Touch Call Recording
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With growing compliance requirements and the rise of MS Teams there is a strategic need for organisations to ensure absolute data privacy and security for both voice and data conversations. What are the considerations required to choose the right solution?

WhatsApp is used as a customer communications tool by an increasing number of organisations, including financial institutions. However, there are challenges to ensuring compliance with financial regulations. Touch can ensure that your WhatsApp compliance recording solution is as robust as possible. However, there are some basic limitations you need to be aware of.

A comprehensive compliance policy is paramount for ensuring that financial advisors and brokers use the right – approved – channels for communicating with customers is essential to meet compliance obligations.

Controlling access to sensitive customer data for compliance recording programmes using keystores.

Genesys Cloud has become a popular choice for businesses as their contact centre – and has also evolved to become a centralised engagement hub that spans the entire omnichannel customer journey. For businesses that leverage Genesys Cloud, Touch Call Recording Service is widely used as the integrated recording solution to meet all GDPR requirements and to meet compliance obligations.

Touch Call Recording Service provides mobile operators with a differentiated service offer for B2B subscribers that can help to monetise new revenue streams and enhance subscriber experience and retention.

Compliance recording for MS Teams offers multiple features for the recording of voice and audio calls, meetings, chat, messages, and more, but it’s essential to ensure that local data sovereignty and compliance regulations are met. Tight integration with Touch Call Recording Service ensures that.

Financial regulations evolve all the time. As many of you will know, MiFID II mandates that all communications related to investment advice are recorded. At the same time, GDPR imposes strict rules for the protection of personal data.

Choosing the right call recording solution is an important decision, not just for compliance purposes but also for operational flexibility, agility, and success.

Optimised customer engagement is imperative for all organisations, and it requires on-going training and development for contact centre agents. Well-designed, customised scorecards are an essential aspect and can lead to enhanced customer experience. Touch QMS has the solution.

Touch Call Recording is pleased to announce that we have expanded our ISO quality accreditations and certification, strengthening our overall quality systems - and confirming our leading position as a compliance and call recording provider.

MS Teams is one of the most popular collaboration apps available today. But, despite having its own policy-based call recording capability, it does not meet compliance requirements, unlike Touch Call Recording Service.

NIS2 and DORA are two new EU-wide regulations that will affect millions of organisations based in, and offering services to, the EU bloc – and have a direct impact on call recording and compliance programmes. Are you ready?

AI-driven Speech Analytics is a fast-growing tool for continuous customer experience quality monitoring and assurance, and can help to optimise the customer experience and, ultimately, to increase customer satisfaction.

Deploying a call recording solution for compliance and training purposes is just the first step. Compliance is an on-going commitment that should incorporate best practices and over-arching compliance policies and strategies. Touch provides a complete service that ensures all of your bases are covered.

On-demand recording is integral to the Touch Call Recording Service, which offers tight integration with MS Teams. Its flexibility allows organisations to switch recording mode at the touch of a button.

Regulatory compliance is a complex challenge that applies to any organisation that collects, processes, or stores personal or financial data. For many it’s beyond their in-house capabilities, so it’s important to ensure that you work with an expert partner that can offer knowledge and expertise in meeting all forms of compliance, regulatory, and legislative obligations.

MS Teams is an integral component of many organisations’ daily operations meaning that it must adhere to compliance obligations – this is particularly important when it comes to call recording policies. Leaving it to users to turn on call recording does not meet compliance requirements. What’s needed is a fully integrated call recording solution for MS Teams.