Also known as “voice documentation,” call logging and recording is a business tool meant to help improve customer service quality and serves as a record keeping tool for voice. Heavily used in contact center applications, voice documentation allows managers and supervisors to evaluate individual agent performance to assist in areas needing improvement and as a powerful training tool. From Mitel comes the MiVoice Call Recording, the most powerful call logging and recording solution.
Improve business performance and meet regulatory compliance requirements with MiVoice Call Recording.
Today, businesses are confronted with the challenges of exceeding customer expectations, dealing with a highly competitive landscape and increasing cost pressures. Recording and monitoring one hundred percent of interactions with customers, suppliers and partners is important in gaining actionable insight into customer behavior, driving increased quality and identifying new trends occurring within your business.
With the MiVoice Call Recording software, your organization can quickly capture, archive, and organize, playback and share voice documentation using Mitel’s patented Portable Voice Documentation (PVD™) technology. You benefit from instantaneous recall of recordings related to any given business event, like a customer experience success, report of competitor activities or ordering dispute. By organizing and sharing these recordings, you can transform isolated events into part of your continuous improvement system.
Regulatory Compliance and Data Security
In nearly every industry and country, organizations must ensure compliance with a wide range of government regulations. MiVoice Call Recording is much more than a simple call recorder; it is purpose built to meet the exacting regulatory requirements found within the healthcare, legal services, insurance and financial services industries.
Working for a highly scrutinized organization? Unlock the benefits of call recording using MiVoice Call Recording’s powerful voice documentation security and privacy features—including segmented recording access, encrypted media streaming, centralized file delivery and automated data lifecycle management.
Here are just a few of the compliance regulations that may apply to your organization:
- Payment Card Industry Data Security Standard (PCI-DSS)
- The Sarbanes-Oxley Act (SOX)
- Financial Services Authority
- Fair Debt Collection Practices Act (FDCPA)
- Health Insurance Portability and Accountability Act (HIPAA)
- Do-Not-Call Implementation Act & Telemarketing Sales Rule
These regulations can, and often do, affect call recording data storage and information usage. When recording calls for compliance purposes, you should consider:
- Phone recording storage security and information access
- Types of data to be stored
- Length of audio and screen recording storage time
- Ability to produce a call recording quickly for investigator or regulator review
Get MiVoice Call Recording software in premise, private cloud and public cloud environments to meet your business’s precise IT deployment strategy.