This month’s Roundup features companies and products that address compliance related to the contact center.
As a leading provider of cloud contact center solutions, 3CLogic understands the criticality of maintaining compliance with the latest industry standards, and has developed a number of features designed to help users address common challenges. Using 3CLogic’s TCPA dialer-mode, users are prevented from making outbound calls to TCPA restricted leads, mitigating the risk of a potential breach. To help ensure agents provide all necessary information as mandated by TCPA, supervisors can create customized scripts for agents using 3CLogic’s dynamic scripting engine. Supervisors can also set specific hours of operation for outbound dialing to restrict agents from contacting individuals outside of the permitted time frame. 3CLogic has also completed the requirements for compliance with PCI-DSS. To ensure sensitive payment information is not stored, 3CLogic offers automatic or manual termination of call recordings, call encryption, and white noise enablement. Customers can also automatically be transferred to an IVR for payment card input, removing the need for agents to hear, collect, or record sensitive information. Users can store call recordings locally or behind a secure firewall to ensure sensitive payment information is protected. 3CLogic also meets all requirements for the HIPAA Business Associates agreement, allowing companies in the medical industry to remain compliant.
Agent Initiated Contact makes it easier for companies to comply with TCPA regulations for outbound contact to wireless devices, which ensures compliant outreach, improves productivity, and streamlines operations – all while lowering total cost of ownership. Agent Initiated Contact enables consent-based routing for wireless contacts, eliminates the need for companies to choose between over complying with reduced profitability or under complying while risking significant legal and financial exposure. It also helps regain lost efficiencies and through enhanced compliance reporting can provide real-time visibility to the system performance characteristics related to the OFCOM settings offered by Aspect (News - Alert) Unified IP.
Calabrio ONE is a full-service contact center management solution that allows contact centers to capture more comprehensive insights through complete call recording functionality. Traditionally, contact centers could record only a small percentage of incoming calls, so important decisions have often been made based on incomplete information. With Calabrio (News - Alert) ONE, contact centers now have access to unique technology that combines the capabilities of 100 percent recording with advanced analytics, so they can extract key insights based on cumulative data across all communication channels. With the ability to listen to all conversations and pinpoint relevant keywords, contact centers can now find specific calls quickly and easily to measure and adjust agent scripts and subsequent actions. User-friendly interfaces overlay complex technology, allowing managers to access this information in dashboard form, eliminating the need for data scientists and improving turnaround time for data insights. Calabio ONE allows contact centers to listen to the voice of the customer and become increasingly nimble to adjust to customer needs based on all conversations. Not only will customers benefit from these 100 percent call recording capabilities, this will allow contact centers to hedge against litigation risk, increase compliance capabilities and adhere to regulations.
CSI's Virtual Observer is a full workforce optimization suite, which had its start as a call recording platform. The call recording function was then complimented by a roster of quality monitoring tools, making Virtual Observer a perfect fit for value-seeking contact centers. Today, Virtual Observer offers call recording support for the entire Avaya array of platforms, Cisco, Nortel (News - Alert), Shoretel, NEC, Sip, as well as hundreds of smaller PBX models. Virtual Observer supports a number of these environments with active recording, where via API integrations it is able to configure a software-only recording method. Virtual Observer has also integrated with many cloud offerings, including Five9, 3CLogic, Contivio, and Skype (News - Alert) for Business via Clarity Connect. Call recording is a fundamental need for the contact center, and so much more is made possible as the recordings become available to the workforce optimization suites that include it. Of course, with the emergence and benefit of omnichannel customer service capabilities, the audio call is only one member of a full team of ways to communicate with a customer. Social media, web chat, email, and SMS are all represented in the Virtual Observer event log, along with the recorded call.
As consumers become more accustomed to self-service and less-frequent personal interactions with the companies they trust with their business, the stakes are higher for contact centers to maintain the face of the company. Five9 has a call center solution designed to reinforce and maintain regulatory compliance through call center recording, a feature that monitors interactions between agents and customers. The Five9 Virtual Call Center Suite provides call center recording capabilities that allow companies to record some or all of the calls between agents and callers, or even calls they complete in the IVR. All recordings are available via the Five9 Reporting application, enabling strong filtering capabilities to quickly and easily identify the recordings that require review. By sending the recorded calls to any FTP location, they can be stored indefinitely for compliance or agent training purposes using Five9’s call center recording software. By utilizing Five9’s call center recording capabilities and adopting regular reviews of voice recordings, call centers can better deliver on their business objectives. Ensuring a consistent and quality customer experience will also make agents more effective and productive in sales and service, and improve customer loyalty.
