Managing Legacy Interactions & Call Recordings
Across your organisation you are likely to have multiple repositories where customer interactions are being retained either as part of regulatory requirements or your own best practice. These legacy repositories will contain call recordings, copies of text-based interactions such as SMS, chat and email, and even video.
Your challenge is that this data is likely to sit on platforms that you no longer want to support, in formats that are not necessarily secure, and potentially is not compliant with recent changes in regulations like the Privacy Act, GDPR and PCI.
We help you to consolidate these recordings into a unified repository, providing you with a single pane of glass onto your legacy recordings while also ensuring that sensitive data is redacted, and potential toxic data is remediated.
Consolidating, Remediating & Securing Legacy Recordings
We use our tools and process automation to access your legacy call and interaction recordings across all of your platforms. We create a single ‘indexed’ pane of glass onto a consolidated repository where we enrich meta-data associated with each interaction by linking elements of data across functions, customers and transactions.
We work with you to understand the legislation and best practice that you are looking to comply with, such as the Privacy Act, GDPR and PCI to create a set of policies to apply. We utilise our smart analytics to look inside each recording and take the necessary action to redact sensitive data, remediate toxic data, and secure through encryption.
By creating a single view of your legacy recordings, we are able to provide you with an intuitive and simplified search and playback capability. By unifying the format of your recordings, we are able to transcribe unstructured data enabling you to leverage smart analytics to unlock powerful insights.
KEY FEATURES:
- Legacy Recording Consolidation
- Sensitive Data Redaction
- Toxic Data Remediation
- Voice & Video Transcription
- Recording Encryption
- Recording Tagging
- Search & Replay
KEY FEATURES:
- Legacy Recording Consolidation
- Sensitive Data Redaction
- Toxic Data Remediation
- Voice & Video Transcription
- Recording Encryption
- Recording Tagging
- Search & Replay
)
What legacy systems can we manage?
Our system can ingest data from a variety of platforms, either in siloes or consolidated to form our single pane of glass view. In case you were wondering, here are some of the platforms we can work with:
Calabrio, Enghouse, Evantide, Qfiniti, Redbox, TelStrat, Verint, ASC, Amazon Connect, Five9, Genesys Cloud, Microsoft Teams, Mitel, NICE inContact, RingCentral, Zoom, Alcatel-Lucent, Avaya, Cisco, LG-Ericsson, Genesys, NEC, Panasonic, Samsung Electronics, Siemens (Unify), Harrison, Kenwood, Motorola, Omnitronics, Tait, Zetron, 8×8
)
Best Practice Guide: Securing Legacy Data & Ensuring Compliance
This guide steps you through the key challenges for compliance and information security of retaining legacy call recordings
It provides best practice guidance on how to consolidate and secure this into a single platform, enriching tagging, redacting sensitive information and remediating toxic data.
){kind=icon}
The Benefits of Consolidating Legacy Recordings
Consolidating your recordings on a single unified platform provides significant value to your organisation.
Reduce Cost – by removing the support and maintenance costs, as well as the management overhead of retaining legacy recording platforms that are no longer in operational use.
Reduce Risk – by ensuring that your legacy interaction recordings are compliant with the latest privacy and information security legislation and reside in a secure repository, with each recording encrypted and access restricted.
Unlock Value – by consolidating legacy recordings and holding these in a format in which you can apply interaction analytics to identify trends and gain valuable insights into your operation.
Want to Discuss Your Legacy Recording Challenge?
We recognise that every organisation has a unique challenge in terms of its legacy recording management. Our experience in this area is second to none and we pride ourselves on being able to simplify the complex.
We would be more than happy to discuss your unique challenges and share our approach to consolidating, managing and securing legacy recordings.
Simply complete the form and one of our team will reach out to you.
