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iOS/ iPhone Call Recording Best Practice

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.

Increasingly, this means that businesses must consider how to bring smartphones into their recording programmes. The two most widely used mobile operating systems are Android and iOS. While the former dominates the world market, iOS/ iPhone phones remain popular.

iOS/ iPhones Are Popular

The most recent statistics for smartphone sales indicate Android has a market share of almost 74.45% globally. iOS is trailing quite far behind at 22.85%[1]. However, the picture changes dramatically if you take a closer look at the numbers for individual countries. In the UK market, iOS and Android are practically neck and neck at 50.23% and 49.13% respectively[2]. In Norway, it's 50.58% and 49.13%[3]

What it means is that any business is likely to have at many workers using iOS phones. For many, iOS phones may be the majority within the organisation. No business can afford to ignore call recording on iOS. You will need a solution that works on smartphones and specifically on iOS devices.

Why Businesses Record Calls

Why do companies record calls in the first place? Is it really necessary?

For as long as they've been using phones, businesses have felt the need to record calls. Sales teams record calls to capture important details. Customer service teams record calls to improve their processes. Compliance departments may record certain calls for legal reasons. For some businesses, recording all or a few calls is required by law.

Recording calls hasn't always been easy. For a long time, only large corporations could afford to do it. Fortunately, technology has evolved quite a bit, making this process easier. Your company may have dozens or hundreds of workers. You have to record thousands of calls, store and access them when needed. You need some people to access it but not everyone in the company for privacy and security compliance. As you can see, it's a complicated process from a business perspective. Let’s explore how businesses can successfully record calls with IoS devices.  

Call Recording for iOS

Apps were used by some for recording calls on iOS devices but have been discontinued. In any event, none were suitable as an enterprise-grade solution. What matters is reliability and security. What you need is an enterprise-grade solution that is predictable, and accountable to you.

Non-Compliance

Compliance requires recordings to be protected, in a tamper-proof environment. It also demands that users cannot choose when to record or not – a network-based solution solves these problems, ensuring compliance.

Missing or Imperfect Data

Even if you don't have compliance requirements, user access means the business has imperfect records. Some solutions allow users to delete a recorded call by accident. With such solutions, you do not have control over the data. Again, for regulatory reasons, this is unacceptable.

Obtaining metadata

Another problem is that many solutions cannot capture all relevant metadata. For instance, one may record the called number but not duration of the call, while another captures timestamps but cannot record the phone number. Businesses cannot afford to lose call data due to imperfect solutions.

What does this mean for businesses?  If you need call recording on iOS devices, you require a truly mobile solution. You shouldn't have to assemble bits and pieces.

Touch Call Recording for iOS phones

touch blog iphone best practice

The Touch Call Recording Service is the ideal solution for businesses. You don't need to download or install an app for it to work. You do not have to start or stop call recording specifically. In fact, there is no manual intervention at all. It is a seamless process, powered by innovative technology.

Businesses do not have to purchase and maintain any hardware for call recording. The solution is integrated with the operator's mobile network. Everything happens behind the scenes, so you don't even have to think about it. It just works!

What about storing and accessing the data? We've taken care of that too. All recorded calls are stored in secure data centres with mirrored backups. Your business will never lose access even in case of emergencies. You can give access rights for users, and control who gets access to the data, based on their roles and responsibilities.

In addition, all data is stored with a clear audit trail. The GDPR gives an individual the right to request information about their data and ascertain whether or not it's been processed. Under the Data Protection Act 2018 (DPA 2018), people have the right to submit a request known as a Subject Access Request (SAR). When that happens, you need the information readily available in the format requested.

The mobile recording service from Touch also works on every platform you can think of. Do your employees prefer Microsoft Teams to call customers? The Touch solution can record it. Call recording on iOS or Android phones? Touch records all calls efficiently. Covering a staggering 40 channels and more, the service makes sure all your calls are recorded and stored.

We take care of compliance as well. The Touch Call Recording Service complies with all major legislation like the GDPR and MiFID II statutory requirements. Retrieve and analyse your recordings for business intelligence. Compile reports and anticipate trends before they happen.

With compliance and audit requirements, you can’t afford to take a risk. With the Touch solution, call recording for iOS doesn't have to be a hassle anymore. Call us to find out just how easy it is!

 

[1] Macworld, Feb 2019

[2] Statcounter, 2019

[3] Norway Market Share in 2019

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