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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.

Touch has been offering compliance call recording for Microsoft Teams since early May 2020. The live service ensures full compliance with regulatory obligations, such as GDPR and MiFID II. Touch is one of the first global call recording providers to offer this state-of-the-art compliance call recording service. As Teams adoption surges, Touch enables it to be included in all compliance programmes – an essential step, given how popular Teams has become.

Today's businesses use a mix of different channels for communicating between employees and customers. With the transition to telecommuting and working from home for part of the workforce, it is no longer feasible to only use fixed lines for voice communications. As a result, most organisations are also using mobile devices, alongside VoIP lines and their computers to make calls. As a result, businesses that record all calls between their teams and customers must also consider adding mobile devices to the recording solution.

More than two-thirds of organisations are still not fully compliant with the General Data Protection Regulation (GDPR), despite it coming into effect nearly two years ago, and the threat of heavy fines for non-compliance. That’s according to a Capgemini Research Institute survey of 1,100 compliance, privacy and data protection personnel.

Call recording is a crucial and relevant topic for businesses today. Organisations have to contend with regulatory compliance especially with more countries introducing strict rules. Besides, they have to consider the constantly changing mix of enterprise communications channels. It is no longer enough to record calls on one or two channels because business communication is spreading out over multiple channels.

Business communication has evolved considerably over the last few decades. Despite this, voice calls are still the most popular form of enterprise communication – but, how businesses use voice has changed dramatically. The rise of mobile phones has altered the landscape beyond recognition. Of course, many still retain and use bulky desk phones, but mobile has rapidly become the preferred device for many. In 2020, people expect to communicate – both internally and with customers – from anywhere in the world.

Add another source of analytics and insights to your data programmes and investments with Touch QMS – automated evaluation of customer calls, delivering valuable intelligence and driving performance optimisation.

Touch AS recognised among Norway’s fastest-growing companies for the sixth year.