8×8 Call Recordings

The recording of calls is included with all X series licenses, whilst the storage of call recordings can be chargeable depending on license type and duration of storage.

Audio is recorded in stereo, with separate streams for agent and customer, making it easy to understand agent demeanour and quality as well as customer sentiment.

Support PCI, HIPAA, GDPR and other compliance initiatives while recording up to 100% of interactions.

Automatic or on-demand pause/resume functionality allows specific portions of interactions, both screen and audio, to be redacted during and after the conversation.

8x8 Recording is an easy-to-use, full-featured interaction recording solution with a simplified interface and search capabilities. It provides encryption for audio and screen recordings.

Usually calls are recorded for a specific need. Typical reasons are legal compliance, coaching and training, quality control, fact verification and risk mitigation.

Under RIPA it is a tort to record or monitor a communication unlawfully. This means that if you think you have suffered from unlawful interception of your phone calls or e-mails you have the right to seek redress by taking civil action against the offender in the courts.

The interception, recording and monitoring of telephone calls is governed by a number of different pieces of UK legislation. The requirements of all relevant legislation must be complied with. The main ones are:

• Regulation of Investigatory Powers Act 2000 (``RIPA``)
• Telecommunications (Lawful Business Practice)(Interception of Communications) Regulations 2000 (``LBP Regulations``).
• Data Protection Act 1998.
• Telecommunications (Data Protection and Privacy) Regulations 1999.
• Human Rights Act 1998.

No. So long as the reason for the call recording is for regulatory reasons, to provide evidence of a business transaction, to ensure quality standards are maintained, to prevent crime, ensure correct usage of a telephone system.

No. as long as the recording or monitoring is done for one of the previously mentioned purposes the only obligation on businesses is to inform their own employees. If businesses want to record for any other purpose, such as market research, they will have to obtain your consent.

Yes they can, but only in a limited set of circumstances relevant for that business which have been defined by the LBP Regulations. The main ones are:

• to provide evidence of a business transaction. to ensure that a business complies with regulatory procedures. to see that quality standards or targets are being met in the interests of national security. to prevent or detect crime to investigate the unauthorised use of a telecom system. to secure the effective operation of the telecom system.

In addition, businesses can monitor, but not record, phone calls or e-mails that have been received to see whether they are relevant to the business (ie open an employee's voicemail or mailbox systems while they are away to see if there are any business communications stored there). However any interception of employees' communications must be proportionate and in accordance with Data Protection principles. The Information Commissioner has published a Data Protection Code on ``Monitoring at Work``. The Code is designed to help employers comply with the legal requirements of Data Protection Act 1988. Any enforcement action would be based on a failure to meet the requirements of the act - however relevant parts of the Code are likely to be cited in connection with any enforcement action relating to the processing of personal information in the employment context. Accordingly this Code of Practice and the Data Protection Act must also be considered by any business before it intercepts employees' communications.