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August 04, 2009

Appliance Versus Software for Call Recording


By Erik Linask
Generally speaking, the key driver of VoIP has been cost savings. Routing internal calls over IP networks means is free, once the IP PBX (News - Alert) is deployed.  It’s also the primary factor in the growth of SIP Trunking – which brings those savings to external calls as well.

 
But, when you start looking at various features of VoIP systems, it’s clear that the popular ones are those that are easy to use and create business process efficiencies. 
 
Take call recording. It’s not a new concept, but when you add it into a VoIP system, the recording process becomes simpler, and storage issues disappear.  VoIP call recording also makes regulatory compliance easier and allows for the development of more effective training and coaching programs, creating more efficient operations.
 
So, as the VoIP market continues to thrive – even under challenging economic conditions – so, too has the VoIP call recording space, with a number of vendors touting their solutions at trade shows on the East Coast and the West. Some offer software-based solutions, while others have appliances, so the question becomes, which is better?
 
Of course, each business must consider its needs when looking for a solution, and many would suggest that, with the general move towards software-based solutions, that is the way to go. However, SIP Print (News - Alert) has developed an affordable VoIP call recording appliance that is says offers a powerful alternative to software.
 
In fact, SIP Print’s CTO Jonathan Fuld suggests that an appliance provides a number of advantages over software-only solutions, including being more cost effective to implement and maintain.
 
Perhaps, if you consider the cost of only the software, a case might be made, but, “Who will install the software?” Fuld asks. “What will the software run on, how much will that hardware cost and who will install it?  Who can troubleshoot if there are problems with the software or hardware?”
 
Investing in a software solution isn’t quite as simple as it may seem.  The software requires a server, which costs money and must be integrated into the infrastructure, and software requires installation, maintenance, and upgrades, all of which add to the total cost of ownership.  
 
Of course, there are a plethora of vendors that can be hired to perform these tasks, including in-house IT professionals, and even the vendor who sells the software typically offers installation, testing, and management services – in fact, that’s how many call recording vendors generate profit. Even with an in-house IT expert, having to manage yet another piece of software takes time and effort that could likely be spent on other mission critical tasks.
 
“I’m all for making money,” says Fuld, “but I would like to keep as much of it as possible.
 
So, why not an appliance-based solution, like SIP Print?  When you consider the overall picture, an appliance is little more than hardware with embedded software. But, because it has software pre-installed on hardware that has been purpose-built for that software, it requires much less installation and maintenance that a standard software offering.
 
SIP Print offers all the features of other software-based solutions, but offers a faster return on investment because of its lower installation and maintenance requirements.  It is easily integrated into a SIP-based VoIP system, requires little ongoing maintenance, and has been proven interoperable with a number of leading phone systems, all of which increase its value proposition over alternative solutions.
 
To find out more about the SIP Print appliance, stop by booth #634 at ITEXPO West in Los Angeles, September 1-3.  If you’re still looking for the right VoIP system, the exhibit hall will be full of alternatives – including many of the systems already having gone through interoperability testing with SIP Print – along with a number of conference sessions designed to help you understand which systems and features are right for you business.

Follow ITEXPO (News - Alert) on Twitter: twitter.com/itexpo

Erik Linask is Group Editorial Director of TMC, which brings news and compelling feature articles, podcasts, and videos to 2,000,000 visitors each month. To see more of his articles, please visit his columnist page.

Edited by Erik Linask


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