Enterprise use of mobile phones and apps has increased over the last decade. Sometimes businesses equip their teams with mobiles, while often individual users’ provider their own device and simply install a mobile SIM provided by their employer.
As a result, neither of the two main operating systems dominates the market. According to StatCounter, the split (2019) was 51%:49% between iOS and Android, while in Sweden Android has more than 52% of the market and iOS 47.55%.
So, if businesses use mobile phones for professional calls, and if they need to record conversations for compliance or quality training purposes, then ensuring that Android devices can be covered is essential. How can you record calls made from Android devices?
The most immediate advantage is that employees can respond to customers or partners promptly. They can answer calls even if they are away from their desk or out of the office. It is also useful for a business to allow employees access to critical enterprise systems through mobile apps.
Businesses are also using mobile phones to enable remote working and mobility for workers. The ability to work from anywhere is a valuable tool for recruiting and retaining the best talent. It allows employees to do their jobs effectively even if they are unable to come into the office. Mobile phones allow a person to work from home full time or part of the time as needed.
The addition of mobile phones to the mix of enterprise communications systems requires planning. Various business processes are affected by the use of mobile phones and a good example is recording calls.
A business might have a system for recording calls, but it may not be able to capture calls made on mobile. Unfortunately, this leaves a gap in business records. Organisations overlook valuable information in those mobile calls because they are unable to record them for quality purposes.
There are legal compliance issues as well. Most countries around the world have regulations that mandate call recording by businesses.
After the General Data Protection Regulation (GDPR) was implemented in 2018, any business that operators in the EU or collects the data of EU citizens from anywhere in the world must comply with the GDPR. That extends to Norway, Sweden, Denmark and Finland. So, if an enterprise cannot record calls made on mobile phones, it will not comply with legal requirements.
Businesses and professionals in the financial industry also need to comply with the Markets in Financial Instruments Directive II (MiFID II) requirements on call recording. An organisation may have to comply with several regional and industry regulations on recording calls.
Android and iOS are the two major mobile phone platforms in the world, and it is crucial for companies to be able to record calls made on these devices. There are some app-based solutions, but many have limitations – for example, they can only record incoming calls, or need to be manually configured. Unfortunately for businesses, such options are unsuitable for enterprise use. Let’s explore these in more detail.
Mobile apps have several key drawbacks:
Organisations using business phone systems may have the capability to record calls. While some systems also capture calls made on Android phones – for example, by diverting calls from the PBX to a mobile device (so that the call transits the PBX), not all of them can do so and will also miss calls that are made directly from or to the device, unless it is from an OTT VoIP application. Such solutions will only work if data connectivity is available to support the bandwidth required by a soft mobile client, which means many calls will be missed.
Organisations need a solution that can record calls made on any device and platform, including Skype calls or mobile apps. The Touch call recording service supports a wide range of enterprise communications systems. Employees can use any means of communications such as Skype, mobile phones, landlines or VoIP phones to make calls. The Touch service will record all of them.
Touch is a managed service that integrates with major phone networks allowing calls to be recorded automatically. There is no manual input needed by the employee. There are no buttons to press or app to install. It eliminates the possibility of not recording certain calls either deliberately or accidentally.
The solution is device-independent since the recording does not happen on the device. So employees can use any Android phone model. The business will be able to record calls made on older phones and the latest models with equal ease. Recorded calls are not stored on the device either which means the company does not have to worry about lost or stolen phones.
All the data from recorded calls - including metadata like timestamps - are stored in secure data centres and mirrored for redundancy. An organisation will be able to access their data during an emergency and retrieve calls when needed by authorities under the GDPR and Personal Data Act.
As a managed service, the Touch solution is maintenance-free for organisations. There is no hardware, software or additional resources to purchase. All calls are automatically recorded without user intervention. Businesses can also set access permissions for the securely stored recordings. Only authorised personnel may access them as required by law.
The Touch recording service fulfils all the relevant criteria for enterprise use. Whether businesses record calls for legal compliance or training, Touch is the optimal solution.