September 8, 2014

Today, employees interact with customers via a wide range of media including voice, video, SMS, chat, email, and social media. This poses a substantial problem for organizations who must comply with specific regulations. Interaction recording not only provides risk, liability, and compliance protection, but it also can be leveraged to mine valuable business intelligence which increases employee productivity, leading to enhanced customer satisfaction.

The principal drivers for recording customer interactions include:

  1. Increased Employee Productivity
  2. Improved Customer Experience
  3. Meet Regulatory Compliance
  4. Risk Management
  5. Legal Liability (record of customer instructions in case of dispute)
  6. Event Reconstruction (Dodd-Frank Act

The ability to interact on the go is crucial. It increases employee productivity and improves the customer experience, which is why today’s recording solutions must incorporate interactions across multiple media types and multiple devices. This has led to advanced recording solutions that help to boost employee productivity and improve the overall customer experience.

Recording customer interactions enables organizations to capture business intelligence that results in quality assurance gains. Recordings become key assets that help determine performance flaws and focus training efforts, as well as helping businesses understand and address emerging trends. Today’s interaction recording solutions are helping to underpin unified communications strategies through their ability to analyze trends across diverse media types.

Moreover, regulations governing financial transactions are being widely rolled out by national and international regulators including the payment card industry (PCI-DSS), USA (Dodd Frank), EU (MiFID) and UK (FSC). These regulations increasingly stipulate that business calls on mobile phones must be recorded, in addition to fixed-line calls. Furthermore, these regulations require SMS, chat and pin-to-pin messages to be recorded. This presents a significant problem for organizations using traditional voice recording systems.

Interaction recording is one of the best ways to mitigate risk and manage compliance. The list of regulations is constantly growing, and there can be major costs associated with noncompliance. Many businesses are legally required to provide proof of compliance as a means for managing risk and liability. Businesses have to be able to monitor, measure, and manage every critical interaction, regardless of the current devices or locations of their employees.

Liability is a huge issue for any organization when it comes to customer disputes, misinformation, or failure to comply with applicable regulations. Event reconstruction is basically impossible without the help of interaction recording. Today’s solutions allow you to quickly locate and reconstruct multiple interactions in order to provide a clear representation of a situation involving a dispute or investigation. Interaction recording provides concrete evidence for liability protection.

So, how do you ensure that the company’s mobile phones route all inbound and outbound calls and messages back to the premise-based recorder – regardless of where the user is located? Additionally, how do you ensure that the end user experience is not seriously impacted by the implemented solution, and that the user cannot just switch it off and bypass it?

The answer is to implement the solution within the MNO’s network, which provides a seamless service to the end user, is secured against tampering, offers the MNO a valuable over-the-top service, and provides the company with a regulatory compliant solution.