How ‘Now’ Customers Are Changing Regulatory Recording

Digital media has created “now” customers—most of your base—who contact the contact centers via an average of 5.8 different channels, according to the NICE 2013 customer survey. To any contact center Compliance Officer, the ubiquity of “now” customers—and the sheer volume of interactions they generate—could be daunting. Regulations now require that all interactions are recorded, accessible and stored in a digestible form—preferably all on the same recording platform—so they can be easily retrieved in response to queries and regulatory breaches. When you consider the constant flow of interactions across all channels and every customer, your regulatory recording needs have become profound. Maybe it’s time to upgrade?

When choosing a recording system for regulatory purposes, there are three main things to consider:

  • Business continuity: Recording is mission-critical. Every component should be fully redundant. If you have a multi-data center architecture, recording should be aligned with the PBX’s geo-redundancy structure to ensure minimal loss should disaster occur.
  • End-to-end encryption: Media encryption should begin the moment an interaction is captured and continue through storage, archival and even playback, ensuring your sensitive data is always secure.
  • Flexible retention management: Regulations for retention are getting more complex, stipulating, for example, that different types of data be stored for different periods of time. Your recording system must be flexible enough to support retention—and deletion—rules across data types and changing regulatory environments.

But that’s not all. Beyond the regulatory concerns, there are other considerations for your company’s recording capabilities, as they relate to doing business with “now” customers.

In my next post, read more about how recording is at the center of your ability to serve today’s customers in real time, as they expect; or join this webinar to learn more about the NICE Engage Platform.

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