosted solutions don’t come without their downsides as well. For example, with a hosted call recording solution, you are entrusting your valuable recorded call data to an outside data center. With an on-premise solution, you can rest easy knowing that your call recordings are stored securely on your in-house servers. In addition, since you control the servers and the environment, you can grow your call recording capabilities on-demand to meet your evolving business needs. Your IT staff has access to the servers and data files required to customize your call recording triggers, retention policies, and licensing needs.

A Few Considerations
When selecting a call recording vendor, you should take into account the company’s history and what will best suit your business needs. Here are a few questions to consider:

  • Do they have a portfolio of satisfied call recording customers?
  • What is the company’s primary line of business? Are they experts in providing workforce optimization solutions, or is that a secondary offering?
  • Is your IT staff able to take on the responsibility for the “care and feeding” of additional servers?
  • Do you trust the vendor—are your call recording files secure within the hosted environment, or would you be more comfortable securing your valuable recording files within your network?
  • Would a hosted solution allow you to leverage the investments that you have made in existing infrastructure like CRM solutions or knowledge management systems?
  • Regardless of where your call recording server is hosted, does the solution support your business needs? For example, are remote sites and at-home agents recorded using the system?

To learn more about the call recording and workforce optimization solutions available from Telrex, contact your Telrex account manager.

Published in call recording Telrex workforce optimization