Voice Logging Archives | Call Recording

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?”

Avaya Call Recording

Immediate Release: CallCabinet enhances it’s compliant call recording solution for Avaya

CallCabinet Corporation is pleased to announce that it has added enhanced support to integrate  Avaya for Atmos, its cloud-based, multi-tenant, compliant call recording and agent evaluation solution.

 

With thousands of businesses relying on the flexibility and versatility of Avaya and Avaya Contact Centers, the latest update to CallCabinet’s multiple award-winning Atmos call recording solution ensures that Avaya users can easily, and cost-effectively, meet the required global standards for call recording compliance, security and management.

 

According to CallCabinet CEO Ryan Kahan, the enhancement to CallCabinet’s Avaya premise-based offering, and the inclusion of support for the Atmos cloud-based product, adds Avaya to an exponentially growing lists of users enjoying the feature rich benefits, flexibility and cost savings of the Atmos solution.

 

“By significantly reducing the overhead and costs associated with on-premise call recording for Avaya users, we are able to make our partners far more competitive, while offering the vendor’s user base a unique and disruptive call recording solution from SME to Enterprise businesses, confirmed by the volume of recent inquiries,” Kahan said.

 

“To date, CallCabinet’s solutions have always been able to integrate with Avaya systems and we offer support for all types of Avaya recording, including Analogue, Digital, VoIP, DMCC, TSAPI and port mirroring.  This multiple approach to Avaya integration offers the best possible solution to record calls within Avaya  throughout the system from cradle to grave.  The DMCC and TSAPI integration allows Atmos to track Avaya Contact Center Users by login, thus offering a “free seating” concept where calls for Avaya users are recorded and stored by Agent ID rather by extension or physical telephone location.  This capability offers the benefit of flexible seating, recording and quality management for the Avaya Contact Center.”  

 

Atmos for Avaya offers call recording as a service along with Reporting, Compliance, PCI, Agent Evaluation, Analytics, Screen Capture and many more features.

 

“With this upgrade, we have effectively removed the compliance, storage, access and management challenges of native call recording for users of Avaya. Thus  enabling businesses to add a necessary and powerful feature to their telephony system for a low monthly fee all of which is then hosted compliantly in the cloud,” Kahan concludes.

“This call may be recorded…” This hackneyed phrase will soon be a relic of the past, as existing and new consumer rights, electronic communications and data protection legislation radically transform the business landscape in South Africa.

Many companies are still coming to grips with the onerous consumer protection, recordkeeping and data security requirements entrenched in the Electronic Communications and Transactions (ECT) Act, the Financial Advisory and Intermediary Services (FAIS) Act, the Financial Intelligence Centre Act (FICA) and the Consumer Protection Act (CPA). This year, further compliance requirements will be imposed through the Protection of Personal Information (POPI) Bill and the Payment Card Industry Data Security Standard (PCI DSS), demanding significant changes to communications and IT infrastructure, operations, policies and procedures.

“Among the numerous regulations imposed is the requirement to keep accurate and full records of all transactions and customer interactions, to record and store verbal and written communications in an appropriate format, and also to ensure these records remain easily accessible for inspection – which means retrievable within seven days – and readily reducible to written or printed form,” comments Matthew Balcomb, director of Call Cabinet™ SA, a subsidiary of Call Cabinet™ Corporation USA.

Given the sheer volume of business transactions concluded via call centres today, recording of all telephonic interactions with customers or potential customers is the crucial starting point for mitigating this compliance risk. Beyond that, enabling technologies that allow companies to store the data in an appropriate and secure format, easily access this data, and readily reduce it to written and printable formats, have become a business imperative.

Balcomb notes that a turnkey solution must incorporate a number of crucial features. “Firstly, voice records must be logged for all conversations, demanding the stability of enterprise-level servers for absolute reliability. And, since call recording systems operate in the background and can go down without anyone noticing, remote site monitoring essential, as is proactive 24/7 technical support from a remote system administrator who can get the system back on line if disrupted, without time-consuming site visits.

“Secondly, the data recorded must be securely encrypted, both to comply with the legislative requirements for data security and protection and to provide tamper-proof records that are legally tenderable evidence if required by a court of law. The right solution will also allow different levels of security access for various personnel ensuring, for example, only limited and authorised access to records containing credit card details.

“Thirdly, the records – while stored offsite to ensure prudent risk management and for the mandatory period to ensure legal compliance – must remain easily accessible, allowing personnel to retrieve records quickly using reference data, even years later.”

