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While call recording may well be one of the most dangerous tools a business has at its disposal-improper use of call recording could be met with a variety of legal challenges and potential fines-it's also one of the most powerful in terms of providing great customer service and even protecting a business' interests down the line.
Cloud computing has revolutionized virtually every aspect of information and communications technology (ICT) by providing a range of solutions to a wider audience, and giving companies multiple modes of delivery for the services they provide. Whether it is software, infrastructure, platform or security, cloud delivers it more efficiently, at better price points and without having to deal with the headaches of legacy systems. Even though SIP (Session Initiation Protocol) trunking is relatively new, Twilio, a software and cloud-based communications platform, has announced the launch of its Elastic SIP Trunking to give enterprises more flexibility with their communications solutions by using the power of the cloud.
Ecosmob, a fast-growing Indian IT company offering a wide variety of enterprise solutions, has announced the global availability of its new contact center software for enterprises of all sizes. The feature-rich solution is noted for being an intelligent, robust and secure alternative to the many competing services on the market.
Although the advent of the smartphone has brought innumerable exciting new functionalities over its predecessor, the feature phone, one of the things we've lost is a built-in tool to record incoming and outgoing calls. A chief reason for this is the historically murky legality surrounding the issue, such as in the U.S. where it is required that at least one party (or every party involved, in some states) is knowledgeable that the call is being recorded.
The proliferation of mobile device use has many organizations and businesses reassessing their policies on call recording and privacy. Because mobile devices have the ability to record and capture both audio and video, having policies in place is imperative to protect both employees and clients, especially when your organization is a healthcare one. That's why the Department of Veterans Affairs' Veterans Health Administration issued a directive with the means to update its policies in a culture full of mobile devices.
With Black Friday and Cyber Monday right around the corner, retailers must make sure shelves are stocked and customer service teams are ready, but if it were only that simple. Awareness of call recoding and telemarketing lawsuits must also take a place on their priority list as any California company that does business by phone needs to be aware of the Telephone Consumer Protection Act (TCPA) and the California Invasion of Privacy Act (CIPA).
Anyone who's been involved with banking these days-or just anyone who's ever tried to open a bank account in the last 10 years or so-knows full well that there are a lot of new regulations around in the industry. Reporting and call recording, suspicious behavior monitoring, and a host of other requirements are all just part of the package now, and that's putting a burden on financial institutions to keep track of all these various points.
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