Businesses and public services can benefit from Third Party Call Recording Verification and On-demand Confirmation.
Verification Recording is ideally used to record only part of the conversation for tracking or compliance reasons. A verification number is automatically generated for the caller and can be stored with the recording for later retrieval. Common users of our third party verification feature are brokers, traders, insurance, and police.
Additionally, many users have utilized this feature as a Telephonic Signature. Contracts, agreements, and other regulated industries have utilized our verification recorder as a third party telephonic signature service. The agent can call into the recorder, enter their ID via the phone keypad, and with proper verification gain access to the recorder. Additional keys may be entered to bind the customer to the recording, or the recorder will generate a unique ID after the telephonic signature is captured. This ID can then be added to the CRM and the recording can easily be tracked and retrieved for future reference.
On-demand confirmation recording can also be utilized with this feature. Employees can conference in the recorder when they require a call to be recorded to confirm a transaction or agreement. This recording confirmation allows the employee and the other user to obtain a verification number that provides proof of the transaction or agreement.
Typical Scenario: The agent on the call conferences the recorder to begin recording the conversation (The recorder is the third party). Once the call has ended, the call is stored with optional data appended to the notes field.
The recorder can be set up in two formats:
- Mail Box: Agent calls the recording server and the server begins to record and ends after the agent hangs up.
- 3rd Party Verification Recorder / Telephonic Signature: The recorder accepts the call, begins recording and appends a sequentially generated Verification number to the recording. The recording ends when the caller hangs up, or when the caller presses a specific key on the phone.
For both configurations and prior to recording start, additional numbers can be collected and added to the recording NOTES field. For example: Agent may add their Account Number, Order Number, Incident ID etc.
Additionally, the recorder may play back the auto-generated Verification number before the call ends. This allows the agent to input or notify the customer of their verification number for tracking purposes.
Currently, 3rd party verification recording is available for analog or T1 terminated lines.
Police in the field can call into the recorder to record and report incidents. When calling in, they input their ID (This info is attached to the recording). After inputting their ID, they input the Police Code and then begin recording their report.
Brokers and Traders
To verify a trade from a customer, a broker may connect to the recorder while the customer is on the phone. Once connected, they get a verbal verification of the trade. The customer and the broker can end the recording and have the Verification number played back to them before the call ends.
Insurance companies record calls during open-enrollment for compliance and policy review as well as telephonic signatures. During a call between the agent and customer, the agent will conference the call to the recorder, enter ID, account number, and start recording. The agent can press # to end the recording and the recorder will announce a reference number. The recorder disconnects the line and the agent can continue talking with the customer.