George Orwell’s depiction of a 1984 nation under surveillance may have warned of despair and social degradation but in 2011, when ‘Big Brother’ has taken on a whole other meaning, is it as bad as he predicted? David Cameron is no doubt cursing the day (probably whilst putting out his bin filled with 2 week old rubbish and a family of maggots), when Charles Ginsberg invented the first video camera as images of his election campaign are replayed and his U-turn in policy is brought into damning juxtaposition.
Having incontestable evidence of correspondence is no longer a luxury; it is a business necessity. Nobody would question archiving emails for months and years against customer and business accounts in order to track orders, contracts and agreements. And yet some consumers are still questioning why calls ‘may be recorded for monitoring and protection purposes’. As far as I can tell, being able to prove what has been said over the phone is of as much benefit to the customer as to the business especially when I am still waiting for my replacement dishwasher 2 weeks after the delivery date.
With the FSA announcing that mobile calls are no longer exempt from regulations for various financial sectors, including insurance brokers and financial advisors, and litigation culture on the rise, it is more important than ever for SMEs to invest in a smart and powerful call recording, logging, archiving and searching system.
So whilst on one hand, I am sure I am not alone in wishing that George Galloway’s excrutiating cat impression could disappear into the Channel 4 abyss, the benefits of tracking all business exchanges is irrefutable with Voice being at the centre of this for as long as we continue to conduct business over the phone.
About Lily Systems
Lily Systems, the Voice & Data Specialists bring together a team with over twenty years experience in IP Networking and Communications. Our goal is to work closely alongside our clients to understand their needs and introduce the most appropriate and advanced technology on the market for converged IP applications and unified communications solutions.
Contact Lily Systems – The Voice & Data Specialists today Tel: 01858 450440 Email: firstname.lastname@example.org