Call Recording

As voice recording systems reach end of life, banks must find a way to preserve the recordings and the voice data integrity, so they remain accessible for regulatory retrieval purposes. The typical approach involves migrating the legacy voice recordings into a new voice recording system which can be a bit like putting a square peg into a round hole – it cannot be done in its entirety without changing the original format of the data, an unacceptable compliance risk. But...

Call Recording Support - What You Should Be Receiving From Your Supplier Many organisations such as Financial Institutions or Contact Centres implement and manage call recording solutions to ensure compliance, improve the customer experience and reduce business costs. For contact centres, for example, call recording plays an important role in their call centre software operations. The benefits of call recording are well known, ranging from ensuring compliance for organisations who are legally obligated to record calls, to coaching and training...

A MULTIVENDOR CENTRALISED VOICE RECORDING REPLAY PORTAL The Financial Services Industry  As businesses and organisations across Europe were racing to get to grips with the new GDPR data protection and privacy regulations, the financial services industry had another piece of seismic data legislation to contend with. Under EU law, certain areas of the financial industry - equity trading, for example - have long been required to record and archive all telephone conversations relating to their services. It is all about...

WhatsApp is just one of the numerous mobile communication apps available and currently being used by traders, broker-dealers, investment and financial advisors, and many more in the financial sector. While using WhatsApp is highly convenient and effective for employees, the platform can cause severe compliance and security breaches for financial firms who are already dealing with other complex mandates from FINRA, SEC, IIROC, FCA, and MiFID II to record voice calls and archive text messages. How can financial firms meet...

Call Recording is utilised in most businesses today, especially customer-facing ones. It is also used in contact centres who implement call centre software in order to boost productivity, engage the workforce and cut operating costs. What is Call Recording: Call Recording software records telephone conversations over a Public Switched Telephone Network (PSTN) or Voice over IP (VoIP) in a digital audio file format. It also provides you with the ability to retrieve, playback, store and share calls. More simply, Call...

How to record telephone calls There are various different options to consider when deciding how to record telephone calls. Factors to take into account include: How many telephones or channels do you want to record? Do you need to record mobile phones? What is the purpose of the recording (dispute resolution, fact verification, customer service, training, compliance, for example)? How long do you want to store and retain the recordings for? What may be appropriate for an individual, one-off need...

Call Recording software enables you to record telephone conversations either over a PSTN (Public Switched Telephone Network) or VoIP (Voice over IP) in a digital audio file format. It also provides you with the ability to retrieve, playback, store and share call recordings. Call Recording software should not be confused with call monitoring technology such as call logging (gathering, evaluating and reporting technical and statistical facts about calls) and call tracking (recording information about incoming calls). Its sole purpose is...

"Calls may be recorded for training and quality purposes" - It's a phrase we've all heard when calling a company or organisation, but do you know what it entails, and what these recorded calls are used for?   Call Recording is something most people are aware of, however, not many are familiar with why organisations record those calls and what happens with those recordings after they are captured. 6 Reasons Why Organisations Record Calls Staff Training and Development It's a competitive world...

Business Call Recording Laws and Regulations in the UK *Please note - You will be subjected to different Call Recording regulations depending on whether you are a business or an individual.  1.  Is it legal to record phone calls, and what are the laws in the UK?  The interception, recording and monitoring of telephone calls is governed by a number of different pieces of UK legislation. The main being:  Regulation of Investigatory Powers Act 2000 ("RIPA")  Telecommunications (Lawful Business Practice)...

Data integrity refers to the accuracy and consistency (validity) of data over its lifecycle. Maintaining data integrity should be a core focus for all organisations, particularly with call recordings; compromised data can not be used and they may result in significant costs if they are needed for regulatory compliance. Call recording data is no different. Its integrity can be compromised in a number of ways; from data replication, updates, transfers or even simply being accessed by staff. There are two important...

Getting the most out of Mobile Phone Recording Uptake of mobile call recording is increasing thanks to legislation which requires banking and financial trading firms to record any mobile phone conversations where a financial trade is being discussed, negotiated or executed. Although many organisations may feel it is yet another technology purchase foisted upon them in a bid to maintain compliance it doesn’t mean an organisation shouldn’t aim to make the most of the technology and realise the value of it. Mobile...