Touch Call Recording and Avaya: Ensuring a unified, enterprise-wide call recording strategy for compliance across all channels
Touch Call Recording Service can seamlessly integrate legacy systems and modern collaboration platforms such as Avaya into a unified call recording compliance strategy across more than 60 channels.
Enterprises are increasingly turning to cloud-based communication platforms, such as Avaya IP Office. But can they provide a unified, over-arching call recording compliance strategy?
Enterprises are embracing cloud-based communications and collaboration platforms for the obvious benefits they bring – increased operational efficiency, improved employee productivity regardless of their location, and enhanced customer experience, to name just a few.
That’s why the Unified Communications as a Service (UCaaS) market is enjoying strong growth. For example, according to Spherical Insights the UCaaS market is set to grow from $52.9 billion in 2022 to reach $311.6 billion by 2032 – a CAGR of 19.4%[1].
Avaya is a significant player in a crowded market
But it’s a highly competitive market, with the leaders continuously having to add new functionality and innovation to remain competitive. Avaya is a well-known, established UCaaS provider boasting over 20,000 customers and around $2 billion revenue annually. It focuses on cloud-based telephony and contact centre solutions, where it has a prominent market share and reputation, but is also incorporating Artificial Intelligence into its product line.
In the cloud-based telephony segment, Avaya IP Office (its on-premise PBX system for SMBs, which can also be hosted in a private cloud) has a significant presence globally. Its top three geographical markets are the United States (62.0%), the United Kingdom (14.9%), and Canada (6.8%). IP Office provides collaboration, scalability, and integration with existing tools to offer a robust platform for mobile and remote work, while enhancing efficiency and customer experience.
A unified call recording compliance strategy?
But, while many UCaaS suites such as those from Avaya offer some form of call recording compliance, they do not ensure a single, comprehensive compliance strategy nor are they likely to necessarily integrate with every other communications channel used by an organisation. Calls and messages from mobile devices, conversations on Microsoft Teams are beyond the scope of platform like Avaya – which leads to gaps in your compliance strategy. And, there are likely other channels in use – you can learn more about the challenges of managing legacy systems in an omni-channel world, here.
In order to avoid gaps in your call recording compliance functionality, it’s essential to have a unified, enterprise-wide, single strategy.
Such a strategy must encompass UCaaS platforms, other collaboration suites, enterprise applications such as Bloomberg, Eikon, and MS Teams, as well as fixed and mobile calls, chat, on-premise/cloud/hybrid PBX integrations, and even WhatsApp, to name a few.
Touch Call Recording encompasses more than 60 channels, including MS Teams, chat, fixed and mobile calls, on-premise Avaya PBX integrations, as well as integration with multiple collaboration platforms as a service, including Avaya of course. There’s a full list of the growing range of channels we support, here – explore how Touch handles PBX recording.
Touch PBX Recorder offers proven integration with solutions like Avaya, while ensuring that it can also seamlessly integrate with every other channel your enterprise uses. It also supports PBX integrations and collaboration platforms from Mitel, Cisco, RingCentral, and others. This means that you can easily add these to your compliance recording stack – and also migrate from legacy recording platforms to a new, comprehensive framework.
Touch Call Recording Service can seamlessly integrate over 60 channels
Because it provides a single, unified platform for call recording compliance, encompassing all your channels, it means there are no siloes or gaps in your compliance strategy, which in turn minimises risk.
Our Open APIs seamlessly integrate any channel, and we are constantly expanding the number of channels supported, while monitoring the compliance landscape to ensure that we – and you – are always up to date with the latest requirements. Touch Call Recording Service includes secure, geo-redundant storage of every communication channel supported, including advanced search and retrieval. Importantly, it’s network based, so requires no hardware or software deployment. Touch also supports full compliance with DORA – learn how we ensure resilience and security.
Our service is essentially tamper-proof, secure, scalable, resilient (we have an uptime of over 99.999%), and covers more than 60 channels.
What are you waiting for? Contact us today to find out how we can help take the headache out of meeting your compliance obligations across every channel your organisation uses.
And, you can quickly discover how we support your PBX recording requirements — today and in the future — with this handy guide.
[1] https://www.sphericalinsights.com/reports/unified-communication-as-a-service-market
