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My word is my bond

My word is my bond


'Original article from FST Europe magazine in 2010'.

It doesn’t all have to be up in the cloud, says Stephen Thurston. Today’s mobile phone recording solutions can both use a firm’s existing recording technology and support global deployments.

There are currently only limited mobile phone recording solutions available as the technology is still at a fairly embryonic stage. The key con-sideration for any company 
investing in this area should focus on how best to deploy the technology whilst minimising disruption to the business and ensuring they have a secure, tamper-proof and compliant solution which meets relevant compliance, data retention and security policies. 

For those firms with an international or global footprint it would also make sense to standardise on one solution. This can cause additional headaches however, as different markets have different legislation governing this area. In Canada for example the practice of conferencing mobile calls as a means of recording is illegal, in Germany a decision has been made to implement technology which can stop calls being recorded half way through the conversation and in Australia a customer’s Calling Line Identification (CLI) cannot be forwarded on via the switch for privacy reasons.

So where does this leave the UK? Some companies are opting to implement ‘hosted mobile phone recording’. This solution typically routes calls to a hosted call recording platform located in a secure telecoms network with search and replay of calls and texts available via a secure web portal. Compliant software is loaded onto the mobile handset and recording of mobile conversations in this instance is typically provided as a hosted service with pence-per-minute service charges on monthly contracts. This tends to suit smaller firms with little recording capability in-house or larger firms who may be seeking to out-source establishment 
costs. 

For those firms where retaining data in-house to meet or-ganisational require-ments is of greater concern, there are a number of compli-ant, tamper-proof ‘on-premise’ solutions that enable firms to use their existing re-cording systems. One such solution uses a ‘Compliant Enter-prise Server’ (CES), through which all calls are routed and securely delivered and authenticated to handsets registered to the service. A software application is centrally deployed to mobile handsets and once calls are routed through the CES, these calls are then recorded by the existing landline recording system, whether that’s NICE, Verint or any other manufacturer a firm may have already invested in. This consolidates fixed and mobile call recordings in one place and ensures call recordings are backed up alongside any existing business continuity strategy. 

When looking for a solution to standardise on and deploy across more than one region, firms should opt for technology that supports international and roaming users. It should also have the flexibility to have certain features customised to meet different privacy and legality issues across borders. The capability to incorporate ‘whitelists’, which will pass calls through without presenting them to the recording system, should be considered in those regions that have more flexibil-ity in their regulation, similarly ‘blacklists’ can be established to restrict calls being made to specific numbers. 

With countries like Norway already implementing mobile call recording to meet upcoming legal requirements on 1 January 2011 and other Scandinavian 
regions expected to follow, there are a number of lessons that the UK should be able to derive from these implementations.

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