However, many of these are unlikely to offer the requirements for call recording on Android devices for business purposes. In fact, Google defined a new permission policy that denies Call Log permission for all call recording apps including ACR in March 2019. At the same time, many apps, as well as the Android OS, only record incoming calls, which means that business users who need to record outgoing calls cannot do so natively on their device.
This article will explore the requirements for reliable and secure call recording for Android devices, and some of the solutions available.
Android is now the dominant smartphone OS, accounting for nearly 70% of devices in Singapore. Android devices are significantly cheaper and offer a broader range of non-proprietary, third-party apps than iPhone and other iOS devices.
Figure 1: Mobile Operating System Market Share (Singapore)
It’s important to note that, for some businesses and verticals, iOS may be more dominant than Android, according to data analysis from Egnyte, however, devices running the latter OS still account for millions of business users throughout Europe, and the rest of the world, and so account for a sizeable market.
At the same time, regardless of OS, there is a strong move towards business mobility, driven by demand for flexibility from users, increased productivity benefits, and a globalised business market. Even in the call and contact centre industry, many organisations are seeking to empower their workers through new home and remote working models. In such cases, the ability to use a mobile device to remotely logon and register with the service offers many advantages.
There are a number of reasons why business users might want to record calls and conversations. One of the most important is compliance. Financial regulations such as the MiFID II statutory requirements mean that organisations have an obligation to record all calls that contain any mention of financial advice.
Many organisations, including call and contact centres, record calls for training and QA purposes – so that individuals can listen back to their conversations and receive guidance on improving their technique. Other reasons might include providing an audit trail and even for dispute resolution purposes.
One of the problems with in-phone call recording solutions, as well as mobile apps, is that many of them can only record incoming calls – a quick search of Google Play call recording app reviews reveals that few users are happy with it.
Clearly, for business users wanting to make outbound calls this is not suitable. Furthermore, apps can be controlled by employees, meaning that they have the choice whether to record a call or not, which may go against company policy or, worse, put your organisation in a position that it’s not meeting its compliance obligations.
Another issue with apps and some other solutions is that the calls are often stored locally on devices, and even when users upload calls to the cloud or a central server, this is still down to the whim of the employee.
A comprehensive call recording solution for Android requires a couple of things. First, it needs to ensure that all employee calls that need to be recorded, are recorded. This may include centrally managed policy and access controls, ensuring that only those who manage call recording for employees can change and access call recording policies.
Second, all calls need to be automatically transferred and securely stored in the cloud as soon as the call has finished – meaning that all recorded calls are accessible almost immediately in a secure, central repository (which also means that calls can be archived and retrieved whenever necessary from that repository).
Touch Call Recording provides both of these solutions, offering a reliable, centrally managed, secure way to record and securely store calls using an Android device.
Furthermore, Touch does not require the deployment and maintenance/upgrade of any hardware or software. The Touch Call Recording Service is deployed on mobile operator networks, providing a network-based option in the cloud, which gives the added benefit of not being reliant on an IP connection – which can be a problem for users working in remote locations. Touch Call Recording Service works on 2G, 3G, 4G and VoLTE networks, eliminating the need for reliable, uninterrupted bandwidth.
To find out how Touch can help with your call recording for Android device requirements, get in touch with us today.
Call recording has become an important issue for many businesses and organisations. Recording digital communications, such as mobile voice calls and messages provides valuable insights into customer service and for performance optimisation – and is necessary to ensure compliance with a number of key regulations, such as MiFID II. With more and more employees using mobile devices, the need to include mobiles within recording and compliance programmes has grown.
Your business may or may not be one which is legally obligated to record its calls – but, whether you are or not, mobile call recording can benefit your business in many ways. In this blog we will outline 5 things you need to know about mobile call recording for your business.