Call Recording Week in Review

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Call Recording Week in Review

May 17, 2014

Another week has passed for the call recording industry, and for another week is there is plenty of news to go around. Customer service and protection from fraud and spyware took center stage in the call recording market, so let’s take a moment to look back at the week’s top stories.

Callstream kicked off the week with the announcement that the Callstream Vault platform, a cloud-based PCI Level 1 certified solution for contact center environments, has been deployed by Coversure to ensure that its franchises comply with PCI-DSS regulations and the specifications listed in the FCA Handbook. With Callstream Vault, Coversure’s 100 regional offices will be able to better meet compliance with even the highest PCI-DSS requirements over data security when taking credit card payments, without jeopardizing FCA compliance.

“Simultaneous PCI and FCA compliance is technically and logistically difficult, as the two sets of guidelines seemingly conflict,” explained Nigel Taylor, group director at Coversure Insurance Services. “However, Callstream’s understanding of the regulations, and their extensive experience of working with insurance businesses, provides an excellent solution allowing us to rapidly achieve compliance with both sets of requirements.”

While compliance is an ongoing concern for businesses and their contact centers, anyone using VoIP call recording technology should probably also be concerned about spyware that can hack into private recordings, and even live phone calls. This is one reason why Ziklag Systems, a developer of next-generation security products to support enterprise applications, launched its Office Anti-Spy solution this week. The anti-spying app, which was developed for smartphones and geared toward corporations and executives, aims to make it impossible for spies or hackers to listen to or record private conversations or meetings taking place on a professional’s smartphone.

Taking precautionary measures against spyware is important for the protection of any company’s classified or sensitive information, but perhaps companies are spending too much time thinking about these initiatives, and are forgetting the customer. At, this seems to be the case in India. It appears that consumers in India aren’t very happy with the quality of customer service they receive, according to a recent customer experience management study conducted by Avaya. The study, which surveyed 1,268 businesses and 8,500 consumers across 13 countries, found that customers in India have high expectations of the quality of customer service they should be receiving, and those expectations are not being met.

One telling statistic is that 80 percent of Indian customers surveyed expected that their individual preferences would be taken into account in a company's communications with them, but only 49 percent of businesses provided such service. That is significant, because 93 percent of Indian respondents also said that the way a company treated them before they had actually spent any money had an impact on how they felt about that company in the future.

Call recording can help these businesses immensely in improving their customer service, by allowing them to better train their agents (by both the power of monitoring and by example), and ensure compliance standards are actually being met. Call recording data also can give companies a vast amount of insight into customer expectations and needs on the whole, so the services can be tailored and improved over time.

All in all, call recording continues to offer businesses and clients solutions in many—sometimes unexpected—facets of the contact center, which means plenty of news in the sector. Be sure to check back here regularly for all the latest in call recording. 

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