Screen recording capabilities introduced by Content Guru are a significant boost to security compliance, claims the company, which has rolled out the service worldwide via its storm platform.
"Whether deployed independently to recreate the flow of a digital interaction, or replaying screen activity in conjunction with audio recording, this new capability provides organisations with a view of contact centre operations, enabling them to better understand their agents and optimise customer engagement by improving agent training and enabling scenario reconstruction around disputed events," explained Product Director, Richard Manthorpe.
He also noted that across all sectors, particularly financial, government and healthcare, more organisations are legally required to provide full visibility over their customer interactions.
Directives such as the Markets in Financial Instruments Directive II (MiFID II) place penalties on companies that cannot prove they have offered suitable and appropriate client advice.
The introduction of the General Data Protection Regulation (GDPR) in May 2018 furthered the requirement for organisations to monitor customer engagement, as contacting people without their explicit consent could result in fines of up to 2% of global annual turnover.
Furthermore, organisations with enhanced security needs, such as those in central government and the financial sector, require access to historical recordings in the event of legal investigations.
"storm’s new recording solution supports compliance to these evolving regulations, enabling organisations to record, store and replay screen activity, simultaneously with audio where required," added Manthorpe.