How to Handle Legacy Data - Wilmac Company - ContactCenterWorld.com Blog
It’s a problem every organization with call recording faces at some point – what to do with an old, legacy system and years’ worth of recordings. There are several important considerations when thinking about your next step:
1. Compliance – your recordings likely need to be retained for a specified period of time, sometimes “forever,” with the ability to be quickly retrieved. Ensure that you understand the regulations that impact your industry. Dodd Frank, for example, is a key regulation for organizations in the Financial Services industry. Your organization may also have internal policies for retaining recordings.
2. Current State of Your Recordings – Are your recordings stored on tapes, CDs, hard drives, or on the legacy product itself? Even if your recordings are damaged, there is a high probability that they can be restored. Audio can be extracted from any of the above but taking a look at your current state will help you decide how to move forward.
3. Desired Future State – Consider into which format you’d like your legacy recordings converted. Compliance requirements likely dictate that your recordings must be easily searchable for quick retrieval. This means that the metadata will need to be retrieved and converted along with the recordings. Security is an important consideration as well. It’s important to take the appropriate measures to ensure that sensitive data is protected during the conversion itself and that it will be securely stored once converted.
4. How? – It is possible to transfer your recordings manually. This can be time consuming and given the high cost of non-compliance, it can be risky. There are many providers that can help you with your legacy data in any capacity you may need. When choosing a provider, talk to them about your goals and, most importantly, ensure that all sensitive data will be handled securely.
Publish Date: August 17, 2015 5:00 AM
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