Call Recording On-Premise or Cloud Hosted

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Call Recording

Midland provides comprehensive call recording solutions for voice compliance, for recording phone calls and documenting the information they contain, offering features and functionality to meet the specific business needs and requirements of legal, industry and service-level compliance guidelines.

MidComs call recording solutions are uniquely designed to help businesses address and effectively manage regulatory compliance requirements.
Businesses in nearly every industry and country must ensure compliance with a wide range of government regulations. These are just a few of the compliance regulations that may apply to your organization:

  • Payment Card Industry Data Security Standard (PCI-DSS)
  • The Sarbanes-Oxley Act
  • Financial Services Authority
  • Fair Debt Collection Practices Act (FDCPA)
  • The Gramm-Leach-Bliley Financial Services Modernization Act
  • Do-Not-Call Implementation Act & Telemarketing Sales Rule
  • Health Insurance Portability and Accountability Act (HIPAA)
  • The Social Security Act
  • The Medicare Improvements for Patients and Providers Act
  • And more

These regulations can, and often do, affect call recording data storage and information usage. When recording calls for compliance purposes, organizations need to consider:

  • Phone recording storage security and information access
  • Types of data to be stored
  • Length of audio and screen recording storage time
  • Ability to produce a call recording quickly for investigator or regulator review

 

A Range of Call Recording Platforms to Integrate with your Phone System

Mitel Call Recording

MiVoice Call Recording users enjoy the familiarity of an Outlook-style interface to store and organize voice documents for their important business telephone conversations.
Mitel PVD technology enables users to store, organize and play back digital media files, or voice documents, of their phone-based conversations. These voice documents can then be used to effectively drive regulatory compliance, dispute resolution and risk management.

MiVoice Call Recording features include:

  • Selective recording, allowing only desired extensions to be monitored
  • State-of-the-art records navigation functionality
  • Ability to highlight, annotate and share select portions of a call recording
  • Call visualization, including sound spectrogram, displaying all activity that occurred throughout the call
  • Permissions-based security, providing discrete access to the entire call recording, or just a select segment
  • Call playback via encrypted media file streaming and sharing via link distribution for enhanced security
  • Optional ability to query recordings for spoken phrases, simplifying search and review of audio data for compliance and e-discovery requirements
  • Customize call storage, staging and purging based on a variety of criteria, such as account code, extension and caller ID

Oaisys Talkument Call Recording

Talkument call recording software provides businesses complete control over risk management, regulatory compliance, dispute resolution and other critical business concerns. Talkument supports compliance recording with regulations such as PCI, Sarbanes-Oxley, TSR, FDCPA, HIPAA, MIPPA, and others.

Talkument users enjoy the familiarity of an Outlook-style interface to store and organise the voice documents of their important business telephone conversations. Talkument software is unlike other call recording solutions, which offer only limited call logging functionality, due to the patented OAISYS Portable Voice Document (PVD™) technology at its core. OAISYS PVD technology enables users to store, organise and play back digital media files, or voice documents, of their phone-based conversations. These voice documents can then be used to effectively drive regulatory compliance, workforce collaboration, dispute resolution and risk management.

Talkument features include:

  • Ability to highlight, annotate and share select portions of a call recording
  • Selective recording, allowing only desired extensions to be monitored
  • all visualisation, which displays all activity that occurred throughout a call
  • Security permissions that provide discrete access to the entire call recording, or just a select segment
  • Call recording playback via encrypted media file streaming for an enhanced level of security
  • Flexible connectivity options, including IP station side, trunk side, digital station side and voice activated recording
  • Click-once installation and upgrade technology for faster, simpler deployment

Call Recording in the Cloud

The Mi-Cloud Gateway to the Cloud call recording service offers businesses the ability to record phone calls via a hosted or cloud-based hybrid model, which supports pre existing investments in on-premises business phone systems.

Key benefits of the Cloud hosted call recording service include:

  • Access to easy-to-use and affordable cloud-based call recording functionality that may have been unattainable in an outright purchase model
  • Transition to cloud-based applications at the right pace for you, without abandoning existing investments in premises-based voice services
  • Gain flexibility for your business—pay for hosted call recording service as you go and scale as you grow
  • Reduce maintenance and operational overhead, including hardware and facility expenses

Enquire About Call Recording

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Scroll down for Case Studies.

Business Mobiles

Midland are partners with all the major UK service providers and provide business mobiles on the best available tariffs.

We also offer a 4G Virtual Mobile Network with full Roaming.

Midland also provide apps to ensure your mobile devices can work as part of your overall IT requirements.

Mircosoft Integration

Make, receive, and transfer business calls in the office, at home, or on the road, using compatible IP phones, mobile phones, tablets, and PCs with rich calling features. Integrate Microsoft 365 with Skype for Business to answer, transfer, hold, and resume with a touch, and instantly transform a basic call into a collaborative session with text, video, and desktop sharing.

Customer Case Studies

Read case studies to see how our clients have made best use of our range of our unified communications and I.T. solutions and their onboard, inbuilt apps and extensions for the benefit of their workforce and for improving customer contact. Case Studies…

Cloud Hosted or On-Premise Phone System?

Visit this page for a breakdown of the features and benefits of both.

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Customer Case Study

UKDN Waterflow - Upgrade to a VoIP Phone System using a Mitel Platform

The Challenge

UKDN Waterflow had a number of separate offices each running an independent phone system. This was costly to maintain and inefficient. Calls between offices incurred the cost of external dialling.

MidComs was chosen to upgrade the phone system, converting to a VoIP Mitel platform across a stronger WAN.

The Solution

One of the immediate benefits was the ability to make 4 digit internal calls across all the offices.

MidComs have since undertaken a further upgrade to install a state of the art Customer Service Call Centre.

Below is a video testimonial from UKDN Waterflow explaining the main drivers for the upgrade and their installation experience with MidComs.

UKDN Waterflow Video Case Study

I felt that Mitel’s platform would perform best because it has a strong integration with Microsoft Lync, giving us a single point for contact. I also felt confident of the support that Midland would deliver.

Mac Chivers

Head of I.T., South Worcestershire Shared Services

We now have a ‘call listening’ facility which allows us to do call coaching training and critique our approach. It has helped us enhance our skills.

Susie Beard-Moore

Head of Sales & Customer Care, Cirencester Friendly Society

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