Communication is at the heart of any type of interaction in business, and today, there are more ways than ever to communicate using the Internet. While text and non-interactive video make up a large portion of online communication, voice-over-IP (VoIP) solutions have become a major part of the Internet’s infrastructure.
In addition to preserving video calls and online phone calls, VoIP call recording for video serves as a tool for engagement metrics. Having the ability to replay a VoIP video session means having the opportunity to see and hear how engaged a customer is during key moments of interaction. This can go on to lend itself to growth in marketing efforts, branding, new product or service R&D as well as training and development for employees. In fact, Nice call recording for compliance can be invaluable as an educational tool for improvement initiatives.
Nowhere has this proven to be more true than during the Covid-19 pandemic. As countries began to implement lockdown procedures to slow the spread of the Covid-19 virus, many business owners were faced with new challenges in keeping companies running while protecting workers and communities.
Among these challenges was the need to communicate with employees and customers without face-to-face contact. For many businesses, this challenge has been met by implementing Nice VoIP call recording services to preserve VoIP sessions. Through the use of Nice software, meetings, presentations, and customer contact can be archived, replayed, and audited digitally to ensure compliance, quality customer service, and security.
One of the problems that plague businesses of all sizes and in all industries is the lack of attention paid during meetings. There are many reasons why someone may be less than focused during a meeting, including distractions, stress, work overload, or connection issues. Of course, part of the issue is that many meetings contain a lot of information for different departments, and some of it simply isn’t useful to everyone attending.
Businesses that choose to partner with NICE VoIP call recording services have an advantage in this regard as they are better positioned to ensure information gets absorbed. This is because if someone is unable to take in all of the information presented during a meeting, the session is preserved for review in the future. Preserved sessions using Nice software also serve as a protective measure against misremembering key facts that were presented during a VoIP call.
One of the lessons learned about VoIP during the initial lockdown phases of Covid-19 actually came from middle schools, high schools, and colleges. While educators were busy trying to adjust lesson plans for online education, pranksters were a step ahead.
The practice of bombing or brigading various VoIP sessions became a common occurrence as open VoIP sessions were left vulnerable to random people joining. Although this led to mostly harmless disruptions, the implication for the discussion of sensitive business data became a stark reminder about the importance of VoIP call security.
Businesses that turn to solutions like Nice VoIP call recording services have the ability to document evidence of security breaches during video calls as well as examine sessions after the fact to see where security measures can be improved. Recorded calls can also help authorities identify and prosecute criminals who access VoIP sessions and sensitive data.
This can not only build confidence in employees, contractors, vendors, and colleagues in knowing that sensitive data discussed in VoIP calls remains safe, but it also works as a selling point. Being able to publicize the ability to maintain secure connections can go a long way in building brand power and attracting new clients while deterring would-be criminals.
What the future holds regarding Covid-19 remains to be seen, but one thing is clear: VoIP technology and the need to record VoIP calls are here to stay. Business owners who have not yet implemented a plan to preserve VoIP sessions may find themselves facing additional challenges down the road in the ever-changing world of business communications.