RECITE Client-Side Recorder Recognized for Exceptional Innovation
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BOCA RATON, Fla., Sept. 10, 2018 — Numonix, provider of RECITE, the industry’s single most versatile recording solution available for unified communications and Microsoft Skype® for Business, today announced its new RECITE Client-Side Recorder for Skype for Business. Available for on-premises, hybrid and Skype Online in Office365, the RECITE Client-Side Recorder enables organizations to securely control access to their Office365 recorded interactions. Calls are recorded and stored centrally on a server in a location of the organization’s choice. Recordings are digitally watermarked and tamper proofed and are inaccessible by unauthorized users. Sensitive customer information is protected with customizable security in profiles, permission and security measures.
The word “omnichannel” is ubiquitous in the contact center industry today with regard to customer experience. It primarily refers to the ways or modes in which a company communicates with its customers – e.g. voice, video, chat, email, instant message and so on. Many customer focused organizations today put a lot of stock into ensuring an omnichannel experience.
Bringing Clarity to MiFID II/GDPR Call Recording
MiFID II (Markets in Financial Instruments Directive) and GDPR (General Data Protection Regulation) are two
2018 Europe-based regulations that will have an impact on the call recording industry. While MiFID II
mandates all communications that lead to a transaction have to be recorded and stored for up to seven
years, GDPR says that consent must be given to store personal data and that it should only be stored as long
as necessary. With two seemingly competing directives, here is what you need to know to protect your
business.
Mitel has made some significant acquisitions in the recent past to put itself in a position of great strength in the contact center space. These major moves, including the acquisition of Oaisys, followed by Toshiba’s telecommunications business, and most recently, 
purchasing ShoreTel, have greatly expanded Mitel’s capabilities. There are also, however, some downstream technical and cost-related challenges (and potential advantages) this consolidation can have on partners and customers that ought to be considered.
First we had call logging. Then we had call recording. Now we have unified communications recording. Just like the term “call logging” has slowly made its way out of the contact center vernacular, so too will the words “call recording”. Today’s contact centers and business at large use far more than just the telephone to communicate with customers and prospects. We are seeing a huge rise in online chat, such as Skype for Business, for example. In fact, over 50 percent of businesses today use Skype for Business for chat, voice, phone and video; and one in five contact center seats will use Skype for Business by 2020.
Today, 100 percent of Fortune 500 businesses recording customer interactions and over 50 percent of small to medium sized businesses do the same. The process of capturing phone, chat, and video-based communication can provide significant value to a business in many forms, including monitoring agent performance, verifying orders, solving disputes and maintaining compliance (HIPAA, PCI, MIFID II, GDPR…). However, unlike other mission critical applications within an organization, call recording systems almost always rely on human detection of system failure.
What happens when your recording solution stops recording without you knowing it? For some businesses who rely heavily on recorded customer interactions to address the issues above, any down time can have ripple effects down the road. Let’s say for instance your recording system was down for even three minutes. Your IT team may not even notice. BUT, what happens when a costly dispute arises over a particular customer’s order and you aren’t able to access the recording because it occurred during those three minutes? Similarly, what would you do if the government imposes a fine on your business for some compliance infraction, which you can’t disprove with the recorded call because it too occurred during those three minutes?
When other important systems fail, there is usually some workaround to recapture any lost data. Take CRM, for instance. If a salesperson is unable to enter certain customer data because the software is down, he/she can merely store their notes on their PC for later entry. With a business intelligence solution, business analysts can simply wait for it to come back online to garner the intelligence they seek. Or with speech analytics software, supervisors can always go back and listen through every word of every interaction. It would be painful, but it can be done.
What do you do when the recording system fails and that live customer interaction is not captured? There is no going back. There is no workaround. The discussion terminated and cannot ever be recaptured. Think about that for a second. When relied upon for mission-critical value, a call recording system must work. When it doesn’t, the company leaves itself quite vulnerable on various fronts, which can result in heavy fines, lost customers, unavoidable refunds and so on. This is real monetary impact stuff. Something needs to change and every business we speak to isn’t even thinking about this all-important issue.
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