Meeting Compliance Demands

Technology has dramatically changed the way customers and employees interact with companies. Texting and SMS messaging are now widely used methods of customer engagement, and telecommuting employees may use cell phones or home phones, resulting in a smaller percentage of customer calls going through the central PBX/VOIP system. And don’t forget the use of Skype for Business, Cisco Jabber, or other collaboration tools that may go through unified communications systems. Not only do businesses have to accommodate for all of these channels, but they also have to comply with regulations around collecting and retaining customer interactions.

While there has always been a need to store some business communications, storing customer communications has become especially critical. Initially, the requirements were few and very specific, but the number of new legal, compliance, and governance-driven demands for complete capture of the interactions has expanded dramatically.