UC TODAY Part 4 Regulate, Record, and Analyze UC and Collaboration Interactions
How can you be sure that your company is reaping all the benefits that come from Unified Communications (UC)?
One way to be sure, is to institute security measures into your UC platform. In a world of endless collaborations over a plethora of devices and a variety of inputs, you can only imagine the world of frustration that would ensue if regulators or lawyers came knocking on your door and you didn’t have a Unified Communications platform working on your behalf. Luckily, you do! As we discussed in previous entries, now that you are aggregating your communications on a singular platform, you just need to ensure your platform is performing to a set of standards custom fitted to satisfy your business needs.
That unique customization of the platform for your business is the key. For regulated industries such as securities, banking/finance, healthcare, and legal, the best offense is a great defense, and the next level of defense is to regulate, record, and analyze your UC and collaboration interactions.
The best way to go about such activities is to utilize an application that:
- Regulates: Lets you define communications policies. The best software possesses the ability to institute specific rules, such as blocking certain groups from communicating with one another in order to mitigate risk, but also has enough flexibility to release or reapply control when necessary. The Ethical Wall feature is a powerful feature through which these policies are enforced.
- Records: Will record any transmission—IM, voice, or video, but can also safely archive, and quickly retrieve the designated communication when called upon. Look for software that will record and save collaboration interactions.
- Analyzes: The best software can perform analytics that can block or flag certain words and phrases, or perhaps stop specific types of information from being transmitted, such as credit card numbers or patient health information to parties that are disallowed; can provide the ability to review and evaluate recordings for employee policy adherence, customer service issues, and legal compliance.
When we speak about collaboration technologies, we are describing voice, video, instant messaging, presence, and conferencing, or any combination thereof. In the business environment, over the course of a day, employees will engage in one, several, or all of these methods of communicating and over a variety of devices including the desktop, tablet, or mobile phone. From a business standpoint, when you envision the ways employees interact with clients, it could take place over any medium from the traditional office telephone to the web (such as on Twitter or Facebook). It is in your best interest to choose the best mode of technology to deliver the optimal level of service you can provide, while at the same time, protect your business and your clients from untold harm.
The arguments for collaboration are strong; its many benefits include increased employee productivity and improved customer service. There’s no real reason to limit collaboration especially with security measures like Ethical Wall in place that ensure compliance and mitigate risk with enforceable policy rules. Couple that with adequate employee training, and you have a formula that should justify your investment and demonstrate the benefits of UC in more ways than one.
Be sure to come back for the final installment of UC today—coming soon—where we reveal more about analyzing content and automating quality management from your UC platform.