Recent studies from Contact Babel have shown a staggering 95% adoption of call recording technology in contact centers. Astonishingly, a scant 1% have declared no plans to embrace this tech. What's more, nearly one-fifth are poised for an upgrade to their existing solutions.
Call recording as a market is on the cusp of transformation. Legislative dictates and cutting-edge tech are key drivers of change here, with quality management at the forefront. Emerging trends and influences around; let's explore what's taking shape in this dynamic field.
Innovations and trends in recording solutions
#1 Regulatory compliance
The landscape of compliance regulations, such as GDPR and PCI/DSS, presents an ever-evolving challenge to the protocols of call recording. 2018 marked the year GDPR came into force, bringing with it a degree of uncertainty, especially in how this law applies to recorded calls.
One key facet is the 'right to be forgotten'—a mandate allowing individuals to request deletion of their data. Compliance isn't as straightforward as immediate deletion; several exceptions exist. Companies might need to preserve data due to legal responsibilities, binding contractual needs, or issues of public interest.
PCI/DSS serves as a separate, yet critical, regulation. It sets strict guidelines for handling credit card details during call recordings. To confirm, businesses have revamped their operations.
Many choose to avoid data storage altogether or adopt stringent security protocols. It is commonplace for call recording technologies to employ features that exclude credit card information proactively.
#2 Distribution of mobile call recording
Business call recording systems dominate the entire segment, but they have certain disadvantages. Among them are the high cost of equipment and the difficulty of maintenance.
At the same time, there is an iPhone call recorder app that can compensate for the lack of VoIP systems. With Call Recorder iCall you can save call recordings in good quality without external noise. The technology for recording calls is quite simple, although the iPhone does not have access to the microphone and speakers during a call.
iCall inserts itself into the conversation as an intermediary and hears exactly what you and your interlocutor hear. This call recorder even has a free trial period and costs just a few bucks per month. Additionally, the application can be used as an iPhone phone recorder.
Numerous companies are shifting towards cloud-based communication upgrades, particularly for call recording systems. Short and varied sentences, along with a mix of complex structures, can help in avoiding AI detection. Often, vendors depend on external services to handle sensitive audio for analysis. Such services may include text conversion or advanced analytics.
It's vital to consider the security of these solutions. Cloud technology promises enhanced security and dependability. Furthermore, it is cost-effective and efficient, presenting a strong case for transferring comprehensive communication infrastructure to the cloud.
Numerous call recording stand-alone programs are currently accessible. Nevertheless, these applications are nearing a point of market oversaturation. Where we're witnessing genuine expansion is within the realm of ancillary analytics software. It's the speech and text analytics tools that are gaining traction; these are frequently bundled with primary call recording solutions.
The accessibility and user-friendliness of these analytic tools are on the rise. They now deliver data in formats that are more lucid and digestible. Complex data interpretation, once the domain of costly data science experts, is no longer a necessity with these updated tools. This shift is particularly enticing to mid-sized businesses looking for cost-effective data solutions.
#5 AI integrated
Humans remain irreplaceable in providing personalized customer service; however, AI and robotic automation have become indispensable allies in managing routine operations. Astonishingly, upwards of 80% of contact centers acknowledge the critical role of bots and AI in maintaining their day-to-day efficiency.
AI underpins modern call center tech, offering insights into customer behavior — uncovering the reasons for their calls and pinpointing their core needs. AI smartly sifts through inquiries, autonomously addressing simple and direct requests.
Its implementation varies, from dispersing automated messages and recording calls to crafting responses — liberating human agents to prioritize more complex customer interactions.
#6 Process Automation
Robotic Process Automation (RPA) is becoming a game-changer in the contact center realm. It's undeniable; that AI and machine learning are revolutionizing task automation, quality management included. Consider the old days when supervisors would spend hours reviewing recordings—limiting themselves to only a weekly batch.
Their goal: to spot training opportunities for their teams. Fast forward to today, RPA's integration into quality assurance means no call goes unchecked. Comprehensive monitoring? Check. Highlighting performance trends and training gaps? Absolutely. This isn't just a shift; it's a major leap forward for efficiency and oversight.
Awareness of the importance of call recording technology is gradually reaching all areas in which it is necessary to work with clients. This applies to almost all areas of business. Upon quick analysis, a dozen benefits of technology come to mind, but it, too, is transforming. Modern challenges require modern solutions and these trends will give call recording technology a logical continuation.