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Call recording is a major investment. There are hardware and software elements to consider; routine maintenance and updates to perform; and ongoing training for those using the system. It’s little wonder that businesses are hesitant to abandon a solution they’ve already spent significant time and money on—even if a better solution is readily available.
However, what if an organization could keep its legacy system and take advantage of the benefits of today’s next-generation AI-ready call recording solution? No complex coding or programming. No back-and-forth multisystem toggling. No need to “rip and replace” existing tools. Sound too good to be true? It isn’t, thanks to integrative overlay solutions, like Uniphore’s U-Capture enterprise call recorder.
Two call recording systems working together
There’s a reason why legacy call recording systems are so well established. For decades, they’ve served as the primary tool for call staff training, quality assurance and compliance management. They’ve also changed little in that time. Calls are captured as flat, unstructured audio files designed solely for human playback. Need to audit a call? First you must locate the file, then listen closely for potential compliance or QA issues. It’s a tedious, time-consuming process that relies heavily on human judgment. And it’s one that organizations have been doing for years.
That was before AI. Today, thanks to AI, enterprises can extract high-quality data from audio recordings in an AI-ready, structured format. Advanced speech analytics solutions, like U-Analyze by Uniphore, can then analyze that data for compliance and QA purposes as well as rich insights into customer needs, preferences and behaviors. And because it’s being analyzed by AI, not humans, the process is more efficient, cost-effective and—most importantly—accurate.
However, for organizations with legacy call recording solutions in place, the biggest benefit of AI recording software like U-Capture may be its integration capabilities. As an overlay solution, U-Capture seamlessly integrates with the leading call recording platforms and telephony systems. This enables organizations to capture and prepare their voice data for full AI analysis—while still operating on their established platform.
Challenges and Considerations
While integrating/overlaying AI call recording software with existing systems is considerably easier (and often cheaper) than ripping and replacing, the process does include some challenges and considerations. Organizations wishing to add AI capabilities to their recording infrastructure should consider the following:
Data Migration & System Compatibility
As we discussed in another article, the AI transformation is happening on the Cloud. To take full advantage of today’s next-gen AI capabilities, including generative AI, companies must first migrate their data to the Cloud. This may be a challenge for organizations who have traditionally kept their data on premises, whether for security or cost-based reasons. However, innovative AI and data platforms, like Uniphore’s X-Platform, have made Cloud-based data significantly more accessible and secure. As a fully integrative platform, capable of AI call recording, analytics and more, it also alleviates compatibility concerns with internal systems.
Downtime & User Training
As with any new software integration, companies adding AI recording software to their existing recording solution should plan for some downtime as the AI “learns” from system data and users get up to speed. To get the best, most accurate results, AI engines must be fine-tuned and monitored—a factor worth considering, particularly for organizations expecting immediate outcomes. There’s also training time to consider as system users must learn how to utilize recording data within business AI applications.
Fortunately, U-Capture solves most, if not all, business challenges and concerns. By operating on the X-Platform, U-Capture enables organizations to leverage their recording data on today’s leading Cloud-based AI application platform, with enhanced security features and compliance capabilities. It also minimizes implementation downtime, with many “out-of-the-box” capabilities and a user-friendly interface that’s easy to learn and operate. The result: long-term cost savings and productivity gains—the two biggest considerations for businesses making the move to AI.
Preparing call recording for the AI Era
There’s no doubt about it: the AI Era is here. And organizations everywhere are investing (or planning on investing) in AI solutions that will drive operational efficiencies, reduce spending and improve customer experience. This includes optimizing the use—and value—of call recording data. As we explained in an earlier article, making voice data AI-ready is a key component of any AI transformation strategy.
However, companies with legacy voice recording systems in place needn’t panic. Integrative recording solutions, like U-Capture, ensure that organizations can pull the AI-ready data they need from their existing call recording infrastructure—preparing them for the future without having to start from scratch.
Want to know if U-Capture integrates with your call recording platform?
Contact our team of product experts to find out.