MARKET REPORT
“With a flexible cloud solution, organisations can react dynamically to regulatory changes, from GDPR
to more industry-specific regulations.” Edward Winfield, Sales Director, Content Guru
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that is required.”
With cloud-based models
gaining all the traction these
days, why should resellers
continue to provide premisesbased
call recording solutions to
their clients?
According to Content Guru’s
Edward Win eld, in a post-GDPR
world, many companies have
shown a reluctance to move call
recording solutions to the cloud,
raising cyber security concerns.
“However, cloud-based
models have gained traction over
the past few years and o er more
options for GDPR-compliant
call recording. With a exible
cloud solution, organisations can
react dynamically to regulatory
changes, from GDPR to more
industry-speci c regulations.
is exibility extends to
homeworking, enabling agents to
record their interactions remotely
and securely via the cloud.”
Simetric’s Gavin Sweet says
that whether recording is in the
cloud or on premises it often
boils down to an IT department’s
preferences around security and
control over archived content.
“For example, an enterprise
might have the security policy
that all archived communications
must reside in storage within
the perimeter of the corporate
rewalls. So, in that instance,
a premises-based recording
solution may be an attractive
option. Our advice for resellers
is to maintain the exibility to
support multiple models and
con gurations, since enterprises
have varied requirements
depending on their industry,
business model, workforce
distribution and so on.”
ED SAYS…
It’s a great time for call recording sales – especially if you know what you’re talking
about when it comes to GDPR. Businesses are still confused (to the point of halting
their recording systems) and craving for some knowledgeable input and assistance
from their trusted reseller partners.
communications in scope. Also, if
the company has already adopted
UC-as-a-Service, or cloud-based
communications, they may also
be open to cloud-based recording
and communications archiving
solutions.
In both cases, the trend is
increasing toward becoming
mobile rst companies. But
the larger companies often will
need compliance approaches
that support hybrid mobile and
landline environments, while
smaller companies that have
already made the transition to
mobile are less likely to worry
about supporting a hybrid
infrastructure.”
For John McKindland at
Nimans the biggest di erences
are not between SME and Mid-
Market but between individual
vertical sectors.
“ e basic functionality of call
recording remains the same but
in certain vertical sectors such
as nance you have to keep call
recordings for seven years so this
then has an impact on the type
of solutions required especially
around back-up. When dealing
with the stock market there needs
to be extension side recording
as well. So, it’s not so much the
size of the market but the type of
arena a reseller is operating in.”
Let’s not beat around the
bush; Chris Berry at Liquid Voice
says the traditional segmented
approach taken by manufacturers
developing systems is dead!
“It is no longer the case that
just because an organisation is
small then they don’t need access
to advanced functionality such
as speech analytics, particularly
for the way that it helps search
for data to meet regulatory
requirements. Conversely, just
because an organisation is large, it
does not automatically mean they
need full enterprise functionality
when just a simple system is all
34 | Comms Business Magazine | February 2019 www.commsbusiness.co.uk
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