Category: GDPR call recording

Recording SIPREC / Other IP Sources With Apresa

Posted on | by Everon Stuart

The Apresa call recording system is fast becoming one of the most trusted and cost-effective mid to enterprise call recording solutions on the market for both hosted OEM SIP carriers and reseller partners looking for a trusted and reliable platform for their clients.

Apresa offers a wide range of benefits from free screen recording and PCI DSS features to integrated call statistics and importation tools for client contacts so that users can look up recordings by their customer names or references rather than just telephone number.

Add to this that Apresa now also works with SIPREC (session recording Protocol) and works perfectly with all known phone systems that use SIPREC or other forms of IP (including SFB, NEC, Panasonic, Mitel, ShoreTel, Unify) or hosted SIP (Gamma, Horizon) from other providers, there couldn’t be a better time to join the ever-growing list of users and OEM partners of the Apresa recording platform.

Coming soon we will offer an integrated speech analytics module, making it easy for users to search for calls based on the spoken word!!

ICO and GDPR Call Recording Compliance

Posted on | by Everon Stuart

The old Data Protection Act was replaced on 25th May 2018 with new Europe wide regulation called General Data Protection Regulation (GDPR).

There are 6 lawful bases to process and retain customer data which includes call recordings, cited by the Information Commissioners Office (ICO). Companies will have to decide and justify which of these bases they use. These include Consent, Legitimate Interest, Contract, Legal Obligation, Vital Interests and Public Task.

Everton Stuart of Vidicode UK and VoiceCrunch says, ‘Along with MiFIDII regulations in the finance industry and PCI DSS for credit card security, GDPR represents a challenge for existing call recording system owners due to the right to be forgotten, refusal of consent, right to portability and the customer’s right to see their data/calls’.

These ‘rights’ make it essential to find all recordings within one month for GDPR compliance. Many current recording systems will only search by time, date, via Incoming CLI (Calling Line Identity) and possibly by some form of call marking.

The Apresa Call Recording system from Vidicode UK offers call marking and screen recording as standard which is ideal for rapid find and retrieval of calls under the GDPR right to be forgotten.

The Apresa System also has a stop recording feature. If a customer decides at the point of contact or during a call that their legitimate interest is being overridden by the call being recorded the call recording can be stopped. An example of this might be where a call is being recorded for training purposes which benefits the company and not the customer. The Apresa will also stop any future recordings of that customer.

There are many clear benefits in choosing the Vidicode UK to assist with GDPR compliance even if an existing call recording system is being used because we offer a phrase and word matching solution through our sister company VoiceCrunch. VoiceCrunch is a voice analytics platform that finds recorded calls identified by using words and phrases as chosen by the user.

The Apresa call recording solution is available for trunk or extension recording of N3, SIP/VoIP, ISDN II, SIPREC E1/T1, TDM, Analogue and Audio (e.g. radio) communication and available on premise, hosted, virtualised or OEM.

 

The ICO, Data Protection & GDPR

Posted on | by Everon Stuart

6 New Rules to check before recording your customers’ phone calls

The old Data Protection Act will be replaced on 25th May 2018 with new regulation called General Data Protection Regulation or GDPR for short. This will not be affected by the UK leaving the EU.

Whilst many companies will be concentrating (hopefully) on other aspects of GDPR for example, security of personal details and marketing Opt-Ins GDPR also changes the rules on call recording. And if a current call recording system is already in place it would be prudent to check the capability of the system in relation to the new rules.

Current rules on call recording make it acceptable to record a call if a recorded or written message informs the caller (for example on a website, or on correspondence etc.). GDPR changes this in that a company must get the customer’s consent to record a call first. This may be prior to a call for regular customers or for new customers at the beginning of the call. There are also five other exceptions including:

  1. The customer has consented to you recording their calls
  2. Recording is necessary for the performance of a contract with the subject or to take steps to enter into a contract
  1. Recording is necessary for compliance with a legal obligation, for example, to comply with the requirements of the Financial Conduct Authority and MiFID/MiFIDII regulation
  2. Recording is necessary to protect the vital interests of a subject or another person
  3. Recording is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller
  1. Where call recording is necessary for the purposes of legitimate interests pursued by the controller or a third party, except where such interests are overridden by the interests, rights or freedoms of the data subject

There is a more defined list of special categories from the ICO. (Information Commissioners Office)

The customer’s right to be forgotten

As well as the customer having the right to not be recorded under GDPR they also have the right to be forgotten. It’s essential that any call recording system makes it very easy to find all the calls belonging to that customer. This could be achieved by the recording system capturing the incoming call identity (CLI), or via notes added to a call or via Voice Analytics.

If you are considering recording your telephone calls or already have a system in place talk to our call recording specialists on 0203 4881498 for further information on GDPR.

We recommend the Vidicode UK Apresa Call recording system which enables callers to stop the recording and has a censure list to avoid that customer being recorded in the future. For existing call recording users, Vidicode’s VoiceCrunch is a voice analytics platform that will quickly find keywords or phrases to identify callers that want to be forgotten.

We recommend that customers familiarise themselves with the requirements of the ICO (Information Commissioners Office) regarding GDPR rules in relation to recording telephone calls. For more comprehensive information about the right to object to calls being recorded click here.