Ensure compliance call recording with Cisco Unified Communications Manager (CallManager) and other UC platforms
If your organisation runs Cisco Unified Communications Manager (CallManager), how do you make sure all calls are recorded in line with compliance rules? Touch delivers a joined-up service covering not just Cisco CallManager, but also more than 60 other channels.
Touch Call Recording Service provides seamless integration with Cisco’s UC and contact centre portfolio, and over 60 other communications channels.
Cisco offers a broad portfolio of products, but its Unified Communications as a Service (UCaaS) is particularly well regarded. In 2024, Cisco was recognised by Gartner as a UCaaS leader for the sixth year running, as well as a ‘Visionary’ for its market-leading integration of Artificial Intelligence (AI) into its entire product portfolio.
Cisco is a leader in unified communications
It is also one of only two companies recognised in three Magic Quadrant reports for Contact Centre as a Service (CCaaS), Communications Platform as a Service (CPaaS), and UCaaS. Its main UC platform is called Cisco Unified Communications Manager (UCM – also known as CallManager), which is a software-based IP call agent that offers IP telephony, high-definition video, unified messaging, Instant Message and Presence.
According to IDC, the worldwide unified communications and collaboration (UC&C) market is forecast to grow from $69.1 billion in 2024 to $85 billion by 2028. It classes Microsoft as the undisputed global leader with a 44.7% market share, but places Cisco third with 5.5% market share – Zoom comes in second at 6.4%.
That still equates to $3.8 billion in revenue for Cisco, with the rest of the market largely fragmented between smaller players focused on specific verticals or SMEs in specific geographies, making Cisco a significant player – and one widely adopted across multiple sectors – including the regulated financial services industry.
An expanded compliance call recording landscape
As mentioned, Cisco is also one of the leading-edge adopters of AI, which is set to drive innovation in UC&C solutions. Cisco has integrated real-time translations into its audio and video conferencing solutions, end-of-conversation transcripts, and intelligent hybrid solutions aimed at creating a real-feel for conferences, among other innovations.
This all means that the compliance landscape is expanding as conversations need to be recorded over an ever-growing number of channels and must cover innovative and new solutions on a continual basis.
While Cisco includes call recording capabilities, regulated firms still need a single, overarching compliance strategy that covers every channel, not just CallManager. Touch brings everything together, into a single, unified solution.
Touch Call Recording Service can seamlessly integrate with over 60 channels, including Cisco’s portfolio. It offers Always-On and On-Demand options to suit your needs, down to the individual level. Users can be on-boarded quickly and easily, and assigned according to whether all calls and communications need to be recorded – for example, financial advice – or it can be left to individual opinion i.e. “Does the call need to be recorded or not?”.
But the main advantage of Touch Call Recording Service is that it provides a single, joined-up call recording compliance service that covers over 60 channels. Our APIs can be adapted to include PBX recorders for Mitel, Cisco, Lucent, Avaya, and more. Our service covers everything from SMS chat to fixed and mobile calls regardless of location to enterprise applications such as Cisco UCM and MS Teams.
Touch Call Recording covers more than 60 communications channels
Our network-based call recording for voice calls, meanwhile, is tamper proof. Communications are sent via a secure connection upon cessation of each communication to the Touch Storage database. Access to files is easy via an intuitive web portal and can be assigned only to those with permissions rights. Full traceability for every search is provided, meaning that audit trails can easily be tracked.
Touch is also highly focused on its technology and compliance roadmap – we have experience of ensuring that our service rapidly incorporates any amendments to existing compliance regulations, and is quickly compatible with new products or upgrades that Cisco – or any other vendor – may introduce, ensuring future compliance without any additional integrations or effort on your behalf.
Touch takes care of all your compliance needs across more than 60 communication channels, as well as enabling enhanced customer service through our advanced staff training functionality. To find out more contact us today.
