Centile UK Director Justin Hamilton-Martin explains the complication Centile solves for mobile call recording
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 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.