As mobile communications become more prevalent and the ubiquitous iPhone (News - Alert) is integrated into everyday life around the globe, mobile network operators are faced with a conundrum. Businesses, and especially global financial institutions, must comply with a patchwork of national and regional regulations encompassing mobile communications while still offering competitive services to their customers and other interested parties.
In short, they must find a way to offer the same compliance, security and quality monitoring provided to customers using landlines.
Mobile Recording Solutions and Compliance
Compliance represents the primary challenge to business organizations as without it, they cannot operate. Omni-channel recording solutions must encompass mobile devices as they record channels such as voice, email, chat and video. However, two quick fixes, app-based solutions and SIM-based solutions, carry some major drawbacks.
First of all, they facilitate a skirting of the law’s intent. In most cases, apps can be easily closed or bypassed; thus, evidentiary recording can be avoided by the user at any time. In a similar way, SIM-based solutions can be evaded by the company, especially if they fail to insert a SIM card into all relevant devices. New or departing employees present ongoing problems.
Thus, the best solution must be provided by the mobile network operator without any add-ons for the end-user.
Mobile Recording Solutions and Security
In addition to compliance by financial institutions with regulations such as Dodd-Frank and MiFID II, the frequency of data breaches around the globe has made privacy and the protection of confidential data a primary concern. The most sophisticated security method empowers each individual tenant with their own encryption key. Moreover, the connections among all application components must be secure both via the frontends and through a tiered user-rights management system to ensure only authorized personnel receive access.
Other features such as recording control help meet agent concerns regarding privacy and safety. The ability to toggle the recording system off lets agents avoid the recording of personal calls. And the ability to record a call from the beginning at any time during the conversation enables investigations and response to threatening phone calls. These features, though available for landlines, are still lacking in certain mobile recording solutions.
Mobile Recording Solutions and Quality Monitoring
In addition to compliance recording and the very real concerns about security and privacy, mobile recording solutions must encompass a number of other purposes widely available for landlines. Speech analytics, including keyword and phrase spotting, emotion detection and speech-to-text translation, assists high-volume contact centers and front-offices of financial institutions with an otherwise unmanageable number of interactions. It can spot trends, detect fraud and identify agent weaknesses for dedicated training.
Perhaps, most critically, the scalability and availability of mobile recordings can be facilitated by implementation of the Cloud. A Cloud mobile recording solution lets service providers broaden their portfolio and create a hierarchy of resellers and tenants within the system. It lets users easily add new resources for data handling, recording and storage. Hybrid systems allow the integration of existing recording solutions to a Cloud environment, and white labelling also provides close integration of the mobile recording solution to create a seamless experience for customers.
The integration of a mobile recording solution, essential for financial institutions, also carries a series of benefits in terms of scalability, security and quality monitoring. In tandem with deployment of the Cloud, it brings communications recording systems into the 21st century.
About the Author: Thore Babin-Ebell, VP Sales Americas & APAC at ASC (News - Alert) Technologies AG, enables the company’s overall international growth. With more than 20 years of experience in global sales and corporate development, he ensures a unique customer experience with ASC’s sophisticated and market-leading solutions for communications recording and analytics.
ASC Technologies AG is a leading global provider of innovative solutions to record, analyze and evaluate multimedia-based communications. ASC’s solutions reveal vital information, enabling companies and organizations to considerably improve their value creation: contact centers enhance customer service, efficiently deploy staff and increase productivity. For more information, visit www.asc.de; call +49 6021 5001 0; email [email protected]; or write ASC Technologies AG, Seibelstrasse 2-4, 63768 Hösbach, Germany.
Edited by Mandi Nowitz