Recorded customer interactions, whether they are landline, VoIP, mobile or chat (e.g. Skype for Business), can be a real savior if your business is ever in a dispute, a legal entanglement or cited for a compliance infraction by a regulatory body. Recordings can prove what was and was not said during the interaction in question.
However, recordings can also serve as a tremendous nuisance and a potential business liability if they are kept for too long. This is why you need a recording solution that has versatility in how long you retain certain types of interactions.
In addition, most regulated industries have specific retention requirements. Here are just a few of the recording retention regulations. There are others.
If you do business in Europe, your recordings can also be impacted by the European Union’s new General Data Protection Regulation (GDPR). This consumer privacy regulation requires firms to produce all information (including recorded interactions) containing personally identifiable information (PII) to customers who request it within 30 days. At the same time, these same customers also have the Right to be Forgotten and may request any recordings of them be purged immediately. Therefore, versatility in retention, purging and searching for specific recordings is essential in order to maintain compliance.
In addition, many states also have their own laws that can impact your recordings. For example, the California Consumer Privacy Act (CCPA), which goes into effect on January 2, 2020, is modeled after the European Union’s GDPR.
PII and protected health information (PHI) can also be tricky. Any recording that contains a credit card number, pin number, account number, birth date, hospital discharge date, etc. must be protected from unauthorized users. To ensure this protection, you need versatility in setting permission levels regarding who has access to your stored recordings. Any unauthorized access could cause legal, financial and regulatory scrutiny.
When selecting a compliance recording solution, you should consider certain criteria to protect your organization. In particular, your solution should be able to:
The financial impact of non-compliance on your organization can be quite significant. Some regulatory violations can cost upwards of 4% of your annual revenue. Lawsuits vary from case to case and can also be quite high, plus there is the risk of losing customers and credibility.
To learn more about Numonix RECITE compliance recording software, please visit us at https://numonixrecording.com/compliance-recording/
Publish Date: December 3, 2019
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
|2.)||Computer Data Services, LLC|
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.
- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.
Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.
Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.
DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
|10.)||Teckinfo Solutions Pvt. Ltd.|
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
|Numonix Among First to Release a Fully Managed Cloud Compliance Recording Service for Microsoft Teams||June 9, 2020|
|IXCloud Helps you Comply with MiFID II||May 28, 2020|
|Don’t Let Data Privacy and Compliance Lapse During COVID-19||April 22, 2020|
|Why you Must Start Recording Your At-Home Business Interactions||April 13, 2020|
|Hidden Costs of NOT Recording Customer Calls||February 17, 2020|
|How Long Should You Keep that Call Recording?||December 3, 2019|
|Contact Center 2020: Asset or Liability?||October 11, 2019|
|Are your Agents Really Listening to your Customers?||August 26, 2019|
|Recording Calls at Universities: What you Need to Know||July 2, 2019|
|Call Recording for Legal Firms: What you Need to Know||June 14, 2019|
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall