Definition

voice logger

A voice logger is a device or program used to record audio information from telephones, radios, microphones and other sources for storage on a computer's hard drive or removable media. There are two basic modes for recording: vox mode, which is voice-activated, and non-vox mode, in which the recording is continuous. Voice loggers are most often used by emergency services, such as the 911 system, and businesses, such as call centers. The recording systems are also used by security organizations and private individuals, although in these cases the legality of the practice may sometimes come into question.

In mid-2006, the QM/liability recording market is in a state of transition. Vendors are realizing revenue from newly released modules, even though voice logging has become a commodity, significantly reducing the price for this functionality. Most recording products are migrating from hardware-based offerings to software.

At the same time, the recording market also is consolidating. In 2005, Witness Systems closed its acquisition of Blue Pumpkin Software, which specialized in workforce management. Nice Systems acquired Dictaphone's Communications Recording Systems division and U.K.-based Autonomy Corp. acquired Etalk. All these moves are expected to strengthen QM/recording products and the market. New entrants, like CallCopy and Telrex, have also energized the market in the last couple of years.

In the United States, the Federal Communications Commission (FCC) suggests that recordings made by businesses (but not those made for emergency services) should include a beep tone at 15-second intervals to indicate that a call is being recorded.

This was last updated in March 2007
Posted by: Margaret Rouse

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