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The Republic of Finland has strong rules on both personal and business context voice recording—rules that in many ways go beyond what is already in MiFID II – key article of legislation that governs practices in the financial services industry in the EU region.

At just over €53,000, the Kingdom of Denmark’s 5.8 million citizens enjoy the tenth-highest per capita income in the world. As such, it’s no surprise that there’s both a market for sophisticated digital financial services and a strong regulatory environment to protect users of these services. 

While COVID has absolutely had an impact, with Danish GDP projected to contract by 6.5% in 2020 compared to pre-COVID-19 growth estimate of 1.9% (IMF projections), the country is also reckoned to have handled the Pandemic much better than many other economies.

Enterprise use of mobile phones and apps has increased over the last decade. Sometimes businesses equip their teams with mobiles, while often individual users’ provider their own device and simply install a mobile SIM provided by their employer.

As a result, neither of the two main operating systems dominates the market. According to StatCounter, the split (2019) was 51%:49% between iOS and Android, while in Sweden Android has more than 52% of the market and iOS 47.55%.

So, if businesses use mobile phones for professional calls, and if they need to record conversations for compliance or quality training purposes, then ensuring that Android devices can be covered is essential. How can you record calls made from Android devices?

What does the call recording landscape look like from the perspective of Sweden? Well, local regulator the Finansinspektionen has oversight – which means you must follow their regulations while complying with MiFID and other relevant legislation.

How does the Norwegian regulator implement regulation to govern call recording? Find out how to meet your Finanstilsynet call recording obligations with help from Touch.

Microsoft Teams has been eagerly embraced by organisations for internal and external communications. Reports from Microsoft indicate there are now 75 million active users daily. With Touch, you can easily bring Teams channels into recording and compliance programmes.

Call recording for iOS/ iPhone is causing problems for businesses. Enterprises want to record calls for many reasons. Often it is a requirement under the law, as there are a number of regulations that may apply, or it may be due to company policies. Whatever the reason, businesses must consider the need to record calls against the diversity of devices and communications channels they use – if recording is required, all must be covered.

Providing the best quality customer service seems to be becoming more complex and challenging for organisations each day. Customers demand omni-channel communication options yet expect a seamless and unified experience regardless of the channel they use. At the same time, it is essential to monitor and test the performance of customer service operatives in order to provide the optimum customer experience and operational efficiency.