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How to ensure compliance call recording with Cisco Unified Communications Manager (CallManager) – a complete, multi-channel call recording solution for your business

How to ensure compliance call recording with Cisco Unified Communications Manager (CallManager) – a complete, multi-channel call recording solution for your business

Cisco is the world’s second-largest collaboration and communications tool provider, with many organisations relying on its solutions. However, many are also embracing other tools alongside CallManager. So, the need for a comprehensive, secure call recording solution that is compatible with Cisco as well as other platforms is now greater than ever.

Enterprise apps, such as Cisco CallManager, together with Microsoft Teams and, of course, mobile and landline calling, are all key tools for businesses, enabling efficient internal and external communication.

Cisco remains a foundational supplier for organisations globally

According to analysts at IDC, Cisco is one of the world’s biggest names in enterprise communication and collaboration tools[1]. The company accounted for over 10 per cent of the entire global UC and collaboration market, with around $5 billion annual sales. In the Asia Pacific region, Cisco collaboration revenue grew to almost $8.4 billion in 2020, up by 28% on the previous year.

So, it’s fair to say that Cisco is the bedrock of many organisations’ communication and collaboration programmes throughout the region, both for on-premise deployments and increasingly in the cloud.

Cisco’s communication and collaboration tools include familiar names, such as Cisco CallManager and Webex. CallManager is the call-processing component of the Cisco Unified Communications System, which provides features such as IP telephony, conferencing, unified and instant messaging, and Presence to a broad range of enterprises, from small businesses to those with 80,000 users.

Not just Cisco, but every other channel

Of course, the vast majority of enterprises have been using multiple channels for communication and collaboration tools for many years. But, today, employees and customers alike demand to use a wide range of communications channels, from mobile calls to enterprise apps (whether on-premise or in the cloud), in order to communicate and collaborate. So, while CallManager needs to be included in your call recording programmes, so too do your other communications tools.

The change in work practices has, of course, changed the way in which we work and communicate – people now use whichever channel is the most convenient on any device. They are likely to continue to do so. This places a significant burden on call recording programmes.

Strict call recording obligations for PDPA

The PDPA, for example, requires that recorded calls are stored securely, unable to be altered, easily retrieved and to be deleted once the data no longer serves the legal or business purpose for which it was collected. It also contains struct stipulations regarding data transfer to other territories or organisations.

This, of course, includes multiple channels, including fixed and mobile calls, VoIP, SMS, chat, Cisco CallManager, and any other enterprise apps.

A multi-channel call recording solution is required to help enterprises not only to adhere with compliance obligations, such as the Personal Data Protection Act (PDPA), MAS regulations, MiFID II and other local industry and international regulations, but also to improve customer service through training and quality assurance, provide better business insight, and ensure relevant audit trails when necessary.

As well as being able to record across multiple channels, a comprehensive call recording solution must be secure, easy to use, and simple to deploy. Touch Call Recording Service is the answer, providing full coverage for Cisco and more than 40 other digital channels.

Touch Call Recording – a managed multi-channel call recording service

Touch Call Recording Service is a comprehensive service for multiple channels on a single platform. It eliminates the need for risky IT investment, while embracing legacy deployments. Furthermore, our on-going technological innovation ensures that you get a future-proof call recording service to meet all of your requirements.

Our solution captures voice and data streams, as well as all associated metadata, which is then encrypted and mirrored across multiple global sites, ensuring security and business continuity. A single, intuitive dashboard provides simplifies on-boarding, search and retrieval, and secure access management.

Touch can also ensure simple migration of legacy data, while offering state-of-the-art call recording across more than 40 different channels.

Touch Call Recording Service ensures compliance across channels, regardless of the location of employees, as well as improved QA through employee training and progression, and clarity into business operations. So, if your organisation uses Cisco - or any other channel - for communication and collaboration, Touch Call Recording Service ensures that all of your compliance obligations and quality assurance requirements are met. Contact us to find out more.

 

[1] https://www.idc.com/getdoc.jsp?containerId=prUS47572421

Written on 8 June 2021
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