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Why Unified Communications Recording is a Must-Have for Your Organization

February 15, 2023 · Emily Miller

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Why Unified Communications Recording is a Must-Have for Your Organization

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February 15th, 2023

Written by John Joyce, Global Head of Communications Compliance

Blog, Communications Compliance

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Unified communications recording refers to the process of capturing and storing audio, video, and messaging, interactions that take place within a UC system, such as Cisco, Avaya, Microsoft Teams, and Zoom. This technology enables organizations to monitor and store communications for compliance, quality assurance, and dispute resolution purposes.

The importance of UC recording lies in its ability to provide a complete record of interactions that take place within a UC system. In today’s fast-paced business environment, it is often difficult to recall the details of a particular conversation or message exchange. With UC recording, organizations have access to an accurate and comprehensive record of all interactions.

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What is UC recording?

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Some examples of UC recording include:

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Voice call recording – What is it? Recording of voice calls made using a UC system, such as IP telephony or voice over IP. Why record it? Quality assurance, dispute resolution, or compliance purposes.

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Instant messaging recording – What is it? Recording of instant messaging conversations that take place within a UC system, such as WhatsApp or MS Teams chats. Why record it? Compliance, dispute resolution, or record-keeping purposes.

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Video conferencing recording – What is it? Recording of video conferencing sessions, including audio, video, and screen sharing. Why record it? Training, collaboration, or future reference.

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Screen sharing recording – What is it? Recording of screen sharing sessions during video conferencing or remote desktop sessions. Why record it? Training, collaboration, or future reference.

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Contact center recording – What is it? Recording of customer service interactions, including phone calls, chats, and emails. Why record it? Quality assurance, training, or dispute resolution purposes.

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The specific type of recording that an organization needs may vary depending on its specific requirements and the UC system being used. Evidenced by the main reasons to record these interactions, though, UC recording is a valuable tool for organizations that need to capture and store their interactions especially in heavily-regulated industries such as banking, financial services, healthcare, and insurance.

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What are the benefits of utilizing a Unified Communications recording system?

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Depending on the type of organization, what regulations they are subject to, and what they plan to do with their recordings, there are three key benefits to utilizing a UC recording system:

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Compliance

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2. Quality Assurance

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3. Dispute Resolution

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Many industries are subject to strict regulatory requirements, such as those imposed by the Financial Industry Regulatory Authority (FINRA) or the Federal Communications Commission (FCC). UC recording helps organizations meet these requirements by providing a complete record of communications, which can be used to demonstrate compliance with regulations.

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UC systems are often used for customer-facing interactions, such as sales calls, customer service interactions, and technical support. UC recording enables organizations to monitor these interactions and assess the quality of customer service, ensuring that their customers are receiving the best possible experience.

Disputes often arise from misunderstandings or disagreements about the details of a particular interaction. With UC recording, organizations have access to an accurate record of interactions, which can be used to resolve disputes and avoid costly legal battles.

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Despite the benefits of UC recording, many organizations struggle with implementation due to concerns around privacy, security, and cost. However, with the right UC recording solution, these concerns can be addressed and organizations can reap the benefits of this technology.

When selecting a UC recording solution, it is important to choose a partner that has a proven track record of delivering and supporting high-quality solutions. The solution should be easy to use, scalable, and secure, and should provide organizations with the ability to store and manage their data in a cost-effective manner. Wilmac has been a provider of UC recording solutions and associated managed services for 30 years now, specializing in the banking, financial services, healthcare, and insurance industries.

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To discuss your options for UC recording and map out the best solutions that meets your needs, contact Wilmac Tech to schedule a consultation >>

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