Cloud Fusion Call Recording

Don’t leave the success of your business to chance. Recording incoming and outgoing calls within your organisation helps measure the effectiveness of your sales, marketing, and customer service. It can also help comply with regulatory compliance and minimise risk.

PCI and FCA Compliant Call Recording

With Cloud Fusion Call Recording, recordings can be indexed by time, agent/employee, date, group, and a variety of other fields, making for hassle-free, instantaneous record retention, search, and retrieval. This makes reviewing calls simple letting you easily gain customer insight, improve sales conversion, and increase customer retention.

Identity theft is a massive problem in the United States, the United Kingdom and around the world. In response, the Payment Card Industry and the Financial Conduct Authority have established clear rules to help assure that critical financial and identification data is protected from menaces both outside and within the enterprise.

Call recording automatically classifies calls containing sensitive cardholder information and provides organizations with three options to help effectively balance their PCI or FCA requirements with liability, quality management and other regulatory requirements:

  • Delete all call recordings with sensitive information but retain valuable non-sensitive interaction data for reporting and analysis
  • Roles-based access to recorded files containing sensitive information
  • Agent can pause call recording during the collection of sensitive financial and personal information

Call Recording is part of the Cloud Fusion service. The solution is built on carrier-class elements that support millions of IP lines and billions of minutes of customers worldwide. Cloud UC infrastructure is designed for 99.999% uptime; all of the elements are redundant and all of the infrastructure is deployed in geographically redundant data centres worldwide. Cloud UC is designed and built to support organisations of all sizes, it includes the management tools required to maintain large, multi-site organisations.

Features

  • PCI compliant
  • Multi-tenancy for hosted
  • White label for branding
  • Multi-site call recording
  • Mobility support
  • Call tagging audit trail
  • Multi-criteria searching
  • Call exporting
  • Auto-delete selective recording
  • Look-back call recording
  • Fine-grained privileged access
  • File management/archiving
  • Filtering (IP-DID Range)
  • Extension-level call recording
  • Automatic call recording
  • On-demand recording
  • Play, download, or delete recordings
  • Create recording campaigns
  • Schedule recording times
  • Live Monitoring