Enterprise call recording has become a necessary entity for businesses to ensure employees are complying to policies and following suit with service standards, corporate governance and, of course, the law.
However, with an ever-changing landscape for online and phone commerce, call recording and monitoring has been put heavily under the microscope. Even with improvements and developments, enterprise call recording practices implemented for total compliance also have to be monitored.
For instance, to protect the privacy of customers, as well as their sensitive information, the Payment Card Industry keeps track of how e-commerce support providers operate. A proponent of compliance laws, the Payment Card Industry requires its Security Standards Council to evaluate how contact centers store card security codes in digital call recordings. This, in turn, requires businesses to seek out the most reliable, easy-to-use enterprise call recording solution that fits best into business operations, and meets compliance standards, of course.
Majuda Corporation, a U.S.-based provider of call recording and quality management solutions, delivers to businesses a suite of the most up-to-date call recording technologies, thanks to its optimal functionality and partnerships with top-notch hardware suppliers.
Majuda boasts of a rather new compliance recording module that helps customers comply with regulations including PCI (News - Alert), HIPAA and Sarbanes-Oxley – thus, helping call recording users avoid legal issues or security mishaps.
The compliance module comes with a blackout feature that prevents the recording of sensitive data in audio and in agent desktop capture. It also features secure storage and transmission of audio and video recordings, as well as control and report on who has access to customer interaction data.
Majuda’s Evan Kahan, vice president of operations, shed some light on how the compliance module was conceived and developed. According to Kahan, its “primary function is to provide call recording and QM solutions that adhere to regulation, which governs the recording and storage of sensitive customer information such as credit card information, healthcare information, etc.”
Therefore, according to Kahan, customers who give out or obtain personal information over the phone during a call can take comfort in knowing their sensitive data is recorded correctly under laws put forth by the PCI security alliance and others, as well as stored properly using enterprise-level security procedures.
In addition, Majuda’s Voice Suite, which consists of both Majuda’s CallTracker and QualityTracker, helps supports a company’s efforts in meeting its service goals, as well as boost productivity, customer service and quality. All the while, this ensures customer phone interactions act in accordance with the law.
Majuda’s CallTracker is suited to securely record, store and playback all voice communications, which mitigates the risk of reputation damage, minimizes exposure to disputes as well as legal risks and costs, all the while improving internal policy compliance. The Majuda QualityTracker goes a bit deeper to evaluate employee performance and gain insight into customers’ experiences with your business, which in turn helps a company improve customer service levels and retention, create effective training programs for agents, and develop corporate best practices and procedures for an organization.
Tammy Wolf is a TMCnet copy editor. She also writes articles for TMCnet on a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.
Edited by Juliana Kenny