Paul Manyweathers, Managing Director, CyberTech UK, says that voice recording technologies have been around for many years and have been mainly used by the emergency services for instant replay, financial firms for compliance, contact centres for quality management and training and larger commercial organisations wishing to monitor inbound and outbound calls.
“Whilst these organisations have traditionally been a key driving force in the use of voice recording systems, the market is now opening up as a result of two key factors, the first of which relates to recent changes in the regulatory requirements relating to the recording of mobile phone-based transactions in the financial sector. New FSA regulations are leading to a major review of the way that mobile phones are used by staff and an increasing number of financial firms are now actively looking to install voice recording systems that provide full voice recording of transactions carried out using these devices.
The fact is that whether or not traders are currently using mobile phones for client transactions, these communications devices can and do have an important role to play in this increasingly mobile world. The challenge for firms is how to apply the same stringent regulations that apply to transactions carried out from fixed lines.
CyberTech has already taken a significant lead in the marketplace with compliance solution that is already proven in daily use with financial institutions here in the UK and internationally.
CyberTech PRIME, a new mobile call recording solution for Blackberry® smartphones, provides impartial, verifiable evidence of every conversation, with time and date stamps for authentication and identification enabling disputes or investigations to be rapidly resolved. Quick and easy to deploy, it provides a single integrated solution that records all interactions, whether from fixed lines or mobile phones, without having to replace existing infrastructures. PRIME does not require users to enter special codes, re-route calls off the mobile network or make any changes to SIM cards and provides a transparent and secure mobile recording resource for the whole organisation.
This new solution also enables organisations to control user functionality of the phones, whether on an individual, group or enterprise-wide basis, including the use of texting and call recording. Compliance officers can control all users from a desktop computer at the touch of a key – something that cannot be achieved with other mobile communication devices. CyberTech also works closely in partnership with third party vendors including Obsidian and Compliant Phones to provide a phone recording capability to firms not utilising Blackberry devices.
In addition to meeting all the forthcoming FSA regulations, CyberTech PRIME also allows firms to make more efficient use of their existing telephony infrastructures. It enables all calls from mobiles to be routed through the in-house network to reduce call charges particularly for international calls.
This leads to the second key factor that will impact on the market for the channel – the availability of smaller systems designed for the SME market that offer similar functionality to larger, more complex solutions.
CyberTech’s new Myracle Plus voice recording system is a reliable and futureproofed recording solution ideal for SME companies and branches. It can capture, store, retrieve and play back voice, radio and data communications in both traditional or IP telephony environments. Available in configurations from 1-192 channels, it provides high quality voice recordings for all applications, including verification and compliance, dispute resolution, training and quality monitoring. Myracle Plus delivers big company features in a small company package that is designed to be sold by channel partners and is available today.
As well as presenting an ideal solution for smaller, SME-type businesses, CyberTech expects Myracle Plus to make a major impact in the financial sector with firms looking to install a simple system that does enough to comply with regulatory guidelines and enable them to carry on business as usual.
CyberTech is no stranger to the reseller channel and has a successful partner programme that has been operational throughout the world for many years. The company is planning to launch this programme to the UK channel market shortly and expects it to have a significant role to play in future expansion plans.
This new partner programme will include industry-leading levels of sales and technical support, a process that will be more straightforward because of the fact that CyberTech systems are based on open standard, off the shelf technology making installation and ongoing support quicker and easier.”