Gartner Research

Market Trends: Mobile Voice Recording — A Missed Opportunity for CSPs?

Published: 22 February 2016

ID: G00272527

Analyst(s): Steve Blood , Katja Ruud


The mobile voice recording market is driven by regulation. Communications service providers will be (at the very least) a transactional component of service delivery. The opportunity for marketing managers is far greater than merely regulatory compliance, if created and proactively acted upon.

Table Of Contents


Market Trend

  • Regulation Will Drive Adoption of Mobile Voice Recording
  • All Mobile Voice Recordings Managed Through CSPs
  • All Call Recording and Quality Solutions Will Migrate to Cloud
  • Monitoring for Quality and Training Is a Value-Added Sales Opportunity for Mobile Voice Recording
  • Buyer Trend
    • Enterprises Are Currently Buying Local, But Are Considering Multicountry Sourcing
    • Enterprises Are Also Buying by Application, Rather Than for Consolidated Requirements

Contrarian View

  • Should CSPs Continue to Wait for a Demand to Materialize, These Trends Could Change

Vendors to Watch

  • Telefónica (U.K.)
  • Truphone
  • Vodafone

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