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Changing work patterns magnify the need for multi-channel call recording services on a single platform

Changing work patterns magnify the need for multi-channel call recording services on a single platform

This last year has highlighted the need for multi-channel communications – for employees and customers alike. Remote working has accelerated the adoption of cloud-based enterprise collaboration tools, while customers have embraced more and more digital communications channels. So, it’s crucial, more than ever, that organisations have a comprehensive, secure, multi-channel call recording strategy in place.

The way we work has been evolving for some time. The adoption of mobile technology, digital transformation, the rise of flexible working, and the growth of multi-channel communication for both work and lifestyle was already well underway. The last year has only accelerated these trends.

Changing work trends and multi-channel interactions require a comprehensive, cloud-based single platform for call recording

According to an international survey of 800 business executives by McKinsey & Company85 per cent of respondents said that COVID-19 had accelerated the implementation of technologies that “digitally enable employee interaction and collaboration, such as video conferencing and file sharing.”

The meteoric rise in adoption of Microsoft Teams is another clear example of how the pandemic has changed the way we work over the last year. According to Microsoft, adoption of Teams skyrocketed from 44 million daily active users in March 2020 to 115 million by October.

At the same time, almost half of the business executives surveyed by McKinsey reported increased digitisation of customer channels, such as ecommerce, mobile apps and chatbots, over the last year. A Factworks study, meanwhile, showed that 1 in 2 consumers already viewed ‘business messaging’ as the “modern way to communicate” even before the pandemic[1].

Call recording ensures greater business insight, as well as compliance

Businesses are accountable to a growing number of international compliance regulations and legislation, including the Personal Data Protection Act (PDPA), and regional equivalents (such as the General Data Protection Rule [GDPR] in Europe), as well as local, national and industry requirements. Of course, call recording is an integral part of those requirements – across all channels.

In addition, businesses must consider security, ease-of-use, and accessibility. Many compliance obligations require recordings to be securely stored for a set amount of time (for example, the PDPA states that personal data must be deleted once it no longer serves the legal or business purpose for which it was collected).

Call recordings must be accessible and secure under the PDPA

Data must also be easy to search, retrieve and manage (for example, for ‘right to be forgotten’ purposes). Most importantly, it must be secure – for example, the PDPA has strict data protection stipulations regarding access to information, and the transfer of data to other organisations and regions.

Increasingly, organisations are also using call recording for a much broader set of reasons, including quality assurance of customer service interactions, employee and agent training, business insight and analytics, audit trails for compliance or dispute resolution, and more.

A modern call recording programme must include fixed and mobile calls, VoIP, SMS, chat, and more, MS Teams and other enterprise collaboration tools such as Mitel MX-One, Cisco, Avaya, as well as legacy applications and existing call recordings. It means that any organisation’s call recording strategy needs to embrace multiple channels, from legacy apps to social media.

Touch Call Recording – a comprehensive solution for multiple channels

Touch Call Recording is a cloud-based managed service that embraces over 40 different communications channels, while enabling tight and easy integration with legacy applications and data using APIs. And, it’s fully integrated with Singtel’s mobile network and BizVoice products, so you’ll also be covered for mobile and fixed communications.

The Touch solution negates the need for costly and risky hardware deployments, while embracing legacy investments. Importantly, it also ensures that your call recording programme is future-proof thanks to Touch’s on-going technological roadmap.

Not only does it ensure compliance – regardless of the location, device or application being used by employees or customers – it also enables greater business efficiency, agility, and flexibility by enabling a mobile workforce, better QA and improved employee training and progression. A single, intuitive dashboard provides easy on-boarding, search and retrieval, and secure access management, meaning that only certified personnel can access call recordings.

Put simply, Touch Call Recording provides a seamless, secure, multi-channel solution, whatever your call recording requirements. Contact us to find out how we can help.


[1] Global P2B Communication Methods and Preferences, FactWorks, Feb 2018

Written on 26 April 2021
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