The sheer diversity of channels on which organisations need to record calls and digital communications is constantly expanding. All these channels need to be recorded for a growing number of reasons, including compliance, personal data processing, audit trails, dispute resolution, employee/customer adviser training, and so on.
As well as fixed and mobile calls, SMS, and chat, employees today use a growing armada of enterprise and consumer apps for communications. As a result, multi-channel recording and omni-channel recording is now essential.
In addition, call recording is no longer a fixed entity – it’s a moving target and organisations need to ensure that they can keep pace with the ever-changing demands of compliance legislation and regulations, as well as the addition of new channels.
In order to cope, organisations need a unified, comprehensive, and easy to deploy call recording platform (and over-arching strategy) in order to meet ever-changing compliance obligations and business requirements. Importantly, that platform must be able to anticipate changing demands.
So how can organisations achieve comprehensive call recording over such a large, and growing, number of channels?
Multi-channel is a term often used by companies that offer employees multiple tools to communicate with customers, while omni-channel is a term often used by the contact centre industry to describe one communication tool that offers multiple communication channels – omni-channel contact centre tools are typically used by an advisor in a contact centre.
Touch Call Recording Service is a complete, integrated solution that combines call recording capabilities into a managed service. We cover a record-high number of channels, encompassing more than 50 recorded channels, and that number continues to grow.
Importantly, we support an ongoing roadmap of technological innovation that allows us to constantly anticipate the market, so we can quickly and easily add new channels whenever needed, ensuring continuous coverage.
Our team takes care of critical integrations, so you can add new communications channels and ensure effective interaction and collaboration without any of the headaches involved with other proprietary or silo solutions.
Our multi-channel recording is available to any enterprise, from financially regulated institutions to emergency services, and includes enterprise apps such as:
And, because our call recording solution is located within the network, it not only makes for quick and easy deployment and integration, it also means that it just works, without the need for investment in new hardware or software.
We also support a growing list of telecom operators, including:
At the same time, we support omni-channel recording for a growing number of contact centres partners, including:
Our multi-channel and omni-channel solution embraces fixed, mobile and digital channels, providing everything you need to ensure effective communication and efficient customer interaction, backed by compliance to national and international regulations, as well as best practice for your industry.
Secure management integrated into Touch Call Recording protects your business while restricting access to the recordings. You can easily review dialogues, and correlate conversations and chats to provide a complete history of each interaction – as well as a clear audit trail. Our team takes care of any integration requirements, ensuring smooth activation and the easy addition of new interfaces and channels.
With organisations confronted by an ever-growing number of communications channels, it’s good to know that Touch Call Recording Service can provide one of the most comprehensive, open call recording solutions. Our constant anticipation of new channels and compliance regulations means that we can also provide peace of mind for the future.
Call recording is an ever-moving target, so it’s essential that you work with an agile partner such as Touch to keep pace. Touch stays ahead of the game, so that your business can confidently adopt new channels and integrate them into your compliance framework as needed.
To find out more, contact us today.