Call Recording MARKET REPORT
“Our view is that by focusing on compliance alone is significantly restricting the market for Call Recording
products and therefore holding back its sales potential considerably.” Alex Grant, Director of 24 Seven Cloud
Dave Hawkins, Head of Channel Sales at KCOM
recent change has been the
introduction of GDPR in 2018.
“Under GDPR, individuals
can now request that personal
information stored about them
is removed. at does not mean,
however, that businesses have
to delete this information on
request. ere may be legitimate
reasons for recording and storing
information that override
GDPR. Call recording may be
necessary for the ful lment of a
contract, for example, or it may
be a legal requirement, or there
may be a public interest element
at play.”
What are the top three
differences between SME and
MidMarket
Solutions?
John McKindland, National
Sales Manager at Nimans, says
the main di erence is cloud vs.
on-premise, where cloud is more
dominant in mid-market.
“ e second part is about
what type of control does the
end user want and where do
they want recordings to be
stored. at could be down
to compliance too. e nal
criteria is price especially as the
complexity of deployment into
the cloud in mid-market tends
to be chunky. Price tends to be
the overriding factor.”
>
of many regulations, and this
needs to scale to meet the 5+
year requirements of legislation
such as MiFID II. On-premise
solutions, and even some cloud
providers, are unable to o er
long-term storage that ensures
organisations are compliant.
Worries of running out of
storage space, data leaving the
European Economic Area, or
a lack of functionality such
as audit logging, can mean
businesses risk huge nes.”
Alex Grant, Director of
24 Seven Cloud, “Whilst
Call Recording will of course
continue to be extremely
useful for businesses that have
compliance requirements, much
has been written about this
already and there is relatively
little new to add. Our view is
that by focusing on compliance
alone is signi cantly restricting
the market for Call Recording
products and therefore
holding back its sales potential
considerably.
We believe that a bigger use
for Call Recording products
moving forward into 2020 and
beyond will be for coaching
and developing colleagues, as
well as enhancing the customer
experience, to enable businesses
more and more to have their
People and their Customer
Experience as major competitive
advantages. Both of these
elements are things that are very
di cult for other businesses
to copy, so can be important
factors in achieving sustained
outperformance of competitors.”
Sarah-Jane Heber-Hall at
ComputerTel says there are
several compliance regulations
with requirements that have an
impact on recording, like GDPR
and PCI DSS, and they require
that certain data is not stored,
and access to information is
controlled and audited.
“GDPR also requires the
management of personal data,
like retention, deletion and
the export of data, on request.
Without any supporting
metadata it is not possible to
locate and manage personal
data in voice recordings, so
adding speci c additional data
to a recording is imperative,
and an area that we now focus
our clients to consider, as
part of their operational and
management processes.
Some market sectors like the
NHS and Local and Central
Government have their own
sector speci c requirements
too that also impacts on
the implementation of call
recording.”
Venetia Price, Marketing
at Abzorb says all regulated
industries have guidance
regarding call recording
retention requirements and
storage. “Call recording also
needs to be able to allow for
the twin challenges of GDPR
and clients rights to access
any materials held about their
interactions.”
Trevor Davis, Head of
Products, Enghouse Interactive
believes the most signi cant
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