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Call Recording for Legal Firms: What you Need to Know - Numonix - ContactCenterWorld.com Blog

Call Recording for Legal Firms: What you Need to Know

Legal firms like yours typically record client conversations to track billable hours, as well as for dispute resolution and evidentiary purposes. Some also record their interactions to assess staff performance and monitor client service levels.

Did you know, however, that states have unique rules when it comes to the legality of recording client calls? Some follow the two-party notification rule, which requires all parties on a call to consent to being recorded. Others follow the one-party notification rule, which requires just one party to consent. Click here to view a state-by-state listing of call recording laws.

International laws vary even more and can be quite different from country to country. Some don’t allow you to record calls at all, while others specify which types of calls can be recorded. Here is a resource which may help you further understand country-specific laws. In the UK and Europe, new privacy laws specify what can and cannot be recorded. These regulations include GDPR and MiFID II. We are not a law firm, so please don’t consider this legal advice.

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The Need to Record

“86% of the time, law firms fail to collect an email address, and 45% of the time, law firms fail to collect a phone number on an initial call.”

(Law Technology Today)

Law firms should record all interactions to identify these (and potentially other) missteps and prevent them from recurring.

As a legal firm, you obviously fall under a high level of legal scrutiny, perhaps more so than consumer businesses, for example. You need to be sure you and your employees are doing the things necessary to abide by all relevant regulations when recording client interactions. When you consider chat solutions like Skype for Business, the scrutiny goes beyond just the audio part of an interaction. If your staff is using a unified communications solution, you need to ensure all communications channels (chat, voice, video, screen) are compliant.

Here are some of the many uses for interaction recording by law firms:

  • Remote, phone-based depositions
  • Protect your firm’s reputation (from complaints)
  • Resolve disputes
  • Prove compliance
  • Monitor lawyer performance/knowledge (even sales performance when attempting to land new clients)
  • Avoid loss of information

You need a highly versatile and customizable interaction recording solution that will suit your firm’s unique requirements. When selecting a recording solution, here are some important features to consider:

  • Record all channels – VoIP, mobile, landline, chat
  • Masking and muting – ability to mask or mute specific portions of the interaction when sensitive information is being communicated (such as with PCI Compliance for credit card transactions)
  • Audit trail with change tracking and user activity log – to identify all usage of the call recording system and recordings
  • Encryption – encrypting recordings while stored and in transit
  • Recording retention rates – ability to set specific retention rates
  • Permission levels – ability to set permission levels by various criteria to restrict access to non-authorized staff

Contact us today at info@numonixrecording.com to learn more about interaction recording for your specific legal firm and/or to try our versatile recording solution free for 20 days.

Source: https://numonixrecording.com/blog/call-recording-for-legal-firms-what-you-need-to-know/

Publish Date: June 14, 2019 5:00 AM


2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
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.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



View more from Numonix

Recent Blog Posts:
Numonix Among First to Release a Fully Managed Cloud Compliance Recording Service for Microsoft TeamsJune 9, 2020 5:00 AM
IXCloud Helps you Comply with MiFID IIMay 28, 2020 5:00 AM
Don’t Let Data Privacy and Compliance Lapse During COVID-19April 22, 2020 5:00 AM
Why you Must Start Recording Your At-Home Business InteractionsApril 13, 2020 5:00 AM
Hidden Costs of NOT Recording Customer CallsFebruary 17, 2020 5:00 AM
How Long Should You Keep that Call Recording?December 3, 2019 5:00 AM
Contact Center 2020: Asset or Liability?October 11, 2019 5:00 AM
Are your Agents Really Listening to your Customers?August 26, 2019 5:00 AM
Recording Calls at Universities: What you Need to KnowJuly 2, 2019 5:00 AM
Call Recording for Legal Firms: What you Need to KnowJune 14, 2019 5:00 AM

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