PureCloud Engage, a microservice-based customer engagement cloud solution that runs on Amazon Web Services, makes full use of the AWS security and compliance portfolio. AWS provides the following letters of compliance and/or certifications: ISM, ASD, ISO 9001:2008, ISO 27001:2013, ISO 27018:2014, ISO 27017:2015, Multi-Tier Cloud Security Standard Level-3 (CSP) Certification. Additionally, PureCloud Engage uses HTTPS/TLS with AES-256 encryption to secure connections between it and browsers, mobile apps, and other components. PureCloud makes heavy use of S3 Server Side Encryption, Encryption In Transit within AWS, as well as EBS Volume Encryption and LUKS Instance Store Encryption. All approved transmissions or exchanges of customer data between PureCloud Engage and third parties is conducted using secure methods (e.g., TLS, HTTPS, SFTP). All PureCloud Engage recordings are encrypted using industry-standard methods. Additional security and operational controls are based on industry-standard practices and are certified to meet HIPAA, ISO 27001, ISO 9001, and SSAE16/ ISAE3402 Service Organization Control (SOC) guidelines. Customer Interaction Center, an all-in-one customer engagement software suite, offers ISO 27001:2013, JITC and ISO 9001 certifications. Both PureCloud Engage and CIC offer built-in features such as recording encryption and quality monitoring, real-time supervision and speech analytics, etc. to enhance compliance.
IntraNext iGuard is a Payment Card Industry security enhancement application that enables contact centers to reliably handle sensitive customer information in a secure manner. iGuard's core functionality provides privacy control to securely protect and mask customer-entered cardholder data or personal identifiable information such as date of birth or social security number with the option to selectively suspend and resume call recording during sensitive data exchanges. The iGuard security application suite allows consumers to remain on the phone with the contact center representative and use their telephone keypads (DTMF) to enter their credit card information directly into the payment system, as opposed to verbally sharing with the contact center agent. This ensures the secure collection of credit card account data and bank routing (electronic funds transfer) information while only revealing the digits to the customer and the billing system. Customers select iGuard to exceed PCI standards, reduce the risk of fraud, maintain customer confidence, improve first call resolution, and eliminate the need to pause and resume the call recording system.
IR’s Prognosis Call Recording Assurance delivers complete visibility, including utilization and alerting, of your entire call recording ecosystem including the call recording applications, integration of the PBX, and archival environment. Prognosis can verify every call that should have been recorded has been, that it has content, and that content is audible. You can have confidence that your call recordings are of the highest fidelity every time and that your organization is meeting regulatory compliance. Supported contact center vendors include Avaya, Cisco, and Genesys, with call recording solutions from NICE and Verint. Information about your entire call recording infrastructure is delivered right to your fingertips through an intuitive Prognosis dashboard. It seamlessly integrates critical application-specific metrics and site-specific alerts with information about the overall health of your ecosystem. Prognosis gives you full access to thousands of diagnostics. This means that you can drill deep within your infrastructure and find the root cause of a problem, resolving it rapidly in real time and within minutes of the event occurring.
RECITE is an award-winning interaction recording suite that helps boost business success and ensure compliance. RECITE delivers unique insights into employee-customer interactions by capturing a complete audit trail of interactions and content from multiple media modalities, including voice, video, screen, and chat/IM. RECITE is a pioneer in interaction recording solutions compatible with Skype for Business and is the first compliant hybrid cloud-based certified interaction recording solution for Skype for Business in Microsoft (News - Alert) Office 365. RECITE includes an all-in-one interaction recording and Quality Management suite as well as provides compliance with regulations, including PCI-DSS, HIPAA, BASLII and more. RECITE is customizable to meet the unique needs of vertical market industries, including automotive, collection agencies, contact centers, financial institutions, health care, law firms, and utility and energy companies. It helps meet regulatory compliance with compliance recording for collections and helps reduce risks associated with regulatory compliance and information security. RECITE also encrypts recordings of customer interactions to meet security standards and masks sensitive information to comply with PCI and other regulations. It is scalable from five to thousands of users and supports most communications platforms on the market today.
OrecX believes every company and individual in the world should have access to call recording functionality. For this and other reasons, OrecX has developed the world's first open-source based call recording software that can be installed in 30 minutes and requires only minimal maintenance compared to other recording systems. Due to its open nature and open APIs, Oreka TR (Total Recording) can interoperate cleanly and easily with almost any third-party application. The software is generally available as a free open source version and as a more fully featured commercial version. OrecX also offers free full 30-day trials on its software, which also includes Oreka QM (Quality Monitoring), Oreka SC (Screen Capture), and Oreka MR (Mobile Recording). Currently OrecX is being used in 184 countries across the globe by contact centers, enterprises, communication service providers, and small businesses.
