Collecting and analyzing data is one of the main sources of organizations when it comes to marketing and adapting their business strategy and decision making, which entails responsibility and administration and requires a well structured IT infrastructure. According to the GDPR organizations that handle customer data are responsible to properly manage, document and log help desk workflows and data collected by call centers and customer services. Nowadays this task usually devolves to third-party solutions, such as CARIN that can take care of all the aforementioned requirements in a unified administrational platform so your agents can focus their energy on your customers.

CARIN is a full-featured omnichannel recorder that enables you not only to capture, but store, manage, utilize and share all interactions in accordance with legislative company guidelines. In this blog post we would like to guide you through the data lifecycle management of CARIN.

1. Creation of Data

CARIN is a premiere Cisco Compatible solution and supports not only Cisco Unified Communications systems, but Avaya, BroadSoft, BT Trading and Command equipment and any other SIP compliant telephony solution. Due to the wide coverage and CARIN’s flexible API, the system provides the proper recording capabilities for basically any business with compliance liabilities. The CARIN completeness audit feature displays and therefore confirms that compliance related calls are recorded.

The solution provides multiple recording options and modes to suit all major enterprise requirements, such as:

  • Full - all calls are recorded for monitored extensions.
  • Selective - only preconfigured extensions are recorded.
  • On-demand - Every call is recorded, but only saved calls are kept. Users can save a call at any time during the call and even after, until agents start a new recording session.
  • Relevant part only - Only the relevant parts of a call are saved. During calls, users can mark relevant sections of calls to be exclusively recorded.
  • Sensitive part suppressed - Every call is recorded but sensitive parts are suppressed. During calls, users can mark sections of calls that should not be recorded.

Besides, users can view call diagrams about the frequency rate of customer contacts on the interactive dashboard of CARIN that can be securely accessed via the web application of the system. The dashboard also displays real-time data like ongoing calls, the state of storage capacity and last calls as well, so that company representatives can always be up-to-date.

2. Storage

When a call session is over, after transcoding the recording automatically gets uploaded onto your chosen storage space and is immediately transferred into the right folder of the web application. CARIN uses AES technology to encrypt recorded conversations. The CARIN server can be integrated into your storage area network (SAN). In case of special request, the CARIN storage folder can be configured on a high reliability external storage independently from CARIN. The system can be installed on-prem or as a cloud-based solution. CARIN supports all major cloud services such as Microsoft Azure, Amazon Web Services, etc.

The solution can be configured for high-availability (HA), which option includes built-in mediasync for an extra layer of protection and compliance.

At this stage of the process, data is active and ready to be used by the company.

3. Usage

Only users with the correspondent privilege rights are entitled to access recordings. The CARIN quick search functionality facilitates navigation among the thousands of recordings and enables users to filter recordings by metadata and comment templates. The captured conversations are retrievable at any time. The enhanced CARIN player further saturates the dataset, since agents can highlight relevant parts of important calls and transcribe them, which are the features of the marker functionality of the player.

In CARIN all data is searchable to complement and serve the company marketing strategies. Due to specific information added by agents keywords can be easily spotted and put into use for marketing and sales. The system provides the following additional modules so that you can utilize the collected data and extract valuable information for business development purposes:

  • Robust integrated reporting tool with report scheduling
  • Quality Assurance
  • Transcription

4. Archival

Processed recordings which are no longer necessary part of the workflow yet still need to be kept for compliance reasons can be set aside securely by archiving them. Archived interactions can be retrieved on-demand with the appropriate user keys. Furthermore, archiving files can be useful during transferring a large amount of data at once. Compiling information and its metadata and files in general free up storage space and eliminate unnecessary data hoarding and reduce costs.

Via the GUI system administrators can designate storage folders to specify the categorization of recordings by configuring target folders and archival rules. The system provides the option to set data retention policies according to your own company policy and liabilities. The CARIN system differentiates data retention policies into two categories, archival and deletion.

5. Destruction

Multiple data retention policies can be installed so certain calls can be kept for many purposes and goals without losing information. When a recording is no longer necessary based on the preconfigured rules, it gets automatically deleted. Manually deleted calls are displayed in the event log for security purposes, however recordings that are deleted due to compliance disappear completely after deletion.

All actions and modifications require the appropriate access keys and privilege rights and are listed, administered and logged in the system.

After configuration the above mentioned five-step process can manage itself round-the-clock. Having the right tools for data management has become essential for contact centers especially since these are often large enterprises that operate multiple branch offices. CARIN can be configured for single and multisite operation as well. During product development one of TC&C’s main priority has always been to create innovative solutions that can suit a wide range of organizations.

Contact us so we can start tailoring your CARIN according to your needs.