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OPINION

A call that is not on the customer's record did not happen

Every calling product records. Very few file. The difference is what the next person to ring that customer can see.

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Recording and filing are different jobs

Recording means the audio exists somewhere. Filing means it is attached to the person the call was with, next to the invoice they owe and the message they sent last week.

Most products do the first and call it the second. You end up with a complete archive of conversations that nobody can find at the moment they need one.

The test

Open a customer at random. Can you see, on one screen, every call, what was said, what was agreed and when somebody is due to ring them again?

If that means opening a second product and searching by phone number, then in practice the answer is no, because nobody does that while a customer is on hold.

Why it matters more than the features list

A customer who has explained their situation twice does not care that your IVR has multi-level routing. They care that you already knew.

Everything else on a calling product's feature list is downstream of this one thing, and it is the thing most of them get wrong.

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