Chat with us, powered by LiveChat

It is almost normal to hear the phrase “this call is being recorded” when dealing with agents or call centres via telephone. Call recording ensures regulatory compliance, evaluates agent performance, provides material proof in disputes, and identifies training and development opportunities. It is, however, no longer enough to only record a call – the content of the call also has to be securely stored, and information gathered or discussed during the call has to be protected. This is why call recording systems now add several layers of additional security in the form of encryption to their recording and storage of data. Various laws throughout South Africa, such as the Data Protection Act, Consumer Act, and legislation regarding electronic communications apply to call recording, and compliance with these laws is vital for all organisations. There are also a variety of security standards to adhere to, such as the Electronic Communications and Transactions, Financial Advisory and Intermediary Services and others to ensure that data is recorded, transferred and stored securely.

Continue reading “How to ensure Call Recording Regulatory Compliance with Call Cabinet”

In this age of immediate gratification without commitment, we are driven towards subscription services rather than spending on permanent solutions.  From streaming video services, to online overnight delivery shopping, the business world has certainly changed from the days when long term capital investments helped plan for the future growth of companies.  Today, everything is about change and flexibility.  The ability to adapt dynamically to customer needs is critical to today’s success factors in business.  Customers expect that their vendors can change on a dime and offer services that are as dynamic as their needs.  The business world has gone from a product centric environment to a services model.

The same holds true for communications in the business world.  The trend has been to migrate to a hosted Software as a Service Model, where companies no longer need to invest in large scale Enterprise PBX systems, but rather a subscription PBX where the company can scale up and or down as their requirements dictate.  The need for compliance recording is facing the same trend.  Compliance recording in the Enterprise protects the consumer as well as the companies they do business with.  Why, you ask?   To start with, any verbal transaction that takes place between a consumer and company should always be recorded as a safeguard in dispute resolution.  The recording positively identifies who said what to whom, thus eliminating any doubt of what was promised as well as whether the service/product was verbally purchased.  Legally, this transaction actually expands into a whole host of regulatory compliance standards such as Sarbanes-Oxley, Dodd-Frank, MIFID II, Truth in Lending, and many more legislations that require theses transaction recordings take place.  And, with GDPR standards, consumers have the right to ask for the recording in the event of the dispute.

As compliance recording begins to spread throughout the Enterprise, so does the need to reduce the vast cost of recording systems so that it becomes affordable for the Enterprise.  Just like the communications system, companies are looking to reduce costs and deploy dynamic recording systems without having to spend huge amounts of money.  That’s where cloud recording comes in.

Software as a Service is taking the business community by storm.  “Cloud Based” solutions offer a flexible and scalable service for a low monthly operational cost rather than a hardened capital investment where the Enterprise has to plan for the future.   CallCabinet has a SaaS model recording platform that offers the Enterprise flexibility and scalability without the burden of a capital investment.  Through CallCabinet Atmos, Enterprises can subscribe to a call recording service and get the same features that are found in large, on-premise expensive systems, at a fraction of the cost!  Features such as screen capture, PCI-DSS voice and screen redaction, compliance call recording and even Agent Evaluation can be subscribed to with the CallCabinet Atmos service.  To learn more about CallCabinet and Atmos, find us at www.callcabinet.com.

Continue reading “Is Today’s Businesses Becoming The Age of Renters?”

The expansion of regulatory compliance within general business is driving more organizations to invest in technologies to protect the business and their customers. This includes capturing all types of communication within an organization including emails, documents, letters, voice communication and screen interactions. So all of this technology is costing more as legislation mandates larger segments of compliance monitoring. At the forefront of this spending is the recording system.

Continue reading “Why Buy a Recording System When You Can Subscribe to One?”