VoIP recording is a monitoring process that has its critics, particularly those comparing VoIP recordings with the civil liberty issues of traditional telephone wiretapping. However, there are also many business users who strongly support this technology, and for good reasons:

1. Business VoIP recording often aims at company security issues
2. VoIP call recording can be used for employee (particularly call agents) training and performance review purposes
3. VoIP telephone recording may offer liability protection against lawsuits
4. Business VoIP recording can be used to share satisfactory customer feedback

Because this is a new technology, finding the right VoIP recording software and/or hardware or VoIP call recording service for your business may be challenging.

Action Steps
The best contacts and resources to help you get it done

Find leading VoIP recording software developers

Websites of leading VoIP telecommunication companies may include lists of development 'partners' that are key VoIP recording software developers.

I recommend: Nortel Networks, a leading manufacturer of telecommunications equipment, lists developer partners of Nortel-compatible Voice Recording and Screen Capture products. Partners include: Algo Communication Products Ltd. and their ECR Enterprise Call Recorder product; TelStrat International and their Engage Record product; and AmCom Software and their STARchive On-Demand Call Recording and Archiving product.

Find VoIP recording software products and services

There are VoIP recording software and/or hardware services that will install and service their proprietary software to serve your business.

I recommend: VoIP products developer Telrex.com offers its software-based VoIP call recording systems, including CallRex Professional and CallRex Express (for small businesses). Wygant offers the Wygant Encore, its business VoIP recording hardware and software solution. For more product information, take the Wygant Encore Tour. Coordinated Systems, Inc. offers Call Center Quality Monitoring Solutions that uses Virtual Observer, a (PDF) software-based VoIP audio video recording system.

Find hosted VoIP phone recording services

Some business users may prefer using a hosted service to manage recording VoIP telephone calls.

I recommend: CTI Group offers its hosted VoIP call recording system, SmartRecord IP Voice Recording. Internet phone service provider and developer 8x8 Inc. has Recording Services, a managed call agent training and monitoring system.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Share, archive, or make a VoIP phone recording into a podcast.
• •  Some users may want to record a VoIP phone call for personal reasons, perhaps as a souvenir of a meaningful conversation like a marriage proposal.