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Secure call recording – meeting the highest standards for your business

Secure call recording – meeting the highest standards for your business

Call recording requires near-unlimited secure storage, as well as easy search and access capabilities. Whether your business is focused on meeting compliance obligations or enhancing Quality Assurance, it needn’t be a headache – Touch Call Recording Service offers the solution.

The secure recording, storage and retrieval of call and data communications is now mandated by a growing number of compliance obligations, including (but not limited to) the Personal Data Protection Act (PDPA), General Data Protection Regulation (GDPR) and, for financial firms, MAS regulations in Singapore, as well as international legislation, such as MiFID II and Dodd-Frank.

Call recording requires near-unlimited, comprehensive security

Call recording requirements are also likely to be multi-faceted depending on the nature of your business. For example, for financial firms, MAS regulations require that companies record all fixed and mobile calls, and other digital communications, intended to bring about a transaction, and store them – securely and with easy search and access capabilities – for a minimum of 5 years.

A further requirement is that company management must have effective control over policies related to call recording, which requires a company-wide, transparent call recording and compliance strategy.

For contact centres, meanwhile, the focus of call recording is more likely to be on ensuring compliance with personal data regulations, such as PDPA and GDPR, as well as enhancing

customer service, agent training and quality assurance.

Whatever your area of business, call and data recordings must be stored securely for compliance or personal data purposes, be searchable and easy to access (for audit or customer resolution purposes, for example), and must be securely deleted after a contractual amount of time or for ‘right to be forgotten’ requests.

It means that organisations must apply the same high standards of security that they apply to every other area of the business to call recording. Of course, robust and comprehensive call recording security must also support multiple channels, including voice calls (fixed, mobile VoIP etc.), SMS, and MS Teams conversations, and support PBX integrations, legacy data and other enterprise applications.

Furthermore, call recording requires flexible, near-unlimited, secure storage capacity and the ability to record and store, for example, communications made by remote workers or those working from home. All of this can seem like a daunting challenge for many organisations… but it doesn’t need to be.

Record. Secure. Store. Protect.

Touch is a trusted provider of Call Recording as a Service, and we were one of the first organisations in Europe to offer this service. We have deep experience of helping multinational financial firms and banks, major call centres, and many other enterprises across numerous sectors to meet their compliance (and QA) requirements for more than a decade.

We provide a complete, managed solution for recording, storing and accessing fixed and mobile voice calls, as well as digital communications. Touch also offers an automated solution for translating and migrating legacy data to our cloud-hosted service, ensuring that your call recording security requirements cover past, present and future conversations.

All recorded calls and stored data are fully protected, with advanced encryption. Our service is maintained as part of an ISO27001 certified information system, with recorded calls automatically transferred – regardless of device and communication channel – to the recording facility via a secure connection.

A two-stage encryption process is then applied to all files, according to ETSI TR 102 661. First, a new, random secret key is generated for each data file (AES, 256 bits). Then, the random key is encrypted with an RSA asymmetric encryption algorithm with a key length of 2,048 bits.

The encrypted, secret key is then stored in the database together with reference to the encrypted data file, which means that no content is stored in the database, only metadata.

Once stored, your files are mirrored across several geo-redundant storage sites. Your data is secure and can be held as long as demanded by relevant legislation. Flexibility is also key. You can increase or decrease your capacity requirements as your team grows, or as market demands change.

Secure access

Access to, and retrieval of, files from the database is enabled by an easy-to-use, intuitive web interface – access can be assigned only to those with permissions rights. The database solution also assures the integrity of stored data and provides full traceability for database operations. Our service also supports whitelists.

Furthermore, any query or search parameters inputted by an administrator are logged in the database, together with the specific session ID that refers to an individual web user’s account. It means total accountability and transparency.

And, because the service is located in the network not on the device, call recordings are completely tamper-proof. They cannot be altered or deleted by the user, ensuring complete peace of mind for your business.

Our service is delivered from the cloud, which means that we can help to solve your call recording challenges – with flexibility, and with the highest standards of security – without the need for capital expenditure and without business disruption.

Whether your focus is on compliance or improving customer service and QA, or both, our expertise and wealth of experience can ensure that your call recordings meet the most demanding security requirements. Contact us now to find out more.

Written on 7 July 2021
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If you have an enquiry or a question, send an email to Kjetil Abo, CEO Asia.

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