A guide to help manage risk and comply with mobile recording regulations.

1. Compliant Recording for mobile,
landines and SMS transactions
The CIO Guide
www.dialogsafe.com

2. Call Recording for Regulatory Compliance What you should be looking for
Financial organisations, Insurance call centres and oth- No change to user experience
ers that do business with customers on the telephone The experience from both the user and the customer
know that there are risks associated with phone based should be as close as possible to what it is today with-
transactions. Over the years, in order to manage the out recording. There should be no voice announce-
ments etc which act as smoke screens to cover up call
risk and more recently to comply with regulations in
set up delays.
some territories, they record their telephone calls. In an
effort to combat market abuse, some countries (UK and Security
Norway) have established legal requirements for call Centralized storage of all recording of both mobile and
recording extending it to all communication channels landline will eliminate any potential to work around the
including mobile calls and SMS. (Blackberry, Android, system and compromise call recording regulations.
Iphone, Windows Phone and Symbian)
Transparency
With the on-going challenges in financial markets and All calls and SMS should be transacted with minimum
change from normal to both parties
the no border nature of the industry, it is expected that
all jurisdictions will move towards a unified regulation
Lower IT overhead
of mandatory recording of all communication channels. Capital outlay should be minimal with cost added to the
monthly mobile tariff.
Consistent Corporate Image
Mobile Recording- The challenges
Call identification displays should be the same corpo-
rate identity as your landlines ensuring a professional
With the increasing growth in smartphones in the work-
correspondence with your customers.
place, the need to facilitate the inclusion of mobile (call
and SMS) recording into the corporate call recording Corporate Recording System Integration
platform is causing some concerns within the compli- Mobile calls should be recorded on your existing call
ance arena. The main challenge is to first find a vendor recording system for a complete recording solution
with one solution that can be operated across all smart- which reduces security risks as well as reduced training
phone operating systems, Blackberry, iPhone Windows and maintenance costs associated with a separate sys-
tem.
Phone and Android. Almost equally important is to have
no change to the user experience SMS recording
The solution should also have a process to record SMS.
What does it mean to the CIO
Adding mobile communication to the existing call re- Management Reporting Tools
A full suite of reports should be available for all levels of
cording platform presents new challenges. Regardless
administration covering %compliance, all calls, all mes-
of the technology chosen to handle their recording sages and non compliance alerts.
needs, when it comes to the responsibility of achieving
corporate objectives, and meeting the regulatory Full Roaming Capability
changes, the decision rests with the CIO. The CIO needs Don’t let roaming become an nightmare by choosing a
to understand the technology available to them and the system that has not been proven in roaming scenarios.
onus is on the CIO to select the recording solution
White Listing
which delivers a tamper proof, robust and is fully inte- The ability for users to provide a list of private numbers
grated with their existing recording platform. Using the which should be excluded from recording. These lists
existing call recording platform reduces the risk as well should be managed within the IT department to avoid
providing worthwhile ROI opportunity. security issues.
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3. What are your options Your chosen mobile recording solution should be
compatible with all types of smartphones
There are overall three different methods to overcome
the challenges and ensure that mobile calls are included
in your recording solution. They are not all equal and
can be grouped in terms of their reliability, cost effec-
tiveness, user experience and security.
The first option is to have people call one number, key
in a second number and then wait for a call-back on a
telephone line that is being recorded. This option is not
ideal both from the user experience and the corporate
image.
The second option is to install client software on the
mobile phones on which conversations can be re-
corded. This option is less reliable and secure as the
client software can be manipulated by the user as well
as being an administrative nightmare for your IT staff.
The third and most secure approach is to route all your
mobile calls (inbound and outbound) through your on-
site telephony system. The advantages of this approach
are numerous:
­ Centralised call recording
­ Inbound & outbound calls plus SMS
­ Leverages the existing call recording platform
­ Blackberry, iPhone, Android, Windows Phone
and Symbian compliant
­ Full Roaming capability
­ Integrates with all PBX and recorders
­ Keeps existing handsets and numbers
­ Hosted service option
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4. With DialogSafe, all calls and SMS from Blackberry, Android, Windows Phone and iPhone smartphones are routed
through the corporate PBX giving centralised recording of landline and mobiles on the corporate recording platform.
Solution Overview
Solution Features
DialogSafe extends existing phone recording infrastruc-
tures to incorporate mobile phone recording, enabling No change to existing Telecommunications plat-
organisations to comply with regulatory guidelines re- form investment;
lating to financial transactions and related conversa- No change to the user experience;
tions made by traders using company-issued phones. Central storage of all recordings;
Based on an innovative software solution for all smart- Software installed on handset to route calls
phone technology, our DialogSafe solution offers the through recording server;
simplest and most cost effective approach to recording Software supported on all leading Smart-
mobile phone calls within your company. phone’s including Blackberry, Android, Windows
Its flexibility means that it can be adapted easily to fit phone, Symbian and iPhone;
your business and your budget. There are options avail- All inbound and outbound calls automatically re-
able for in-house managed systems and off-site hosted corded;
services. The software integrates with your existing sys- All inbound and outbound SMS’s recorded
tems or can be supplied with the necessary hardware as Full Roaming Capability
a complete turnkey system. Users keep existing handsets, SIM and numbers;
‘pay-as-you-go’ hosted service or on-premise
DialogSafe compliant mobile phone recording solution
is tamper-proof, ensuring that all mobile calls are re- solution.
corded automatically, and recordings cannot be acci- Integrates with all PABX’s and call recorders
dentally lost, deleted or deliberately destroyed after the
event.
4 www.dialogsafe.com