MARKET REPORT
“The driver for speech analytics is the management of a team of agents dealing with large volumes of customer
interactions, where automated analysis of transcribed calls is valuable to improve overall customer experience.”
SimonWhatley, Director, Sales Operations at Tollring
we’ve noticed a more cautious
approach towards call recording.
As a result, we have introduced a
range of keep and delete software
applications. ese enable
suitably trained sta to operate
within the framework of their
organisations current GDPR
Policies.”
Chris Berry at Liquid Voice
says, “GDPR continues to be a
major source of confusion in the
marketplace and we have heard
of instances where organisation
were so concerned about the
implications of this regulatory
environment that they have
switched o their call recording
systems and await reassurance
that it is safe to record and the
required controls are in place.
is may be a little extreme, but
it illustrates that the introduction
of GDPR was not accompanied
by greater clarity.”
What are the top three
differences between SME and
Mid-Market Solutions?
“Mid-market deployments
tend to apply across multiple
departments and address a range
of business needs,” says Ian
Bevington at Oak.
“Typically, this will necessitate
more discovery and project
management to ensure all needs
are accommodated. is is a
market where users are more
likely to demand centralised call
recording solutions operating
across multiple sites and high
availability systems, typically
provided by resilient or redundant
con gurations.
A call recording failure may
not be immediately apparent, so
we have recently introduced a
clever health monitoring system
that noti es the helpdesk when
an issue is identi ed.”
Simon Whatley at Tollring
says Mid-market businesses
are more likely to have larger
customer-facing teams or contact
centre environments where
customer interactions need to be
monitored and measured in line
with business SLAs.
“In our opinion, the call
recording features which are
most prevalent in mid-market
SimonWhatley, Director, Sales Operations at Tollring
A ‘VOICE FIRST’ STRATEGY?
New research from Red Box, the call recording platform company,
suggests that C level enterprise respondents to their survey are
recognising the value that lies within their call recording data but are
unable to realise that value with analytics.
• 76% of those surveyed believe that a ‘Voice First’ strategy will be
in place within less than fi ve years showing a clear shift towards
recognising the value of the spoken word.
• 95% regard voice data as ‘valuable’ or ‘very valuable’ to their
organisation.
• However, just 49% of organisation-wide conversations are being
captured, suggesting limitations with current call recording solutions
and set up.
• Furthermore, 51% of the data being captured is locked away and
inaccessible for AI and analytics.
organisations are:
PCI DSS automated stop/
start of call recordings: is is an
important feature for a team of
agents that need to take payments
over the phone. Although a
feature that is available to SMEs
and mid-market companies,
mid-market organisations
would be more likely to opt for
more formal and automated
stop/start functionality. PCI
DSS compliance for card
payments tends to involve more
sophisticated solutions that allow
customers to enter credit card
details using their keypad and
hence call recording solutions
must be able to cater for DTMF
suppression.
Supervisor call recording
control via permission-based
access. In order to monitor calls,
call recordings are reviewed by
supervisors, whether for training
purposes or customer service
improvement/review. e bigger
the team the more important
performance monitoring is.
Speech intelligence: Speech
analytics, sentiment analysis
and keyword ‘spot and search’
functionality is becoming
available to the mid-market
and this functionality is still
unlikely to be adopted by small
companies. e driver for speech
analytics is the management of a
team of agents dealing with large
volumes of customer interactions,
where automated analysis of
transcribed calls is valuable
to improve overall customer
experience.”
“Our perspective is based
on our work with the mobile
communications side of call
recording compliance,” says
Gavin Sweet at Simetric.
“Larger companies are
likely to have made extensive
investment already in recording
systems for compliance, training
purposes, or communications
quality control. Because many
of the earlier deployments
of these systems have been
premises-based, it’s likely that
larger enterprises will have their
compliance systems on their
corporate premises.
Because of their lesser prior
investment infrastructure, smaller
companies are sometimes faster to
adopt ‘mobile rst’ strategies, in
which they make mobile devices
the primary communications
tools of employees. is means
the compliance and recording
tools they use must have mobile >
32 | Comms Business Magazine | February 2019 www.commsbusiness.co.uk
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