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Coping with challenges around accessing and managing call recording data - Business Systems UK Ltd - ContactCenterWorld.com Blog

Coping with challenges around accessing and managing call recording data

With the introduction of MiFID II back in January last year and with regulations set to increase and become more burdensome, Financial organisations are faced with constant challenges around managing and accessing their call recording data.

Organisations need to be able to demonstrate immutable records of all their dealings and be able to retrieve these communications with precision and speed in the event of an audit or investigation.


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It’s not just one or two issues that need to be managed – there’s a whole raft of challenges that at first glance can seem overwhelming.  Faced with infrastructure complexity and records spanning decades, accessibility isn’t that simple and easy.

Obstacles getting in the way

So why isn’t it that simple and easy?  What obstacles are getting in the way of organisations being able to easily access data in the event of an audit or investigation?

  • They have systems which are end-of-life (software and OS), but they still need to access the data.
  • They have legacy systems from multiple vendors which are causing technical challenges when recordings need to be pinpointed quickly.
  • They are unable to perform bulk extracts from their legacy and live voice systems.
  • They have no global view of their live and legacy voice data.
  • They need open access to all their voice data through APIs.
  • They have systems that are supported but don’t allow them to use their data to meet changing regulatory and business needs.
  • They need to keep their core data in its original format to ensure the integrity is not diminished.
  • As channels are evolving such as email, SMS, Skype, etc. capturing and managing data has become more complex.
  • They are waiting for a telephony upgrade and therefore cannot upgrade their system to give them the access or functionality they require.
  • They have a growing infrastructure which means growing costs.
  • They need their compliance teams to be able to self-serve but their data is in separate silos and there isn’t a holistic view.

So how does an organisation deal with these challenges and issues?   What if issues arise over mis-selling or compliance - will they be able to defend their position?  If they can’t access their calls quickly, the greater the chance of redress – it’s a huge reputational risk.

So what’s the answer?

So what’s the answer if organisations have multiple systems from multiple vendors, some being end-of-life/legacy, some live, some on-premise and some in the cloud. To add to this complex estate, the recorders could reside in different locations and even different countries/continents.

Some organisations are choosing to use the vendor’s own extraction tools kits, which is fine if all their systems are from one vendor or if they don’t anticipate introducing multiple capture engines later down the line.

But if you are faced with the scenario of multiple systems, multiple vendors, live & legacy data then you need to find a smarter way of working.  You don’t want to spend weeks on end sifting through monotonous call recordings to extract the relevant interactions.

So in comes Wordwatch!

The practical panacea for managing all of this is a central, vendor-neutral portal.  Wordwatch is a unique portal that draws recording data from multiple call recording systems from multiple vendors (such as Redbox, NICE and Verint) whether they are live, legacy, cloud-based or on-premise.  The data is presented in a single portal which allows the user to manage, replay, store, extract and report on.

Certainly, as both the communications volumes and regulatory burden continues to grow and become more onerous, it will take a forward-looking approach to stay in control.

So if your organisation needs to keep on top of regulatory compliance and is faced with a complex recording infrastructure and records spanning decades, then talk to our team about how Wordwatch can help.

Source: https://www.businesssystemsuk.co.uk/blog/2019/05/21/coping-challenges-around-accessing-managing-call-recording-data/

Publish Date: May 21, 2019 5:00 AM


2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 



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