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Call recording for employee-customer experiences

Give your organisation the power to learn and improve from every interaction. Become even more proactive and productive in responding to evolving regulations, behaviours, and competitors. Gain the technology to playback, evaluate, and archive every customer contact.

Call Recording2021-10-30T11:35:14+00:00

Cross-industry, compliance-assured, call recording solutions

When you work with us, you instantly gain 25+ years of expertise and experience. That’s how you can be sure your call recording solution seamlessly integrates with your telecoms platform. Freeing you to focus on what drives revenue, rather than on what components connect to which network.

Deliver a memorable customer experience at scale

  • Minimising liability risk and ensuring regulatory compliance 
    Tools to document every client transaction 
  • Boosting operational efficiency  
    Sharing information quickly, seamlessly and securely – without the need to transcribe 
  • Identifying trends taking place within your business 
    Anticipating and resolving systemic issues with people or processes 
  • Increasing revenues  
    Sharing and promoting effective sales techniques 

Call recording for compliance records

Choose from a simple call recording roll-out as part of a hosted phone solution. Or gain a bespoke solution for complying with your industry’s regulation, such as MiFID II, PCI, or HIPAA

  • Detect emotions within customer conversations
    Harnessing the power of sentiment analysis 
  • Verify whether your calls are meeting compliance requirements
    Using advanced keyword spotting and speech analytics 
  • Secure and protect call records
    Managing built-in retention policies, permission levels, enterprise-grade encryption, with audit trails 

Collaboration as a Service

Arrow gives you integrated solutions that prioritise interoperability with your productivity. This means you get a customised single platform for your call recordings, with configurations and maintenance carried out through a single pane solution. Naturally, this gives you all the functionality needed to meet your compliance requirements.

  • Recorded interactions viewed by authorised employees only 
    Security with Single Sign-On and role-based access 
  • Prevent unauthorised data loss 
    Sensitive data is hidden and encrypted  
  • Define recording profiles to meet internal and external policy requirements 
    Archive recorded sessions to separate storage locations

About Us

With over 25 years in the business telecoms industry and an unrivalled reputation of delivering excellent, personal customer service, Arrow is one of very few companies in the UK able to provide a full telecoms, IT and energy consultancy and service proposition.

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We’re here to deliver a seamless, stable, reliable experience that your organisation can’t live without. As a Microsoft Gold partner, with our own voice platform and 25 years’ experience in Telecoms and IT services we’re perfectly positioned to do just that.

FAQs

How can I ensure PCI compliant call recording?2021-10-08T10:43:51+00:00

Our call recording software can be customised specifically to meet PCI Security Council standards around security management, policies and procedures. We can also provide the network infrastructure to support your compliance obligations.

Which regulations apply to call recording?2021-10-08T10:46:09+00:00

We specialise in supplying solutions for the strictest regulatory environments, which may include PCI, HIPAA, MiFID II, GDPR. These are for clients with specific requirements around storing, deleting and accessing call recording data.

What is intelligent call routing (ICR)?2021-10-08T14:27:44+00:00

This is where incoming calls are matched to the agent or department that can best solve the caller’s query. We can enable ICR for omnichannel strategies, so routing queries from social and digital channels as well as voice.

What is call barging?2021-10-08T18:53:45+00:00

This involves listening to conversations between a caller and an agent. Managers may want to check that standards are being kept, or a colleague may need to step in to support or add extra information.

Can I use call recording for call quality monitoring?2021-10-08T18:54:22+00:00

Yes. Our solutions enable you to store up to 50,000 minutes of MP3 audio, with options to integrate with platforms built for compliance around the likes of GDPR.

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