In today’s business landscape, the discussions we have are becoming increasingly complex and multi-modal. Conversations no longer start and end with a single channel.
Chris Stapenhurst from Veritas concurs:
“As the leading electronic communication archiving provider, we’ve seen email’s dominance continue to shrink as electronic conversations are becoming increasingly chat, mobile and text based and often are spanning across multiple channels.”
Interactions may begin with a quick email message, then progress to a meeting on Zoom, then move to a chat room, and back to email. On the one hand, the versatility offered by the latest communication technology is an incredible resource, allowing us to access the most efficient and convenient ways to share information, based on each situation.
On the other hand, this revolution also presents a new challenge in data management. Not only are companies left struggling to track discussions end-to-end for eDiscovery and surveillance purposes, but they are left unable to unlock the full value of a holistic record of each interaction.
So, what is the solution?
The Challenges with Omnichannel Communication
Embracing the omnichannel era is now essential for any organization. Both customers and employees expect to be able to choose the communication channel that best suits their needs for any occasion.
More than 50% of consumers already use more than four touchpoints every time they interact with a brand. Plus, in the workplace, most of us rely on a combination of chat, calling, and video tools for productive, and effective collaboration.
But a disconnected strategy for managing the data collected throughout all these channels presents serious issues. Companies are left struggling trying to map networks, relationships, and data across content sources, creating complex, long-winded and expensive eDiscovery journeys.
To make matters worse, they can struggle to implement comprehensive surveillance strategies for compliance purposes, when each channel needs to be monitored separately. On top of that, a disconnected strategy leads to limited opportunities to embrace the latest evolutions in the communication market. AI tools powering automatic classification, sentiment analysis, and end-to-end evaluation work best in a unified environment.
Transforming Surveillance with Analytics
The key to success in this landscape, even before companies can apply innovative artificial intelligence and automation to their workflows, is a unified ecosystem. A comprehensive analytics engine that extends across all content sources and channels to track conversations from one environment to another, bridges the gaps for business leaders and teams.
With platforms like Veritas Alta Surveillance, businesses can capture relevant content across every ecosystem, leveraging solutions for monitoring, surveillance, intelligent eDiscovery, classification, and analysis, in one platform. Rather than having to jump between different platforms and tools, or conduct comprehensive search processes for eDiscovery, teams get an all-in-one environment.
They can maintain a holistic view of their entire communication ecosystem, while maintaining control over data retention, management, and expiry, setting policies and controls on a granular level.
The benefits of implementing such a solution include:
Streamlined and Simplified eDiscovery
Not only does an all-in-one analytics engine make it easier to capture a more holistic view of all communications data, but it empowers companies to fully optimize the eDiscovery process. Currently, review tasks account for around 65% of all eDiscovery costs, and consume endless resources in omnichannel environments.
However, with an end-to-end analytics engine, businesses can unify their data, and access intelligent tools, like auto summarization capabilities that offer a quick insight into the central data in each document. At the same time, they can leverage state-of-the-art solutions that help them to surface more value from their communications data.
Solutions like Veritas Alta Surveillance enable access to built-in automatic classification algorithms that can rapidly organize all forms of content into categories, helping companies to reduce redundant, obsolete, and trivial data in their ecosystems, to reduce wasted time. Plus, this strategy can improve data privacy and compliance, by flagging data based on its sensitivity or priority level.
Enhanced Surveillance
Alongside improving the eDiscovery process, a comprehensive analytics engine with built-in artificial intelligence helps companies to unlock new opportunities with surveillance. Business leaders can leverage auto summarization technologies for end-to-end conversations, consolidating information into one report, for a quick view of potential risks or compliance issues.
They can access immediate insights into potential threats that need to be addressed, without having to monitor each communication channel separately. What’s more, with built-in sentiment analysis capabilities, they can unlock insights into more than just the words spoken or typed into a conversation.
Sentiment analysis can help businesses to prioritize documents and conversations to review that may contain sensitive or relevant information. It can help businesses identify patterns in communication that may help them to improve customer service or address emerging problems before they have a negative impact on compliance, or business performance.
Comprehensive Data Control
Perhaps most importantly, an end-to-end analytics engine that covers all communication channels and conversations empowers businesses to maintain more control over their data. With an all-in-one strategy for monitoring and analysis, there’s less risk of data being lost as the business evolves.
Companies can implement their own end-to-end policies for everything from data classification to auto-summarization and discovery. Plus, they can determine exactly which data they want to use to unlock new opportunities, such as training artificial intelligence systems.
The Power of a Complete Analytics Engine
Communication journeys are no longer simple or linear. They move between countless channels and environments on a regular basis, and business leaders need to be able to keep track of each component of every conversation. An analytics engine like Veritas Alta Surveillance bridges the gaps between channels, and empowers eDiscovery, surveillance, and analytical teams to accomplish more, in less time, with fewer resources.
“A holistic review platform requires a single interface regardless of the channels used, be it email, chat, voice, mobile and text. If you are using multiple solutions to conduct review today, you are simply not getting the full picture,” says Stapenhurst.
With this engine, businesses can eliminate the gaps in their data, improve their compliance standards, enhance Surveillance and eDiscovery, and draw more value from each interaction.
For more information on Veritas Surveillance, click here.
Watch this short video on Veritas’ omnichannel capture capabilities.
