Gartner Research

Contact Center Call-Recording Market Trends

Published: 21 September 2009

ID: G00170654

Analyst(s): Jim Davies

Summary

Despite its maturity, the contact center call-recording market is undergoing significant evolution in its role, provision and organizational impact.

Table Of Contents
  • Overview
  • Accelerated Migration From TDM to IP Telephony Environments
  • Pressure to Be HIPAA/PCI-Compliant Is Forcing Additional Investment
  • The "Coming of Age" of Speech Analytics
  • Incorporating the Voice of the Customer Through Post-Call Surveys
  • Increased Commitment to WFO Suites
  • Call Recording Will Become a Contact Center Infrastructure-Driven Commodity
  • Increasing Availability and Adoption of SaaS-Based Call Recording
  • Elevated First-Time Investment From Smaller Contact Centers
  • Migration From Pure Compliance-Based Recording to Embrace Quality
  • Ongoing Variation in Vendor Support and Associated Differentiation

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