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The rise of omni-channel - why legacy call recording solutions are no longer fit for purpose

The rise of omni-channel - why legacy call recording solutions are no longer fit for purpose

Businesses and organisations must cope with a growing diversity of interaction channels with their customers. From fixed to mobile to social media and chat, the challenge of maintaining fluent, seamless conversations has grown. For businesses and organisations that need to record voice calls for compliance and customer service purposes, this creates a serious headache. Can your recording platform keep up? Read our paper to find out what you need to know about omni-channel recording.

Today, people don’t just talk with an organisation or a business, they interact via a growing range of channels and touch points. This creates a challenge, as not only do companies have to manage conversations across multiple channels, they must also ensure that these channels are brought into the scope of their call recording policy.

Of course, companies and organisations record conversation for a wide variety of reasons, but the increased diversity of channels through which they interact with their customers now poses a considerable challenge. They must contend with calls across traditional fixed networks, as well as mobile networks, IP phones, Microsoft Teams, SMS, Social Media and Chat, and more. All these need to be included within a recording programme.

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So, as our way of communicating has evolved, so too must call recording – but this places many demands on legacy solutions, that have been unable to keep pace with this proliferation of communications channels.

That’s because call recording for business purposes typically used to be implemented in-house. It started with single source tape systems, which were later replaced by disk systems running on local hardware. These were used to record calls handled by the office switchboard and telephony system (or PBX). Such legacy recording systems required hardware installation, the costs of which are very high. This also needed expert personnel, licenses, operations and the hardware used for recording and storing the calls.

These systems are simply not suitable for today’s multi-channel landscape. Businesses should avoid legacy recording systems that cannot meet their evolving needs and, instead, choose a modern approach. But what is the right approach? How can you ensure that you choose a solution that spans all interaction channels and provides the reliability and service performance you need?

Touch can help. We have years of experience in building, delivering and managing a comprehensive, cloud-based Call Recording Service, that covers all digital channels and evolves to meet changing needs.

If you are planning an RFI, RFQ, RFP, or similar process, or simply need to ensure that your call recording system is fit for purpose and meets the latest industry best-practice, we can give you clear, objective advice and suggestions, helping to guide your decision-making process. We’ll help you understand how to choose the right solution for your business – and make sure that it delivers.

Our unique, Touch Call Recording Service is available to customers globally. But if you just want to know how to do things properly, with the least cost and overhead, while meeting your recording goals, why not talk to our experts? We’ll help you to understand what you need to choose a modern, flexible and cost-effective call recording solution.

Written on 02 June 2020
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