Recent recording history

The mid 1990s saw the huge growth of call centres in the USA and UK, with many new organisations entering the recording market. These organisations saw an opportunity in recording call centre voice communications to offer a way of measuring performance and quality.

Due to the non-critical nature of voice recordings and the low value that call centres placed on recording all calls, these competitors could consider systems to record samples of a call centre’s activities. Using basic software development skills, they rapidly developed systems to do just this, which were generally based on standard Microsoft components. The systems were ‘bolted together’ from components and used basic hardware and servers for speed of delivery and low cost.

Many recording vendors in the market today offer fundamentally the same system design that uses the ever-growing capacity and speed of hardware to deliver bigger, faster systems.