More than ever, technology is at the heart of business processes. In this context, contact centers are entering a new age and will have to deeply transform themselves in order to offer ever better quality of service and gain agility in their operations.
The transformation of contact centers should accelerate significantly in the coming months and affect all players in the sector (both large and small contact centers), particularly thanks to the contribution of the cloud, for example, which enables very high value-added projects to be deployed rapidly and at controlled costs.
The recording of communications is no longer a need, but a real necessity that is becoming more and more common in many sectors of activity. The digital transformation accelerates the application of new regulations related to the protection of personal data and its conservation. Each need requires a customized migration to a 100% cloud infrastructure, respecting the constraints of each project at deployment.
Companies also articulate their needs, depending on the constraints that govern their sectors, according to the different compliance recording solutions. Marius Wantong, Chief Operating Officer of the French subsidiary ASC Technologies, shares with us some recommendations to ensure both the recording of communications in the cloud and its compliance.