Launch of new cloud Secure Call Recording solution
20/04/2023 07:00
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RNS Number : 8236W Eckoh PLC 20 April 2023
20 April 2023
RNS Reach
Eckoh plc
("Eckoh", the "Group", or the "Company")
Launch of new cloud Secure Call Recording solution
- Enterprises can record, transcribe, and analyse thousands of calls on demand
- Sensitive payment and personal data is automatically redacted from
conversations
- AI-powered solution unlocks valuable business intelligence and simplifies
agent monitoring
- Launch underpins expected growth in cross selling revenue and new client
contracts
Eckoh plc (AIM: ECK) the global provider of Customer Engagement Security
Solutions, announces the launch of a ground-breaking new cloud-based Secure
Call Recording ('SCR') solution for contact centres, that delivers business
insight at speed and scale using artificial intelligence ('AI') and the
ability to instantly monitor and improve agent performance to suit an
increasingly hybrid working environment.
In development for over a year and designed primarily as a cloud-based
solution (but also available to existing on premise clients), Eckoh's SCR
integrates seamlessly with Genesys, Cisco, Avaya, Twilio and other leading
telephony platforms and is intended to meet the growing demand from
enterprises who are re-evaluating their existing legacy call recording
solutions.
From market research, 24% of US contact centres have said they are looking to
update their call recording solution in the next 12 months*. Eckoh believes
that this new solution will appeal to existing and new clients alike who are
seeking to unlock the huge amount of business intelligence contained within
their call and chat records.
Eckoh's vision is to make the world more secure, and our global cloud
platforms are already trusted by some of the largest global enterprises to
protect their customer engagement payment processes. SCR is a highly
complementary and quick addition for those existing CallGuard and CardEasy
clients and is expected to underpin the anticipated growth in cross selling
revenue as well as generating new client contracts.
At Eckoh, we're on a mission to set the standard for secure interactions
between consumers and brands and this new addition to our portfolio includes
several innovations:
· Certain sensitive data will be redacted automatically, while companies
can build specific business rules for eliminating other types of data or
dialogue they do not wish to store.
· Calls and text-based conversations are handled securely, in line with
the Payment Card Industry Data Security Standard ('PCI DSS') and other
relevant data protection regulations.
· Improved monitoring of agent quality and performance especially from
remote locations - a critical challenge now most contact centre operations are
operating a hybrid workplace model.
· AI-powered transcription, sentiment, and emotion recognition tools are
embedded within the SCR solution as standard, enabling the client to easily
analyse, identify, and address business and agent issues, without needing to
listen to thousands of calls or manually review text-based conversations.
· Machine learning technology automatically highlights the red flag
conversations that matter most. Contact centre managers or supervisors can
immediately examine contentious moments in calls or transcripts - and respond
with greater agility - making training, compliance, and dispute resolution a
simpler, quicker and more efficient process.
· Organisations can analyse thousands of transcripts using keyword tags
to spot emerging trends in conversations and identify wider business issues
around new products, services, or operational problems. Teams can react
quickly to protect the customer experience and strengthen loyalty.
Nik Philpot, Chief Executive Officer at Eckoh, said:
"Eckoh has transformed the traditional, passive process of recording calls
into a dynamic AI-powered solution that delivers high value insight back to
the business, secures customer data and simplifies the task of managing agent
performance. Companies can save valuable time and resources performing common
tasks, while gaining actionable insights to enhance the customer experience,
improve the wider business and achieve a competitive advantage.
In line with our stated strategy of broadening our cloud offering into other
highly complementary data security solutions, this launch is a huge milestone
given its widespread applicability and timeliness with current client demand.
Given our position as a trusted security vendor to large enterprises and based
on their feedback gathered before and during development, we expect Secure
Call Recording to be really well received by our existing clients. We also
expect interest from new clients who are attracted to a highly cost-effective
and fully featured alternative to aging or more basic recording solutions,
which will then give them visibility of and access to our broader data
security portfolio."
In summary, Secure Call Recording offers a broad range of business advantages
including:
· Enables enterprises to automatically redact sensitive customer
information
· Saves organisations from maintaining legacy, low value recording
equipment or solutions
· Secures and streamlines call recording and management
· Brings recordings and text-based messaging conversations from multiple
tools, contact centres, hybrid workforces and outsourcing partners into one
place
· Automatically analyses customer and agent sentiment to highlight
operational issues
· Simplifies quality monitoring, training, and compliance processes
· Speeds up audits, disputes, investigations, and consumer data privacy
access requests
* Source: Contact Babel - US Contact Centers 2022-2026 the State of the
Industry
- Ends -
For further information please contact:
Eckoh plc Tel: 01442 458 300
Nik Philpot, Chief Executive Officer
Chrissie Herbert, Chief Financial Officer
www.eckoh.com (http://www.eckoh.com)
FTI Consulting LLP Tel: 020 3727 1017
Ed Bridges / Emma Hall / Tom Blundell / Emily Bowen
eckoh@fticonsulting.com (mailto:eckoh@fticonsulting.com)
Singer Capital Markets (Nomad & Joint Broker) Tel: 020 7496 3000
Shaun Dobson / Tom Salvesen / Alex Bond
www.singercm.com (http://www.singercm.com)
Investec Bank plc (Joint Broker) Tel: 020 7597 5970
Patrick Robb / Nick Prowting / Shalin Bhamra
www.investec.com (http://www.investec.com)
About Eckoh plc
Eckoh is a global provider of Customer Engagement Security Solutions,
supporting an international client base from its offices in the UK and US.
Our Customer Engagement Security Solutions enable enquiries and transactions
to be performed on whatever device the customer chooses, allowing
organisations to increase efficiency, lower operational costs and provide a
true omnichannel experience.
We help our clients to take payments and transact securely with their
customers through all customer engagement channels. The solutions, which are
protected by multiple patents, remove sensitive personal and payment data from
contact centres and IT environments and are delivered globally through our
multiple cloud platforms or can be deployed on the client's site. They offer
merchants a simple and effective way to reduce the risk of fraud, secure
sensitive data and become compliant with the Payment Card Industry Data
Security Standards ("PCI DSS") and wider data security regulations.
Eckoh has been a PCI DSS Level One Accredited Service Provider since 2010, and
our extensive portfolio of typically large enterprise clients come from a
broad range of vertical markets and includes government departments, telecoms
providers, retailers, utility providers and financial services organisations.
For more information go to www.eckoh.com or email MediaResponseUK@eckoh.com.
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