The need to record, securely store and access recordings has never been greater. Organisations are faced with mushrooming compliance and auditing requirements, and the need to meet personal data requests and protect their reputation in the event of disputes.
But recorded voice calls – both fixed and mobile – and digital communications also hold insight and value in their own right. Organisations store large volumes of information that, if managed appropriately, can be used to train customer-facing employees, enhance customer experience levels, and unlock insights and value stored in the data.
Unfortunately, while the newer role of Compliance Officer is becoming more commonplace, many organisations still lack the in-house expertise and resources required to deal with unexpected legal, statutory, and industrial compliance requirements regarding personal data, or dispute resolution. Likewise, many struggle to know how to fully unlock the insights and value in the data for business growth.
A further challenge is that, over the years, many compliance strategies have evolved on an ad hoc basis, or on a departmental or divisional basis. This can lead to silos of data, which may be stored in differing (often proprietary) formats, leading to an incomplete view of recorded calls and data. Of course, this can cause issues for both compliance requirements and when it comes to gaining business insight.
On top of all of that, the number of communication channels that employees and customers use to communicate with one another continues to grow – mobile and voice calls, messaging, MS Teams, legacy enterprise applications, chat, and so on. But the backbone of many organisations’ communications is still a legacy on-premise or a newer hosted PBX solution – or a hybrid of both.
According to The Insight Partners, the European cloud PBX market alone is set to grow to $4.5 billion by 2027 (compared to $1.37 billion in 2018). However, a separate report from Eastern Management suggested that on-premise PBX systems still accounted for 40% of all shipments in 2021, highlighting the longevity and significance of PBX solutions to businesses of all sizes.
These figures show that the PBX remains a very significant channel for business communications, alongside the growing number of enterprise and mobile applications. It sounds like a daunting prospect, but there is help at hand.
Touch has decades of experience helping enterprises of all sizes to overcome these hurdles – helping them to meet compliance and personal data requirements, improve customer service with tried and tested self-training practices, respond to audit requests, and to unlock hidden value in their data.
Importantly, we also provide a service that automates the translation and migration of legacy and proprietary data into non-proprietary formats, according to your needs. Our service can even deal with encrypted data, ensuring a stress-free migration to a comprehensive, future-proofed repository of valuable data.
Our Call Recording as a Service offers a complete, managed solution for recording, storing and accessing fixed and mobile voice calls, and digital communications. It can be activated quickly and easily without the need for large capital investments, or the management of complex infrastructure.
Importantly, we can record communications across 50 different channels for cloud-based and on-premise PBX solutions. Our recording solution is compatible with all relevant interfaces, covering legacy ISDN, as well as VoIP and SIP. It offers a range of proven PBX integrations, including:
…to ensure compatibility with any enterprise voice system. Click here to learn more about our PBX recording capabilities.
Our recorder captures voice streams and metadata, which are then combined into files for storage in the Touch Storage Centre. Recordings can be easily accessed and managed through our intuitive Touch Web-Portal.
The Touch team takes care of all necessary integration and deployment requirements. Touch Call Recording as a Service provides a comprehensive multi-channel solution to meet all your compliance and business needs. Get in touch today to find out how we can help or to discuss how we can support your PBX.
Link to: https://touchcallrecording.com/multi-channel-capabilities/pbx-call-recording
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