The Imperative of Recording Mobile Communications


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The Imperative of Recording Mobile Communications





August 01, 2017

By Ralf Roesel, Director Product Management, ASC Technologies AG

The prevalence of mobile communications is colliding head-on with the upcoming implementation of MiFID II for all financial advice and business conducted in the European market as of January 2018. The law requires the preservation of all interactions leading to a transaction for at least five years, and financial institutions must include all channels in a seamless manner including analog and digital voice, email, chat and video.

But the growing volume of communications over mobile devices represents a burgeoning channel for financial institutions and presents a unique set of difficulties in ensuring compliance with the mandate, partly because many of them do not offer the same feature-rich set of capabilities available over more permanent infrastructures.  

Mobile Phone Recording Options

The recording of mobile phone communications can be achieved in three major ways:

  • App-based solutions;
  • A One Number service provided by  traditional PBXs; and
  • Recording directly at the provider site  as a Cloud-based solution

The first two options come with distinct disadvantages such as the need for additional software (apps) and the ability to bypass the recording, posing a problem for the integrity of subsequent investigations. Thus, the most secure system is a provider-based recording solution available via the Cloud.

Mobile Recording via the Cloud

Cloud recording of mobile communications avoids obsolescence by ensuring the user will always benefit from the latest capabilities through an ongoing technological refresh.

The benefits of the Cloud for mobile recording encompass a multi-faceted approach: as mobile devices themselves are constantly evolving, the software used for recording mobile communications must adapt to keep pace and remain compatible. Moreover, the software itself is becoming more sophisticated in the features it offers.

Cloud Mobile Recording Features

While some vendors may offer flashy capabilities for mobile communications recording over the Cloud, some fundamental capabilities must be included. For larger organizations with more than one location, multi-tenancy helps to provide tiered access and strict separation of data. Sophisticated encryption must protect and ensure secure recording, and archiving over various storage media must enable easy access and encompass seamless retrieval regardless of the channels involved.

Moreover, individual control of the recording system will help to ensure privacy and proper reaction to “threat calls.” The ability of users to toggle the recording from on to off, or vice versa, can preserve the full interaction at any time during the conversation as the intentions of the caller become clear.

Finally, communicating over mobile devices may come with certain limitations. The agent must be able to tag the recording with comprehensive call-index data at a later date if necessary.

The Deadline of MiFID II

The incorporation of mobile communications recording may seem like an enhancement to existing capabilities, or a problem to be tackled at some point in the future, but the hard deadline of January 2018 in MiFID II leaves little room for error, especially for international organizations hoping to avoid heavy fines.

The regulation is unambiguous: ALL interactions leading to a transaction must be preserved for five years. The implications of failure to comply are an unacceptable risk for established financial institutions.

Conclusion

The full implementation of MiFID II mandates an omni-channel approach to communications recording by financial institutions and must encompass mobile devices. The benefits of using the Cloud for this evolving technology includes improvement of the software and upgrades to mobile devices alike. Finding established vendors with a focus on research and development will ensure the best evolving solution to this essential need for communications recording.

About the Author

Ralf Roesel joined ASC as a Product Manager in February 2007. Since then, he has designed, developed and promoted ASC’s quality management solutions through both technical and marketing innovations. Mr. Roesel has designed new products, created special integrations, engaged in strategic planning, analyzed market demands and evaluated customer requirements.




 

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