Pega’s Know Your Customer application, which is fully unified with Pega’s Client Lifecycle Management application for financial services, streamlines compliance during onboarding and maintenance. This unified platform automatically enforces best practices and regulations while dynamically driving the right requirement at the right time regulations, policies, and procedures by geography, line of business, and product. Global institutions can reduce onboarding by 70 percent while also automating the steps required to comply with multiple regulations that affect onboarding and time to revenue, including AML/CTF, US Dodd-Frank, Suitability, MiFID II, EMIR, FATCA, CRS, and FINRA requirements. The application empowers optimized customer onboarding with a 360-degree view of each customer and all underlying parties, ensuring re-use and intelligent processes that guide staff through required activities based on customer, product, geography, regulation, and risk rating. Compliance maintenance doesn’t end after the initial onboarding process, as Pega KYC automates ongoing compliance with end-to-end case management and automatic re-reviews based on changes to customer profiles, expiration, and more. Clients can rapidly adapt to new regulations and risks with Pega’s Build for Change technology empowering business-level modification and extension based on the bank’s unique risks in a matter of days using the regulatory rule maintenance portal.
When the business, legal, or regulatory environment changes, Seal gives you clear vision into your contractual relationships, risks, obligations and opportunities, so you know immediately how those changes affect your organization. Seal tells you where all your contracts are and what they contain, and this intelligence is immediate, accurate and actionable. Seal’s platform is currently engaged with partners to help organizations with compliance on SR 14-1, IFRS 15 and IFRS 16. Other regulations requiring a clear understanding of the data in your contracts include: U.S.-based Dodd-Frank 165 stress test compliance (ISDAs and CSAs) and U.S. living wills reporting for financial services and various rules and regulations in Europe.
SIP Print is a global leader in VoIP SIP-based call recording for the SMB market that integrates with most IP/PBX systems. Its products, Express, SMB & SME, are globally known and support from 15 to 500 users. The company also offers OEM/white label agreements.
Smarsh delivers cloud-based archiving solutions for the information-driven enterprise. The Archiving Platform from Smarsh is a centralized platform that provides a unified compliance and e-discovery workflow across the entire range of digital communications, including email, public and enterprise social media, websites, instant messaging and mobile messaging. Customers can choose from specific platform packages, and then select from the Supervision, Discovery or Personal Archive modules to enhance the features of the platform, based on their specific needs. The company recently added Assisted Review, a program that features outsourced review services for organizations subject to supervision obligations for electronic communications. Assisted Review combines several technology and service components in a comprehensive solution, enabling Smarsh clients to satisfy compliance requirements while reducing the burden and costs associated with the message review process. Assisted Review uses a predictable, fixed-fee subscription pricing model based on the quantity of electronic messages being ingested into The Archiving Platform from Smarsh that will be reviewed through the program.
Tango Networks offers its Mobile Call Recording as a service for voice and text messaging on all mobile phones, including Apple iPhones, in compliance with regulatory requirements specified by Dodd-Frank in the U.S. and MiFID II in Europe. Tango Networks’ differentiated MCR solution benefits both the regulated enterprise and its employee by integrating business and personal numbers to the native dialer on a single phone, with a single SIM card, which means that mobile recording is inherently enforceable and cannot be circumvented. Tango Networks’ software-as-a-service approach also provides the economic benefit of lower up-front costs and manageable operating expenses. Tango Networks flexibly deploys its MCR solution with existing infrastructure from suppliers such as ASC, CTI Group, Cognia, GWAVA, NICE, and Verint, either hosted in the cloud or integrated with on-premises recording platforms used by financial institutions, energy, insurance, or other industry verticals.
TCN Platform 3.0 is a cost-effective, advanced cloud-based contact center suite that eliminates the need for complicated hardware and improves connectivity between agents and customers, increasing efficiency without the need for additional staff. It provides features such as predictive dialer, interactive voice recording, call recording, and business analytics. Its always-on cloud-based delivery model gives end users the ability to quickly and easily scale and adjust to evolving business needs. Platform 3.0 provides real-time business intelligence, analytics, and reporting through intuitive and customizable dashboards. TCN records all inbound, outbound, manual and predictive calls without the need to export a third party, while delivering secure and flexible options allowing contact centers to have access to each recording. Data can be centralized and easily found in one place, ensuring the data will always be available to you. TCN's long-term storage gives the user ease of mind, knowing that they are in control of their data at all times, minimizing the possibility of disorganized filed storage and losing information.
