Three mistakes that derail mobile communications recording

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Posted by Tango Marketing

February 27, 2018

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As businesses increasingly go “mobile first” with communications, they face crucial technical challenges that can put their recording and archiving compliance at risk. 

Mobile devices are quickly becoming the primary way businesses communicate. Employees on mobiles are easier to reach, are more responsive, and can be more productive in more places at more times. 

But the recording and archiving of communications is an essential requirement that cannot be ignored when enterprise mobility is implemented, especially in industries such as finance. 

The Financial Industry Regulatory Authority Inc. (FINRA) in the US, and the EU’s recently enacted new version of the Markets in Financial Instruments Directive (MiFID II), as well as the UK’s similar version, all outline the need for recording of communications pertaining to financial transactions.  

As businesses work to meet these regulations, there are three key mistakes that can make the recording of mobile calls harder, putting compliance at risk. 

  1. Not accounting for BYOD

Companies have found that permitting Bring Your Own Device programs can cut hardware and support costs, while enabling the workforce to be increasingly mobile, among other things.

But problems arise when companies don’t consider how to meet recording and archiving compliance requirements on communications taking place on those BYOD devices.

These devices, like mobile network native voice and SMS text, generally are outside of the IT department’s direct control and compliance requirements.

  1. Using clunky, messy over-the-top apps 

Users tend to ignore the clunky and poor quality mobile device apps that some companies use to try to control mobile communications and capture call data for compliance purposes. 

Employees are being asked to learn two ways of placing a call, and they will gravitate to the natural, intuitive way that they already use their phones.

Beyond users ignoring them, the messy apps become a headache for the IT department in user training, trouble shooting and retraining, as well as dealing with mixed vendor environments.

Wainhouse Research reports that a third of enterprises have deployed unified communications systems from two or more vendors, which can make the user experience with mobile apps from each system that much more complicated.

  1. Violating privacy requirements 

IT managers also have to address strict user privacy rules. 

For example, the General Data Protection Regulation (GDPR) that goes into effect in Europe in May 2018 mandates that individuals have rights protecting private communications. That includes your employees, customers and others who may use your company’s IT and telecom systems. 

 “Dual persona” management is a method for keeping business calls within your control for compliance, recording and similar operations, while leaving personal calls untouched. 

Addressing it all at the outset

Kinetic Cloud is the first cloud-powered service enabling businesses to control their employees’ mobile communications as easily as landline communications. 

The communications control service offers a single point of management that integrates users’ mobile communications with existing UC systems, fixed telephony, analytics, call recording systems and business applications. It provides enterprises simple and consistent communications control across regions, operators, applications and devices. 

It allows business-owned or BYOD mobiles to present fixed or mobile numbers to the called party. 

It enables you to enforce mobile call recording and text recording for employee phones using the same recording and other compliance systems you use for landlines. And employees can use their native phone interfaces making for easy user adoption. 

And compliance for personal calls is confirmed at the outset. Your systems never process the personal calls and privacy protection is confirmed. 

Going to Mobile World Congress in Barcelona? Book a meeting to see Kinetic Cloud.

Or contact us today to see a demo of Kinetic Cloud and its features for enabling mobile call and text recording.

Tagged : mobile world congress, BYOD, mobile call recording, Tango Networks, identity management, MiFID II

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