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Many organisations have large amounts of historic call recordings and metadata they retain for ongoing quality assurance programmes and compliance purposes. Typically, many have unwittingly built up siloes of call data over many years, which is likely to be in a proprietary format. If it’s time to upgrade your call recording service, Touch can help to translate and migrate your legacy data into an open and unified format.

A collaborative relationship with our customers is key to identifying service development requirements to meet market demands and specific challenges. Learn about some recent innovations, implemented in close collaboration with our customers – and available for all.

Different types of businesses use call recording for a variety of reasons. At Touch, we work with a wide range of organisations, many of which have different business requirements for their call recording solution.

Mobile connectivity is an essential requirement for businesses today. But, to reliably ensure that all mobile calls are captured and securely stored the call recording function, like Touch’s, must be integrated with the mobile network. Does your call recording provider match up?

Compliance solutions must be aligned with business processes.

Compliance officers face the challenge of meeting data regulations and legislation across multiple business processes and siloes of data. That’s why a compliance solution must be easy-to-use, flexible, and fully aligned with business processes and objectives without any impact on performance.

Contact centres are evolving to become a centralised engagement hub that spans the entire omnichannel customer journey, and organisations need to keep pace with these demands. Genesys offers a market-leading customer integration platform, with both on-premise and fast-growing cloud solutions – which is already integrated with Touch Call Recording Service, along with over 50 other channels, to meet your needs for quality monitoring and customer advisor training.

Third-party OWASP penetration testing is used to assess an organisation’s security systems and reveal security vulnerabilities so that they can be fixed before any damage occurs. Touch regularly conducts pen testing using a certified third-party specialist to assure the security of our customers’ data, and their compliance obligations. It means you can trust us to protect your valuable data. The most recent pen test identified ZERO threats to be corrected. 

The environmental impact of energy-intensive data centres is well documented. That’s why Touch is embracing its corporate social responsibilities with data centres fully powered by clean energy.

ISO 27001 is the accepted global benchmark for the secure storage of information assets, and not only helps to protect our customers against data breaches and loss but also provides a way to meet compliance and enhance the reputation of your organisation.

The sheer diversity of channels on which organisations need to record calls and digital communications is constantly expanding. All these channels need to be recorded for a growing number of reasons, including compliance, personal data processing, audit trails, dispute resolution, employee/customer adviser training, and so on.

Refinitiv Messenger is a multi-channel collaborative tool for the financial industry, which means that meeting compliance obligations requires a comprehensive call recording strategy.

Service availability and uptime is an essential consideration for any organisation when it comes to sourcing suppliers and providers, and there’s a bigger difference between 99.0, 99.5 % and 100% than you might think – and the costs can be significant.

We would like to say ‘Happy New Year’ to Touch Call Recording customers, partners, and colleagues. We wish you every success in 2022.

Compliance call recording for Microsoft Teams, in a managed service solution to protect your business!

Contact and customer centre operatives are increasingly termed ‘advisors’, rather than ‘agents’, to reflect the growing recognition of their competence and that they are the on the frontline of customer interactions, providing expert knowledge and an important ‘human touch’ to complement an increasingly digital journey. Touch QMS offers structured staff training and evaluation to improve the training and development of customer advisors.

Locked into a proprietary call recording format or technology? Touch has an automated process for converting and migrating legacy files into open standards, while removing data siloes and handing control of your data back to you… unlike some of our competitors.