Call Recording

Call Recording

Read more about all the benefits in this Whitepaper

Cellular voice, SMS, media recording – iPhone and Androids

These days, we rarely encounter a business transaction that does not involve cell phone communication – voice call, text or other media such as Whatsapp. Financial regulators (e.g., MiFID II, FCA COBS11.8, FINRA etc.) have been the first to launch rapid regulatory expansion to record these communications and conversations, and other sectors are following the trend.
This has been generating a true pain for corporates and other organizations, who now need a global, effective, and flexible solution for their mobile recording – while also ensuring that the privacy of their employees is not infringed.

They need a solution that seamlessly integrates into their work procedures, existing IT service and call recording providers (e.g., Nice, Verint). They need a solution that complies with the evolving mobile call recording regulations and can guarantee ALL business mobile calls and texts are recorded and archived – using Android handset and iPhones alike.

That solution is Mobile2CRM.

Extending the reach of mobile call recording solution to any global location

Call recording on a global scale is complex, expensive and requires both technological expertise and business knowhow and experience. Mobile2CRM has been investing its resources over the past decade doing just that, and has a successful field-proven solution deployed with hundreds of pleased customers worldwide.
Most available solutions are adequate only for local mobile operation. These fall short of a full solution for branches and employees located around the globe. Mobile2CRM is optimally positioned to support its partners with extended global Mobile Call Recording capabilities, enabling them to provide true global coverage for mobile recording (voice and text) to their end customers with presence in countries where other mobile recording solutions are ineffective.

cms call recording requirements

Mobile2CRM – Retain records and fully comply with data retention regulations for business use of cell phones

Legislation mandating cell phone call recording in the US and EU is accelerating and the need to record cell phone communications including voice, text, WhatsApp etc. is becoming a regulatory must.

European and British financial organizations were the first to actively seek a fully compliant one-stop solution, but are definitely followed closely by US bodies such as the FDIC, SEC, FINRA and others, and in other industries as well – HIPAA in the case of healthcare, or MiFID II compliance which is enforced as of this coming year. 

iPhone business calls recording

Fully compliant with mobile call recording regulations

Guaranteed mobile recording of All calls anywhere, incoming and outgoing, even when roaming

Integrated with other corporate platforms

Easy to deploy and manage changes

Dispute resolution (record & report)

Most current solutions for that are workarounds, and certainly cannot differentiate business calls from private ones. Whether it is implemented through call conferencing to a recording service, works only for VoIP calls, or simply conducting the call on speaker and using the handset’s voice recorder – the bottom line is that a cellular-native solution that works intuitively and can differentiate business calls from private ones is currently available only from Mobile2CRM. Read on.

In more and more areas, the regulator now mandates that transactional business calls are recorded and stored – to protect both clients and service providers alike. For example, Companies in highly regulated verticals such as financial services and insurance, as well as healthcare often need call recordings as means to prove their good conduct in cases of a HIPAA, legal, financial, or taxation concern raised by a regulatory agency, or client/customer legal disputes.

For many reasons – for example the fact that no sales or field service or support person really remembers all the details of a call made or received using their cell phones, and even when they do, they rarely have the time (or inclination…) to document the calls details and outcome into the CRM.

Business calls over landlines are captured into CRMs for decades already, but since up to 60% of business calls these days are conducted using cell phones, you stand to lose the value of that 60% unless captured and logged through your CRM.

Yes, it is – for quite a few reasons. VoIP communications (voice over internet) is still inferior to native cellular network calls in terms of quality, reliability and coverage. Business calls that get disconnected in mid-sentence, with words omitted, noise, or simply intermittent coverage outside the big metro-areas are a serious pain.  Moreover, VoIP calls are automatically disconnected when a real call is incoming. Cellular calls are still the more reliable and appropriate means for business – and they can be recorded now too!