Telephone Recording is a hot topic for business and government agencies of all sizes. There are many benefits in adopting this technology.
The top 7 reasons to adopt a Telephone Recording solution are as follows:
- Unified Communications: Cisco® and Microsoft® are pioneering this field by making it easier to connect with people regardless of communications type. You can receive a phone call as well as a text message anywhere in the world from your office phone. “Presence anywhere” is a concept that allows for the consolidation of phone numbers and "location independence" for communication. Organizations that harness this power by capturing it with a 360° full cycle solution will be able to increase revenue, decrease expenses and reduce risk.
- 100% Liability Recording/Order Verification: Organizations have a fiduciary responsibility to their employees and constituents for security. Capturing all communications (voice, email, chat) allows for the elimination of He/Said, She/Said scenarios. Telephone recording and full communications capture are required for verification of orders. This can save organizations millions of dollars in return credits and mistakes. Regardless if you are a broker/dealer, manufacturer of window treatments or taking orders for freight delivery, this method of order verification will reduce expenses and mitigate risk.
- Compliance: Compliance with PCI (Payment Credit Industry) Requirements, HIPPA, Sarbanes-Oxley (SOX), NASD/SEC rules, Gramm-Leach-Bliley and FOIA (Freedom of Information Act) are forcing organizations to archive and retain voice recordings and other communication records like chat and email.
- Voice Recording Business Value: Users want access to voice recordings as well as other communications because they contain business value. That value may not be needed for 1 year, but when it is needed, users must have it. If organizations do not capture it the business value is wasted. Information is power and provides organizations a competitive advantage.
- Voice Search Productivity: The old paradigm was to record calls and allow a few people access. Knowledge is only as good as the people using it. Limit the people’s access and limit the power of the knowledge assets. Enterprise Search Capabilities with unlimited access are required for next generation voice recording.
- Knowledge Management: 360° communications capture (Voice, Email, Chat) produces one of the biggest repositories of intellectual property and business information for organizations. An effective full cycle recording solution can harness these information assets, allowing for reporting, mining and analytics.
- Quality Management: An effective voice recording platform must have a Quality Assessment module so department heads can score their team members’ communications. This critical add-on is required for team building, improving customer service and to satisfy internal communication needs.
In summary, a full cycle next generation telephone recording solution with the options of full communications capture (Email, Chat, Web and Voice) is necessary for business and government organizations.
