This past week in enterprise call recording was fairly heavy on legal news in the U.S. concerning Dodd-Frank, California's Invasion of Privacy Act (CIPA) and wiretapping laws in Massachusetts.
But first, TMCnet contributer Mae Kowlake discussed how the call recording revolution has nearly begun as the practice is no longer in marginal use. On the contrary, recording calls is as easy as pressing a button these days — for example, pressing "4" during a Google (News - Alert) Voice call enables call recording, while a number of plugins exist to record Skype calls.
Still, though, a larger part of the revolution is the analysis of recorded calls. Calltrunk, for example, is a consumer technology that can record calls and tell you how often certain words were said during a conversation. Meanwhile, CallCopy's (News - Alert) call recording solution offers priority-based archiving, synchronized screen capture and much more.
Next, with the Dodd-Frank Wall Street Reform and Consumer Protection Act, which requires financial organizations involved in swap activities to record calls, coming into effect, many businesses are looking to comply before the March 2013 deadline. Information must be available in an easily searchable form.
Fortunately, there is software available that should make compliance easier. Nexidia's (News - Alert) Information Analytics, for example, offers call recording and analysis, and allows users to search calls based on various search criteria.
In California, a recent ruling from the state's 9th Circuit Court of Appeals stated that the content of a call is the primary factor in deciding whether a call should be considered private, despite the fact that sections 632 and 637.2 of CIPA state that recording an monitoring calls without the consent of the other party could cost $5,000. As such, only companies that ask for sensitive information before informing that the call could be monitored would risk incurring a CIPA penalty.
Recording agents should give a customer notice of call recording at the beginning of a phone call whether it's an inbound or outbound call. It's also recommended that companies write provisions into customer contracts regarding call recording practices.
Lastly, Attorney General Martha Coakley joined other elected officials in Massachusetts to make changes to wiretapping laws in the state. Considering wiretapping laws there haven't been updated since 1968, Coakley's claim that they are "stuck in time" seems to fit.
Due to the technological advances made since that time, Coakley and a handful of other representatives filed legislation to bring the laws in line with modern standards. The major change here is the definition of "wire communications," which will now include consideration of technology such as cell phones. The changes are also expected to remove the requirement that only organized crime offenses can motivate a request for wiretapping.
That wraps up this week in review. Be sure to check the main Enterprise Call Recording Channel for more news in this sector!