Call recording: How to tame the complexity of multiple platforms

Simplicity? Check.

Efficiency? Check.

But what about agility?

In today’s multi-platform, multi-cloud, multi-device world, technological solutions must be in place all the bases covered. They must work in all environments, they must integrate into all applications, anywhere and at any time.

Nowhere are these requirements more important than in compliant call recording and business intelligence, where many interactions need to be captured and analyzed, regardless of how they occurred.

When it comes to cross-platform call recording, compliance and data management are particularly challenging given the fragmentation between communication platforms such as Microsoft Teams, Zoom and traditional phone systems. This complexity is reflected in the growth of the call recording market – estimates are that it will reach 15.2 by 2030 billion US dollars – driven by the need for comprehensive and integrated communications analytics that support compliance and real-time customer insights. According to Dataintelo, the global call recording software market is expected to grow at a CAGR of 10.5% from 2022 to 2030 as companies continue to operate in a flexible, hybrid work model. Cloud-based solutions are leading the way due to their scalability and cost-effectiveness. These solutions are preferred by companies that want to integrate call analytics and storage across regions. On-premises systems still have a role to play, especially in industries that require increased security and control.

Enterprises are no longer limited to a single UC platform. Whether it’s Microsoft Teams, Zoom, or a dedicated contact center solution, call recording functionality needs to integrate seamlessly across them. These organizations (and their technology service providers) therefore need to work with a specialist provider whose offering can do just that.

“The modern business landscape is a tapestry of communication channels – phone calls, video conferencing, chat platforms and more. While this diversity promotes collaboration, it also creates a data fragmentation challenge,” he says Craig du Plessis, vice president of analytics at compliant call recording and analytics solutions provider CallCabinetwhose platform-independent solution provides holistic insights into conversational interactions across all touchpoints.

“Whether the focus is on compliance, quality assurance or business intelligence, CallCabinet adapts to the multiplatform reality and promotes informed decision-making, regardless of how many communication platforms companies use.” By bringing all channels together in a single window unlocking the full potential of an organization’s conversations and, just as importantly, standardizing the user experience.”

Ever-evolving privacy regulations like GDPR, CCPA and HIPAA mean that maintaining compliance can be challenging when conversations take place across multiple platforms – as each can have its own recording, storage and retrieval rules. CallCabinet’s solution eliminates this complexity by allowing recordings to be accessed and analyzed through a single interface, regardless of the platform from which they are collected.

Users can simultaneously analyze interactions from their contact center, internal meetings, and customer calls. Using advanced algorithms, CallCabinet can identify key trends, sentiments and patterns to provide a complete 360-degree view of customer and employee behavior and preferences. Importantly, it also enables performance benchmarking across departments and channels: comparing employee performance and interactions, identifying best practices, and driving continuous improvement. Without a fully unified analytical approach, valuable insights can be lost.

“Data is only as valuable as the insights it provides,” says du Plessis. “In a multi-platform world, companies need a way to aggregate and analyze data from all their communication channels to make informed decisions. This is where CallCabinet’s custom business intelligence (BI) reporting capabilities come into play. By using AI to score and evaluate internal and external interactions across all platforms, CallCabinet enables your teams to focus on what matters most – identifying areas for improvement and ensuring every interaction meets your company’s standards. Having a solution that unifies all reporting is not just a luxury, but a necessity.”

As companies evolve and communication channels continue to expand, this multiplatform capability will of course become more and more important. In the case of the CallCabinet solution, it adapts to its users. It is highly scalable and is aimed at both start-ups looking for a comprehensive foundation and established companies managing complex communication environments.

“We make it easy for companies of all types and sizes to aggregate call data across their entire organization,” says du Plessis. “Fragmented communications data hinders the ability to achieve compliance, optimize performance and gain true understanding of customers and internal teams.

“Instead, we help break down silos, unlock legacy data, and empower users to make informed decisions for the future.”

To learn more about how CallCabinet can help you and your customers’ businesses address the compliance complexities of multi-platform communications systems, visit the website.