Technology has changed and new enhancements to mobile phone communications have become available, we all want to upgrade to the latest and greatest models. You don’t have to look at your old cell phone from the early 2000s to understand that it – and many other forms of technology – have evolved over time, including the technology for recording calls. What once offered rudimentary and fairly limited capabilities now provides the ability to record, analyze, and interpret vast amounts of data to improve customer service and operational performance.
Compliant Apps
When choosing a call recording or call monitoring software provider, prioritize those with cutting-edge features that offer greater flexibility in terms of provisioning, administration, and utilization. It’s crucial to comply with GDPR and PCI/DSS regulations, which have a significant impact on call recording practices. While the GDPR has been in effect since 2018, there is still some uncertainty regarding its interpretation of call recording.
When using a call recorder app iPhone, businesses are not automatically obligated to delete this information as there may be valid reasons for retaining and storing it that override GDPR requirements. Legal obligations, contractual agreements, and public interest considerations can all justify the need to preserve recordings.
On the other hand, PCI/DSS is a vital regulation that governs the recording and storage of credit card information. Many businesses have already implemented measures to ensure the secure handling of sensitive data, either by not storing it or by incorporating robust security measures. Call recording systems have long provided options to redact credit card details in compliance with these regulations. However, the evolving landscape of contact centers, which now operate across multiple channels, necessitates the redaction of sensitive information across all recorded media types to maintain its security.
Streamlined UI
Currently, neither Android or iPhone comes with a built-in call recorder. However, you can easily record calls with the iCall app. Besides using this app to record phone call iPhone owners can store, transfer, and analyze files with ease. It has a free trial. In fact, the quality of recordings from a smartphone call recorder is often on par with professional business telephony systems. While there are many standalone call recording apps available in the market, the real growth lies in the associated analytics applications. A good phone recorder iPhone is user-friendly, presenting extracted data in a clearer and easier-to-understand format. This eliminates the need for expensive data scientists to interpret the information, making them more attractive to mid-market enterprises.
Cloud Integration
The number of businesses choosing to upgrade their call recording solutions through cloud-based communications is increasing. It is important for businesses to be aware that when using vendors’ analytics applications, sensitive recordings may be processed by third-party services. Therefore, businesses should carefully evaluate the overall security measures of a phone recorder iPhone. These advantages make it an appealing option for migrating broader communication systems.
Automation
The rising importance of Robotic Process Automation (RPA) in the contact center industry is well-known. In the past, supervisors had to dedicate significant time to listening to weekly recordings. This information was then used to determine training and mentoring requirements for agents. However, by integrating RPA into the quality process, organizations can now monitor all calls instead of just a sample. This allows them to identify gaps and trends that require immediate attention.
Analytics Tools
It is crucial for organizations to fully grasp the intricacies of customer-brand interactions across various channels. This is where customer journey analytics comes into play. By recording calls, businesses can monitor and delve deeper into the entire process, uncovering valuable insights and pinpointing both strengths and weaknesses in customer service. While currently more prevalent among larger enterprises, the realm of customer journey analytics is quickly evolving and is anticipated to soon broaden its reach to mid-market businesses.
Trends
Call centers have faced unique challenges during the COVID-19 pandemic. The shift to remote work caused various issues, including a 50% increase in difficult calls, resulting in customer dissatisfaction, more escalations, and longer wait times. Insufficient technology exacerbated the problem, leading to a surge in customer complaints and issues with an unreliable internet connection and manual call routing. Fortunately, recent advancements in call center technology have brought specialized software and hardware that empower customer service representatives to address these challenges through automated support features.
In addition to these advancements, here is a list of upcoming call center technology trends that businesses are eagerly anticipating in the near future.
Virtual reality
As there are 65.9 million VR users in the world, the utilization of virtual reality tools by companies can facilitate the training and development of contact center agents. As customer demand grows for immersive virtual experiences and interactions with their preferred brands, such trends in the tech industry are likely to remain prevalent.
Increased IVR use
The Interactive Voice Response (IVR) technology has become an essential tool during the pandemic. In fact, it’s no surprise that 42% of businesses using such innovations in call recording technology have increased their usage, making it the primary channel for call centers.
According to stats, companies can reduce their expenses on customer support by 30% due to IVR. As the workforce shifts towards more remote opportunities, IVR, along with automation technology and conversational AI software with speech recognition, will play a significant role.
