Contact center recording systems have become an essential component for managing the center's performance. As contact centers embrace VoIP it is crucial that the same high standards we have grown accustomed to when recording in a traditional telephony environment be maintained in the VoIP environment.
Fully understanding VoIP technology can be difficult given the many associated acronyms, buzz-words and differing vendor approaches. Having an overall understanding, however, is critically important as the impact of different architectures and designs can have a profound impact on recording system performance.