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Touch Call Recording Service for the entire lifecycle of multi-channel communications

Touch Call Recording Service for the entire lifecycle of multi-channel communications

Touch Call Recording not only ensures local, national and industry compliance, it’s an end-to-end managed call recording service that covers the entire lifecycle of multi-channel voice and digital communications.

Recording calls across multiple channels and platforms has become an integral part of many organisations’ daily operations for a multitude of reasons.

Primarily, enterprises in the financial industry or those processing and storing personal data have to ensure compliance with regulations such as General Data Protection Regulation (GDPR) and MiFID II, as well as a raft of industry, national and international legislation and guidelines.

Multi-channel managed call recording service from Touch

This requires recording a broad range of voice and digital communications, including landline and mobile calls, SMS, chat, and communications on enterprise applications such as MS Teams.

But when it comes to call recording strategies, compliance (while essential) is just scratching the surface of the potential business benefits that recorded conversations hold.

The Touch Call Recording Service embraces the entire lifecycle of recorded communications, from the automated translation of legacy data and management of complex migrations without disruption, right through to secure storage and easy search and retrieval capabilities, compliance with ‘right to be forgotten’ requests, and the potential for deep business insight and improved quality assurance around customer service, to name just a few benefits.

In short, Touch provides a comprehensive, multi-channel managed call recording service that evolves to meet the market requirements of organisations (our customers) and their customers. We provide an end-to-end service, from migration to in-service assurance and operations, and build trusted long-term partnerships with our customers.

Meeting your compliance obligations

We were the first business in Europe to provide Call-Recording-as-a-Service, and have a rich heritage in helping financial services providers to meet compliance with local, national, international, and industry-specific legal and statutory requirements, including MiFID and GDPR.

But we also have an expanding global footprint, helping businesses to meet regional obligations such as Dodd-Franks in the US and the Personal Data Protection Act (PDPA) in the Singapore region, for example. Touch services can be tailored to meet all industry-specific requirements, and regional compliance.

Importantly, as employees work increasingly from home or on a mobile basis – using a growing number of devices and communications channels, including enterprise applications – Touch covers more than 40 channels, including:

  • Mobile and fixed voice calls
  • Enterprise apps such as MS Teams
  • Chat solutions
  • PBX integrations, including Mitel, Cisco, Avaya, Alcatel Lucent, Unify and more
  • Industry-specific apps such as Bloomberg and Refinitiv, to name just a few.

As well as ensuring compatibility with any enterprise voice system, the Touch PBX recorder can also be adapted to any vendor-specific API, which ensures compatibility with any telephony solution in the enterprise.

Touch managed migration for legacy voice and digital communications

We also have years of experience handling and managing complex migrations and provide a complete migration from legacy systems, backed by SLAs to ensure optimum service delivery, without disruption.

Touch has developed an automated process that converts proprietary recordings into a standardised format, ensuring that all relevant metadata is migrated as part of each recording, while handling data encryption issues. The result is an open standardised file that’s easy to search, access, stream and manage.

We also take care of your business with a comprehensive on-boarding programme. New users can be on-boarded (or terminated) quickly and easily. Once provisioned, it just works – users cannot turn it off or tamper with recordings, ensuring absolute peace of mind around compliance and audit trails.

Our service just works. It requires no app or software download/licence and no infrastructure in the enterprise. Call recording is automated and seamless, needing no action from the users and, where required, is directly integrated with relevant network components and infrastructure. Because it’s a fully automated service, it cannot be disabled by the user. The service just works away in the background.

Automated and seamless MS Teams call recording

Touch also provides a managed solution for the increasingly popular Microsoft Teams. It requires no new hardware and can record conversations even as users switch between their different devices. All calls in MS Teams are recorded automatically, without the need for user intervention.

An intuitive and easy-to-use web-portal ensures that any conversation can be searched and retrieved – for example, for all management and audit. Strict access control ensures that only approved personnel can access recordings.

Business insight and enhanced QA with Touch Call Recording Service

Touch Call Recording Service can also provide rich business insights through the analysis of communications and conversations, which, in turn, can enhance Quality Assurance for customer service. Recorded calls can also be used by advisors and users in contact centres, for example, as a self-training tool, enabling employees and managers to review, benchmark and improve customer conversations without the need for monitoring and oversight from the team leader.

The Touch Call Recording Service is a complete managed service. Our product roadmap and the long-term partnerships we build with our customers ensure that our service evolves with the market and with the requirements of our customers.

Put simply, we can take care of your voice and digital recordings for compliance, audit, business insight and QA purposes across the entire lifecycle – a fully managed call recording service. Contact us now to find out how we can help.

Written on 01 July 2021
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