There are many solutions on the market for enterprise mobile voice recording for regulatory and compliance purposes. We had a chat with Stuart Park, Global Product Director at VoxSmart, to find out the advantages and disadvantages of each solution, and which one we recommend for our customers.
But first, a brief history of mobile voice recording
Since the Markets in Financial Instruments Directive (MiFID II) mandated call recording, removing the exception for mobile devices, a robust mobile call recording solution has become an essential tool in the surveillance framework of regulated firms.
Several recording solutions emerged, and the technology and telephone networks have evolved alongside increasing volumes and changes in user behaviour. There are two main categories of mobile recording software: Application (App) based, SIM or Mobile Network based and third approach we think is the most robust for regulated users.
1. Application based recording solutions
Simply put, a mobile recording application is downloaded by the user onto their mobile handset and a phone number assigned to the app. The user then uses this app to make phones calls or send messages that should be recorded for compliance purposes, leaving the phone's native dialer free for personal or private calls. It's useful for firms using a BYOD policy and prefer to be network carrier neutral.
There are several issues with this approach. One major downfall is all voice calls are recorded and stored on the device and relies on an upload process via data making the solution device non-compliant. The calls can also be made with data disabled and the device can be switched off or discarded, which means that all recordings are then lost.
Also, depending on the solution, the user may not be able to keep their existing number as the application acts as the middleman for calls made or received. This approach can increase call costs also cause greater delays when calls are being made or received, whilst at home or abroad.
2. SIM or Mobile Network based recording solutions
Another approach to mobile voice recording is to use a replacement SIM or Mobile Network operator enablement. An easy way to remove delays, as is the case with application-based solutions and the user is able to keep their existing number.
However, this solution is often provided by the network provider themselves which creates another set of downsides. As the recording system is linked to the network, coverage when roaming can be limited and the costs of this will be controlled by the network provider. Not only is there a risk of expensive phone bills but a lack of roaming partner support could cause regulatory problems including non-compliant events when using devices in zones where intelligent network features are not supported.
3. The VoxSmart mobile recording solution
A strong approach to keep network costs low and maximize mobile coverage is to use a mobile recording solution that is independent from your mobile network carrier. A solution that uses a proprietary telephony network would ensure seamless global coverage regardless of country or network connection and allows users to use any carrier network they prefer. This way, users save money on phone bills and firms are not be tied into a network contract if more competitive rates are being offered elsewhere.
As global teams are adapting to a mobile and dispersed workforce, opting for a global deployment via the Google Play Store or Apple App Store or securely managed via an MDM service ensures continuity across a global team. This means that a solution should have the convenience of an application-based deployment but operates in background and stores in cloud (or on-premise), all important factors to prevent the user from tampering with recordings or switching the solution off at their convenience.
What’s more, if the application cannot be switched off by the user and can alert compliance to any attempts of tampering with the solution, this further minimises the risk of non-compliance while giving compliance and surveillance teams reassurance that their employees devices are being recorded 100% of the time.
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