Balcomb further notes that a turnkey solution must also be cost-effective, easy to install to reduce disruptions, and user-friendly to minimise training requirements, while offering the flexibility to accommodate future growth in call volumes and advances in technology, such as the growing use of Voice over Internet protocol (VoIP). “But, ideally, the right solution should also extend its value proposition to include content management and workforce optimisation solutions, such as agent evaluation and quality monitoring functions, to improve the quality, performance and effectiveness of contact centres. Such a solution not only takes care of the legal compliance issues, but allows companies to optimise communications resources, enhance workplace efficiency and reduce operational costs, thereby increasing customer satisfaction, customer retention and revenue,” comments Balcomb.

In the immediate future, automated call centre messages are more likely to say: ‘Please note that all calls are recorded, securely encrypted and stored for the mandatory period, while remaining easily accessible, which not only ensures compliance with South African consumer protection, recordkeeping and data security legislation, but also enhances our call centre effectiveness and agent per¬formance, to offer you the highest levels of customer service’.

“Such a call centre promise can only be offered by proactive companies who have implemented an effective voice recording and call logging solution as a technological foundation supporting corporate governance and fair practices throughout the organisation, and as an effective tool for improving performance and profitability. This, in a nutshell, is what Call Cabinet™ SA, with our extensive experience in providing affordable enterprise voice recording and call logging solutions, is uniquely positioned to provide to South African companies now faced a transformed regulatory and business landscape. It is a solution that goes beyond mere voice logging compliance, and also allows companies to optimise their communications resources and increase their business revenue,” concludes Balcomb.

While the Consumer Protection Act and other existing legislation, such as the Electronic Communications and Transactions Act, has ensured that compliance features high on the call centre management agenda, call centre Human Resources managers continue to face familiar challenges: increasing employee productivity, improving the service levels offered by call centre agents and boosting company profits through customer retention and data mining. To achieve the often-conflicting objectives of strict legal compliance and responsive customer service, call centre HR managers need more than just a partial call recording solution, in which a call ‘may’ be recorded. They require a turnkey voice logging solution that will not only address compliance issues, but will also enable effective call centre agent evaluation and quality monitoring.

Logging and monitoring the telephonic transactions of its call centre with its customers is a key aspect for organisations to achieve legal compliance, protect their reputation and minimise their liabilities. “To drive compliance management, the industry is experiencing a shift from partial call recording to 100% recording,” explains Matthew Balcomb, director of Call Cabinet™. “Mitigating risk can only be achieved by recording all telephonic interactions with customers.”

Recording and storing of conversations with customers enables organisations to monitor their employees in accordance with the law and provides organisations with proof that can be used to avoid potential disputes – both on the part of the employee and consumer.

“But beyond complying with business and legal regulations, a strategic long-term application of the right voice logging technology is about far more than compliance. It enables call centre HR managers to monitor the quality and performance of their employees, to track the quality of customer service and to determine how best to improve call centre agents’ skills.”

Call centres are becoming increasingly important as a customer touch point in the 21st century. “Contact centres connect companies directly to their customers and, as such, a wealth of customer interaction data is hidden within an organisation’s contact centre,” explains Balcomb. “Organisations need to be equipped with the right tools to unlock this data and transform it into actionable information to help retain customers, decrease defections and continuously improve its customer service operations.”

Recording all telephone calls – incoming and outgoing – using the right voice logging solution, enables organisations to gain insights into their customers’ experiences with them, to improve customer service levels and retention, to develop corporate best practices and procedures for the organisation and to create effective training programmes for agents.

“While a turnkey voice logging system will involve some investment, the legal and public image risks associated with non-compliance and customer defections may be even higher,” concludes Balcomb. “An investment in the right technology can ensure that call centre HR managers not only maintain strict legal compliance, but simultaneously achieve increased employee productivity, improved service levels and increased profitability.”

While the Consumer Protection Act and other existing legislation, such as the Electronic Communications and Transactions Act, has ensured that compliance features high on the call centre management agenda, call centre Human Resources managers continue to face familiar challenges: increasing employee productivity, improving the service levels offered by call centre agents and boosting company profits through customer retention and data mining. To achieve the often-conflicting objectives of strict legal compliance and responsive customer service, call centre HR managers need more than just a partial call recording solution, in which a call ‘may’ be recorded. They require a turnkey voice logging solution that will not only address compliance issues, but will also enable effective call centre agent evaluation and quality monitoring.

Continue reading “Call centre monitoring: merging compliance and service excellence”