A standalone calling app, disconnected
Call history and recordings live in their own silo, unlinked from the customer record or ticket the call was about.
VOICE AND VIDEO · BUILT IN
A call tied to the record it was actually about
Voice and video, built in, means calls and recordings happen inside your own system, tied to the same customer record as every other interaction. Not a separate third-party calling tool you log into and pay for on top of everything else.
Done, not planned: VoIP calling, video calls and call recording run inside platforms we have built.
THE RANGE OF PRACTICE
What a disconnected tool looks like, and what built-in looks like
Described by behaviour, not by a score.
Calls logged, recordings not attached to context
A call is noted as having happened, but the recording itself is not linked to the specific booking or ticket it concerned.
Calls and recordings tied to the same customer record
A call sits in the same place as every other interaction with that customer, not a separate tool to check.
WHERE WE SIT
Scoped to the record it concerns
Calls are billed at cost. Recording is scoped per project, consistent with data protection requirements in the relevant jurisdiction, rather than switched on universally by default.
STRAIGHT ANSWERS
Questions about voice and video
The ones that come up before anyone signs anything.
Calls and recordings happening inside your own system, tied to the same customer record as every other interaction, rather than a separate third-party calling tool you log into and pay for on top of everything else.
A standalone app keeps call history and recordings in its own silo, disconnected from the customer record, the support ticket or the booking the call was actually about. Built-in voice and video keeps the call attached to the same context everything else already lives in.
Recording is scoped per project, consistent with data protection requirements in the relevant jurisdiction, not switched on universally without a stated reason and a place for the recording to be reviewed against.
Between
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