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Key factors to consider when planning your call recording strategy

Call recording strategy

The obligation for organisations to record fixed and mobile calls, as well as digital communications, has grown dramatically in recent years in order to comply with regulatory mandates, enhance staff training and development, and create a richer set of auditable records, across all communication sources.

As a result, so has the adoption of mobile call recording systems that can record, securely store and easily retrieve recorded conversations and digital communications.

Call recording has had a long history, having emerged in the 1890s to meet a variety of purposes. Today, mobile call recording offers benefits to most organisations, whether for legal or compliance reasons, quality assurance, and management, staff training or documenting advisory and transactions.

The challenges today, however, are much greater as most businesses use multiple channels to communicate, including fixed phones, mobile phones, IP phones, Skype for Business, SMS, Chat, and more.

This is why it’s so important to make the right choice when selecting a solution. Luckily, a new paper from Touch – entitled “An introduction to call recording: Key factors to consider when planning your call recording strategy” – explores what call recording means, and the primary considerations when matching requirements and needs to the available technology. It provides an in-depth guide to help your decision-making process.

As the ways in which we communicate evolve, so does mobile call recording. However, this place great demands on legacy solutions – traditionally, on-premise switchboards and PBXs – leaving them no longer fit for purpose. On-premise solutions require expensive hardware investment for installation upgrades and maintenance, as well as expert resources, licenses, and storage hardware.

At the same time, they are unable to meet evolving requirements, so a modern approach is required. Enter Call Recording as a Service, whereby the call recording capability is supplied as a service, spanning all connected channels and backed by a high-availability SLA.

An effective fixed and mobile call recording as a service solution must ensure that the recorded calls and other digital communications media should be stored in a private cloud and offer the highest security levels.

There are a number of requirements that businesses need from a Call Recording as a Service, including multichannel coverage, and secure storage and retrieval, among other things. To explore the full list of requirements and the considerations you need to make when choosing a mobile call recording service, please download a free copy of the full white paper.

Written on 20 June 2019
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