GARTNER: By 2025, 75% of conversations at work will be recorded and analyzed, enabling the discovery of added organizational value or risk

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The adoption of emerging tools and technologies for workplace communications is a growing phenomenon, regardless of the challenges brought on by the covid-19 pandemic. Remote and hybrid working arrangements have gradually become the new normal, making virtual meetings, conferences, and events prominent among the business community. Different messaging platforms witnessed an enormous surge in usage as they have proved to be highly beneficial for ongoing business activity without any impediment.

In addition to changes introduced in workplace communications, organizations are increasingly leveraging surveillance and archival technologies to monitor and record work-related communications because, from online meetings to simple client engagements, recording conversations in every communication channel is now crucial for many requirements, including compliance monitoring, customer support, employee onboarding.

In evaluating the future of recording conversations, the Gartner top 10 strategic predictions for 2021 and beyond published in October 2021 predicts that “By 2025, 75% of conversations at work will be recorded and analyzed, enabling the discovery of added organizational value or risk”, suggesting that recorded conversations can become immensely beneficial for organizations to gain ‘conversational intelligence’ by applying intelligent algorithms to the data.

How Can Recorded Work Conversations Bring Out Conversational Intelligence?

The valuable insights derived from the conversational data allow organizations to improve customer and employee experiences. For instance, some may be recording virtual one-on-one meetings with managers and company executives. If so, the exchanged conversations can be analyzed to measure employee satisfaction, detect trends and patterns, and the newly discovered information used to improve such meetings’ business value, employee satisfaction, and productivity.

Similarly, organizations can better understand how customers react to the employees in various engagements from the recorded data. For example, an organization may be recording sales-related communications with its clients. The recorded conversation may reveal what sales strategies will never work, persuade the customer to buy, or what words or phrases promote more customer engagement. Such insights enable companies to identify where they need improvements and devise better strategies to improve customer satisfaction with their businesses.

To date, some organizations may have recorded conversations solely as compliance requirements without realizing their potential benefits for improving business revenue. Therefore, Gartner’s prediction indicates the need for companies to assess the value of work conversation recordings for their long-term business goals. To do so, they can leverage technologies like Artificial Intelligence (AI), Machine Learning (ML), and Deep Learning (DL). Ultimately, conversational intelligence allows organizations to get a competitive advantage over their counterparts.

Recording Work Conversations: Challenges to Data Privacy

Along with this prediction, the report also emphasizes that while recorded communications could become a great asset for organizations, at the same time, they are a challenge for data privacy. Work conversations may include sensitive and private information, and recording conversations may invade employee privacy to an unacceptable level depending on what information is allowed to be exchanged through organizational communication channels.

Accordingly, organizations need to take data privacy seriously. They need to be accountable for the recorded data establishing proper data security mechanisms to protect them during the capturing, retaining, and retrieval processes. Companies need to ensure that they introduce proper privacy ethics and policies to mitigate the data privacy risks, while gaining the fullest advantages of having secure data archival solutions that support data encryption at transit and rest.

Most cloud-based storage services can secure data according to best-practice encryption methods and enable organizations to create access control whereby only the users who need access to the data for various requirements such as e-discovery requests are granted access to the data, while remaining inaccessible to third parties or cyber attackers.

The increased use of instant messaging solutions has also increased data privacy and loss risks. For example, China’s WeChat application surveilled Chinese nationals in other countries leading to several countries’ banning of the app. Also, WhatsApp’s privacy features like disappearing messages and archived chat features have complicated the recording of work-related communications because employees can deliberately delete that information to avoid illegal activities.

Thus, while in the future, as Gartner predicts, 75% of work-related conversations will be recorded and analyzed, the threat to data privacy and loss may also increase if companies do not take adequate measures. Organizations must invest in a secure and robust communication capturing and archival solution which is scalable enough to address growing data volumes and efficient enough to facilitate faster analytics and insights processing in the future.

Remote working is likely to remain the major work mode of many companies even after the pandemic, and BYOD devices and instant messaging solutions dominate the remote working environments. Therefore, companies must monitor and archive all digital communications in all work modes to generate the required organizational value while complying with various regulations.

How Can TeleMessage Help?

TeleMessage offers state-of-the-art, secure, and reliable mobile messaging solutions for organizations to record conversations at work. The TeleMessage Mobile Archiver allows organizations to capture voice calls, monitor text messages, multimedia, and documents, and archive them according to different mobile compliance requirements. Also, TeleMessage provides archivers for storing communications from multiple instant messaging apps such as its WhatsApp archiver, WeChat archiver, and Telegram archivers, which are identical for the regular applications.

With TeleMessage, the captured conversations will be secured with forward-looking mechanisms such as end-to-end encryption, password protection, and remote auto-locking. These mobile archiving solutions also can differentiate private conversations from business communications on BYOD devices. Organizations can upload those communications into an enterprise archive or retain them on-premises.

TeleMessage’s Secure Enterprise Messaging has also been designed to meet the compliance requirements of various regulatory bodies, including SEC, FINRA, SFC, HIPAA, and many more. These robust solutions allow organizations to capture information that could become value-generating assets and secure the data from various cybersecurity threats.

About TeleMessage

TeleMessage offers employees the freedom to use modern messaging applications on the mobile and desktop. Our mobile archiving products securely record content from mobile carriers and mobile devices, letting companies meet recordkeeping regulations and compliance requirements.

With multiple archiving solutions, you can always find the right tools or blend for your requirements:

TeleMessage offers cross-carrier and international mobile text & calls capture and archiving for corporate and BYOD phones. Visit our website at www.telemessage.com to learn more about our mobile archiving products.

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