The importance of integrated call recording during further lockdown

With workforces more dispersed than ever before and the number of communication devices and collaboration applications multiplying, businesses are demanding comms solutions that answer their needs for superior integrated call recording and reporting features.

Remote workers can often feel separated from their colleagues and their visibility of business operations can feel restricted. In departments that have a lot of direct contact with customers, this can cause customer interactions to feel disjointed.

Inclarity has been working with call recording technology partner Dubber for over 3 years. The Dubber service integrates fully into the Inclarity cloud communications service. It even works alongside Inclarity’s Call2Teams service, which integrates with MS Teams, allowing 100% of their customer conversations to be recorded and monitored.

Inclarity’s call recording ticks all the compliance boxes including GDPR, MiFID compliant, with call being kept for up to 7 years, and the service can be suppressed on demand to support PCI DSS rules. For calls that need to be kept longer, the service has an open API that any customer can use to securely access and export data directly to their own storage and analytics systems.

Also, for training and monitoring purposes, users can be given read-only access to recordings without being recorded themselves whist others can be set up to hear the recordings for their team, without being able to delete or download them.

For those businesses where incoming call statistics and reporting are important, our call recording service integrates with Akixi call reporting and playback can be configured for replay via the Inclarity/Akixi portal.

As we return to lockdown most organisations will have homeworkers or employees outside their normal place of work, the Mobile App allows users to experience the full suite of call recording tools wherever they are. The latest version of the Mobile App offers calls & meeting recording and playback, meaning users can play back their calls and meetings: anytime, anywhere, from any phone.

Post a Comment