ECN-cloud-based compliant call recording solution

ECN, in partnership with CallCabinet, offers South Africa’s first cloud-based hosted call recording service. This secure, compliant, and scalable hosted call recording solution meets the growing demand in industries like finance, legal, healthcare, and customer service.

Unlike traditional on-premises systems that require costly hardware and maintenance, ECN’s hosted solution enables businesses to record and store calls effortlessly in the cloud. With unlimited storage, top-tier encryption, and seamless scalability, businesses can access and manage recordings from anywhere via a simple web interface. Ideal for single offices, multi-branch networks, and nationwide operations, ECN provides a fully hosted, hassle-free alternative.

How does hosted call recording work?

ECN’s hosted call recording service provides businesses with an automated, cloud-based solution to log all incoming and outgoing calls. Here’s how it works:

1. Select Recording Preferences: All or specific calls are recorded using the service, depending on business needs.
2. Convert Calls to Secure Data Files: Recorded calls are encrypted and stored securely in the cloud.
3. Categorization and Archiving: The system automatically categorizes, sorts, and stores calls for future reference.
4. Instant Access and Playback: Businesses can retrieve, playback, and review calls using the system’s intuitive web interface.
5. Advanced Reporting and Analytics: Businesses can use the recordings to gain insights into customer interactions, employee performance, and compliance adherence.

What are the key features and benefits?

Businesses across a number of industries will benefit from the many user-friendly features offered by ECN’s hosted call recording solution. These include:

• Full Compliance: This system meets all South African legal and industry regulations including FICA, FAIS, POPI, and CPA.
• No Hardware: This is completely cloud-based, reducing capital expenditure.
• Secure: All calls are recorded with AES 256-bit encryption and rotating encryption methodology for maximum security.
• Web-Based Access: Businesses can play back, search, and manage recordings from any web browser.
• Cloud Storage: All recordings are securely stored in the cloud with redundant backups to prevent data loss.
• Mobile: Businesses can access and manage recordings from multiple locations or devices, making it ideal for remote teams.
• Scalable: Hosted call recording supports businesses of all sizes, from 5 extensions to thousands, without infrastructure constraints.
• Instant Retrieval: Businesses can retrieve call recordings within seconds, sorted by phone number, date, time, or other parameters.
• Granular User Permission Control: Businesses can enjoy peace of mind knowing that recordings are only accessible by authorized personnel.

How does hosted call recording improve business?

There are so many industries that rely on recordings to drive business, improve operations, and ensure regulatory compliance. With AI-powered conversation analytics for example, all recorded conversations are turned into actionable business intelligence. And don’t forget about the ability to compliantly redact sensitive information from both the audio and transcription, perform legal holds, and compliantly share recordings.

Here’s a look at how the latest system can drive business growth for different industries.

1. Call Centres: Monitor agent performance, resolve disputes, and improve training procedures.
2. Banking: Comply with industry regulations including MiFID II and Dodd-Frank, prevent fraud, and verify customer interactions.
3. Healthcare: Comply with industry regulations including HIPAA, review patient interactions, and keep an accurate record of tele-consultations.
4. Legal: Document client conversations, resolve disputes, collect evidence, and ensure confidentiality compliance.
5. Insurance: Verify claims, prevent fraud, enhance customer service, and remain compliant.
6. Logistics: Record customer service calls, resolve disputes and supply chain issues, and remain compliant.
7. Government: Ensure compliance and transparency, improve service delivery, and monitor emergency response interactions.
8. Hospitality: Handle bookings and disputes, maintain a record of guest communications, and improve customer relations.
9. Education: Track student and teacher interactions, leverage manual or automated quality assurance, and monitor advisory services.

 

ECN’s cloud-based hosted call recording service delivers secure, scalable, and AI-driven solutions to South African businesses.