Consolidating Legacy Recordings

For Contact Centres

Consolidating & Managing Legacy Contact Centre Recordings

Whether you retain contact centre recordings for regulatory compliance or for best practice, it is likely that these recordings are in multiple formats including both voice and text-based interactions and sit across numerous legacy platforms. We help you to consolidate these recordings into a unified repository, reducing the cost of maintaining legacy platforms and providing a single searchable pane of glass onto your historic customer interactions.

With many of these recordings predating current data privacy legislation, we help you ensure compliance by analysing every recording and taking the necessary steps to redact and encrypt personal data and identifying and remediating potential toxic data.

By consolidating your historic recordings into a standard format on a unified platform also unlocks the potential to analyse these conversations and to unlock invaluable insights into customer trends and behaviours that could help shape your future.

SmartExperience For Your Legacy Recordings

Once we have identified all of the sources of legacy interaction recordings across your organisation, we use our expertise, tools and process automation to access these and consolidate them into a single unified repository, preserving and enriching the meta-data associated with each recording.

By creating this single pane of glass onto your historic recordings we simplify your capability to search and replay interactions utilising extensive tagging to index recordings by agent, customer and where relevant, transaction. We also provide you with the capability to fulfil your obligations under local legislation for customer subject access requests or right to be forgotten.

We work with you to define a set of policies for your legacy recordings based on the relevant legislation, whether that be the Privacy Act, GDPR, PCI DSS or local variants of these. Our interaction analytics are able to inspect the contents of each recording against these policies, identifying and redacting personal data, remediating toxic data and ensuring all data is encrypted and that access is secured.

By unifying the format of all your historic recordings in a single repository allows you to utilise the full power of key phrase and proximity analytics to identify trends across your customer interactions and valuable insights into your customer experience.

KEY FEATURES:

  • Legacy Recording Consolidation
  • Call Transcription
  • Data Redaction & Remediation
  • Data Encryption
  • Search & Replay

KEY FEATURES:

  • Legacy Recording Consolidation
  • Call Transcription
  • Data Redaction & Remediation
  • Data Encryption
  • Search & Replay
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Legacy Data Best Practice Guide

This guide steps you through the key challenges businesses like yours are likely to be facing in managing legacy data.

It provides best practice guidance on how to consolidate, secure, manage and leverage your historic data.

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The Benefits Delivered

By consolidating your historic recordings into a single secure and compliant repository, we not only simplify access to these recordings, but deliver key benefits to your contact centre including:

Reduced Cost – by removing both the financial cost and operational burden of maintaining legacy recording platforms across your organisation. It also provides you with an opportunity to consolidate the storage of recordings either on-premise or in the cloud to reduce the cost of retention.

Reduced Risk – by addressing the potential non-compliance of historic recordings and ensuring you are taking every possible step to protect sensitive customer information. Also, by providing you with the demonstrable capability to execute your local variant of Subject Access Requests or the Right to be Forgotten.

Deliver Value – by creating a single, unified pane of glass onto all of your historic recordings and enriching these with extensive tagging and meta-data. This allows for these recordings to be analysed and mined for valuable insights that can shape your future.

Let’s Discuss

We have helped many customers to unlock their legacy call recordings across virtually all of the major call and interaction recording platforms.

We would be more than happy to share our experience and explore how we can consolidate your platforms, ensure compliance and protect your customer interaction recordings.

Simply complete the form and one of our team will reach out to you.