UC&C31 May 2019 · 3 min read

Centile says with FMC, Comes Flexibility & Agility

As it stands, most service providers manage mobile calls via traditional cellular network routing, which lacks the control inherent to some modern Unified Communications platforms. When a user dials from their SIM, including calls to a UC platform, it is generally cumbersome and often requires user intervention. When it comes to mobile call recording and compliance, the problem lies in the fact that currently, whenever organizations do telephony reporting; data are pulled from various sources.

These factors, according to Hamilton, restrict vital processes like audit trails and recording from any device.

The latest generation of UC platforms are more adaptable than ever before and can integrate, as well as control a phone’s native SIM, instead of only an app, removing a hefty barrier in the call recordings industry. Centile is leading the revolution in this respect, helping end users interact with call recording technology using their mobile devices, using the native SIM. Sales, support, HR, and other compliance-driven markets might need to distinguish between work and personal calls for recording purposes.

Centile UK Director Justin Hamilton-Martin said:

“Until now, mobile call recording was stopping mobile adoption in compliance-driven organizations"

However, the latest in UC and FMC overcomes this and is an example of how these technologies enable Digital Transformation, as well as being catalysts for new channel revenue. This is why it is important for the channel to understand the latest in call recording technology and to help organizations make the most of it. Those end-user organizations already know what they want to achieve from call recordings.”

Enhancing the user experience

So how does Centile pull this off without adopting an all or nothing approach? They use contextual and ‘on demand’ call recording, which has various types of triggers. Triggers are based on the asset (the number dialed to/from), as well as contextual triggers, such as the location where the mobile is being used. In fact, you can base triggers on any logic passed through the call platform during the set up of a call.

For employees who work digitally with a mobile phone as their main device – the default might be set not to record calls. When in the office, the default is likely set to record, however, users can select a call to record, depending on the number dialed out/in. To give end-user organizations reassurance and confidence, Centile added a compliance officer user profile to notify if a recording is listened to.

“This is an example of how what might sound like ‘just another feature’ is, in fact, a game-changer for end users, plus a potential new business opportunity for resellers/service providers to develop use-case based service bundles targeted at specific industries or job functions,” said Hamilton-Martin

Centile says, mobile-first

Centile is clever in what it is doing and aware of how it is today enabling high-level UC functionalities with its mobile-first approach to customer experience. For Centile, they manifest agility through integration with essential enterprise apps and take things a step further to enable, for example, transcription from any device, enhancing overarching call logging features, as well as, reporting, and analytics.

When it comes to customer and user experience, the implications of such features mean organizations can paint a clearer picture into customer service stats and employee behaviors. For resellers, once they establish FMC, they then have authority over all the device assets, lending access to centralized control across IP phones, softphones, mobiles, mobile SIMs, and apps.

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