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Fixed line call recording

Fixed line call recording remains an important topic for a range of regulatory and quality assurance purposes. That’s because, although many business users have adopted mobiles as their primary device, most businesses of any size still maintain a fixed line infrastructure. They may use on-premises solutions, such as legacy PBXs, or they may have adopted a hosted IP solution in the cloud. They may also be using call centre or call distribution functionality, which can also be deployed locally or in the cloud.

In all cases, there will be an infrastructure that is dedicated to the routing and connection of calls from outside the organisation to employees, users and agents within the organisation. So, if a company is obliged to record calls between customers and employees for compliance purposes, or if a company intends to use recordings for staff training and quality assurance purposes, the fixed line infrastructure needs to be fully integrated into a call recording programme.

This can be challenging, because there can be many elements behind such a fixed call infrastructure. Bringing these all together is essential in order to successfully establish a fixed line call recording programme. In this post, we’ll explore a few of the key steps necessary to accomplish this.

What’s the first step towards fixed line call recording?

First, identify the reasons for adopting a fixed line call recording solution. There are two primary drivers for this. First, compliance to regulations, such as MiFID II, or other such instruments. These require that companies involved in certain sectors make recordings of interactions between employees and customers, so that clear and auditable records of transactions and contracts can be maintained.

Of course, this something of a niche, albeit a large and valuable one! The other key driver is the need to enhance staff training, to ensure better service delivery, and to evaluate quality performance. This is a bit of a catch-all, but many organisations have recognised the value of making recordings of all or some of the interactions with customers, so that they can be evaluated and provide lessons for performance improvements to be made.

Audit your fixed line infrastructure

Next, you need to survey the infrastructure that already exists. How many lines are deployed? Which of these need to be recorded? What should happen if a call that needs to be recorded is forwarded to a destination that isn’t covered by the recording policy? Bringing these considerations together requires a little thought but it’s not a complex design project – and, of course, experts are always on-hand to help.

Some companies operate a blanket policy, but others select to record calls to specific departments – such as stockbrokers, financial advisors, sales, customer service and so on. Whichever you need, you must be sure that all of these are included in your fixed line call recording rules.

Do you deploy locally or move to the cloud for your fixed line call recording solution?

This is perhaps the most important decision that needs to be taken. If there is equipment deployed in the premises, it might be tempting to deploy something alongside this for fixed line call recording. But, given that many key business solutions are moving to the cloud, this may not be the best approach. It may be much simpler and more effective to adopt a cloud-based solution, in line with others that have been or a planned to be adopted in the enterprise domain.

Whichever decision is made, it needs to be aligned with the overall evolution of the enterprise IT estate – so it’s essential to consider, not just what is there today, but what is likely to be there in the future. This doesn’t just apply to technology – it also applies to business growth. How many lines may need to be recorded in one year? In two years? Will the frequency of calls increase? For how long will calls need to be stored? These are business, not technology questions.

How can you integrate with different call platforms?

While some call centre and PBX platforms offer standard interfaces to call recording solutions, some have specific API interfaces. In these cases, it’s essential that the fixed line call recording solution can support integration with a wide range of such solutions, so that an such platform can be supported, regardless of whether it resides in the cloud or on premises.

What else might I need to record?

While fixed call recording may be the most pressing need, organisations also need to consider other communications channels that might need to be included within the scope of a call recording policy. That’s because many employees utilise multiple channels for communication, such as mobile voice, mobile messaging, Skype for Business, Instant Messaging and so on. Some organisations also run a mixed PBX environment – with some in the cloud and some on premises. Such hybrid situations need special consideration.

In addition, addressing the requirements of GDPR can lead to some additional considerations. For example, is it possible to determine if a call has been forwarded from another line? Capturing the full trail is essential. Similarly, can all participants/ callers in a conference or multi-party call be separated, identified and noted?

What’s needed is, not only a solution that can enable fixed line call recording but one that can easily be extended to support any other required channel, while also catering for complexities, such as those identified above. While some vendors provide call recording as an accessory to their communications system, such as a contact centre or PBX, such solution may not have the flexibility to be extended to new channels or to be adapted to evolving needs.

Fixed line call recording as a service

The most suitable approach today is to buy call recording as a service. Adopting a premises-based solution “as you always have done” may seem practical if there’s an existing premises-based estate, but it’s likely to prove short-sighted in the face of the overall shift in the market  – and likely to increase expenses and overheads in the long-run. Deployment is one thing, but organisations also need to look for the flexibility to extend their chosen solution to new channels and to adapt as the organisation evolves. This is crucial, as new channels emerge each year, so to keep pace, organisations must have the confidence that their chosen solution can also evolve.

Conclusion

Choosing the right solution for fixed line call recording can seem like a difficult task. While there are some technical considerations, in reality, the key objectives must surely be, first, alignment with the enterprise IT architecture and, second, securing the ability to evolve and adapt to future needs and cases.

However, technical considerations must always be matched by business considerations. What makes the most sense for your business or organisation? If you want to choose the right fixed line call recording solution for your business, you should talk to Touch. We offer a complete call recording as a service solution that is securely deployed in the cloud and which provides the widest range of PBX and call centre integration possibilities.

It supports an extensive range of communications channels, ranging from Eikon messenger to Skype for Business, as well as mobile and messaging. It provides a future-proof, sensible choice to cover all fixed line call recording needs.

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