Engage WFO is a compliance call recording and workforce optimization system used to achieve peak contact center performance. Integrated screen capture, analytics, and quality management ensure optimal customer interaction. Desktop analytics automates regulatory compliance and CRM integration. Engage Record enables 100 percent call recording for audit and compliance. Users monitor service quality, resolve issues, support legal defense, and mine fresh intelligence. Recordings may be protected in storage and during transmission with encryption. Recordings are archived on retention schedules to comply with policies and regulations. Engage Capture saves video recordings of agent desktop activity, synchronized with voice recordings. Supervisors review voice/video recordings to improve workflow and increase customer satisfaction. Engage Quality equips supervisors to perform evaluations and coaching, as well as to provide e-learning for service improvement. QA managers perform evaluations, coaching, and pinpoint ways to improve call handling to increase satisfaction and loyalty. Engage Desktop Analytics extracts key data from agent desktop activities and stores it with customer calls for easy retrieval. The tool reduces liability risk by ensuring adherence to government and industry regulations. Users can automatically pause-resume recordings to protect sensitive payment card data in compliance with the PCI Data Security Standard.
Toshiba Telecom’s Clarify Call Recording for Toshiba’s unified communications platforms IPedge and Strata CIX with IPedge App Server helps ensure call quality and compliance in any type of business, including contact centers, sales desks, and service companies. Clarify’s encrypted recordings help ensure compliance with industry regulatory requirements, including the Health Insurance Portability and Accountability Act and Payment Card Industry Data Security Standards. Clarify also helps ensure compliance by protecting sensitive data such as credit card numbers or social security numbers. Being able to provide verification of verbal transactions also provides protection against legal liability and aids in dispute resolution. Clarify let users securely record, archive, search, play, and share telephone calls. Its easy-to-use web-based GUI provides for simple system configuration and automatic imports of agent and extension information. Users can configure Clarify to record (or not record) particular calls based on agent, extension, caller ID, or other criteria from a drop-down menu. The dashboard displays a list of ongoing calls being recorded, allowing users to easily select a call to start monitoring. In addition to trunk and station-side recording, remote users and agents will also be able to start, stop, and forward recordings via Toshiba’s UCedge client software 2.6 that runs on iOS and Android mobile devices, Windows PCs, and Mac computers.
Verint Call Recording is an enterprise recording and archiving solution for capturing, indexing, and retrieving voice, screen, and other methods of interaction from traditional time division multiplex, internet protocol, session initiated protocol, and mixed environments. Part of Verint’s Enterprise Workforce Optimization solutions used for customer engagement optimization, Verint Call Recording can easily search and replay captured interactions, regardless of where they were recorded. Meeting the needs of call centers, contact centers, and customer interaction centers, this software-based recorder provides full-time recording and compliance recording, helping contact centers increase operational effectiveness, reduce liability, comply with the Payment Card Industry Data Security Standard and other industry standards, and expedite dispute resolution. In addition to recording conversations between customers and agents, the solution captures the corresponding activities at agents’ desktops, such as keystrokes, data entry, screen navigation, and wrap-up. Verint Call Recording supports multiple sites with a single point of administration and open standards storage. This eliminates costs, constraints, and complexity of multiple proprietary systems. To help compliance with the Payment Card Industry Data Security Standard, Verint Call Recording uses AES-256 encryption to protect data when recorded, in transit, and archived.
Since 1998, Versadial has been offering call recording solutions to a variety of industries ranging in size from a few to hundreds of employees. All Versadial Call Recording products are based on VSLogger server software. VSLogger Engine Server provides powerful call recording and archiving capabilities. VSLogger Unlimited Server extends the call recording engine with search, playback, monitoring, and QC features. Turn-Key solutions based on VSLogger Unlimited are recommended for the majority of end users as the best and easiest option. For resellers and for technically savvy end users, Versadial offers a Call Recording Kit solution, which has the same functionality and features as a Turn-Key solution. For third-party application developers that want to add call recording capabilities to their offerings, Versadial recommends VSLogger Engine software, which provides all recording capability of VSLogger Unlimited for a fraction of the cost. All solutions have the ability to record TDM, digital, VoIP, and analog phones, as well as radio and PC screens.
Edited by Alicia Young