Call compliance software is designed to help businesses adhere to strict industry regulations and maintain high standards of customer service. By automating processes related to call recording, monitoring, and reporting, these solutions enable organizations to better manage their call center operations, improve customer interactions, and mitigate the risk of legal and financial penalties.
Call compliance software can be particularly valuable in highly regulated industries, such as financial services, healthcare, and telecommunications, where companies must comply with rules around customer communications, data security, and privacy. Today the market is full of excellent call compliance software solutions, each one offering unique capabilities and catering to different business needs. To help simplify your search, we have carefully researched and compiled a list of the top call compliance software based on factors such as ease of integration, functionality, customization, scalability, and customer reviews.
Whether you are a small business owner or an enterprise executive, our top picks of call compliance software will provide you with the tools and resources to ensure your organization remains compliant and your customer interactions are of the highest quality. Explore these solutions to find the one that best aligns with your business needs and regulatory requirements.
8×8 is a NASDAQ-listed Software-as-a-Service provider specializing in business communications. Its solutions encompass voice, video, chat, contact center, and enterprise-class API, all powered by a single global cloud communications platform.
8×8 adheres to a variety of stringent security and compliance certifications, including HIPAA, FISMA/NIST SP 800-53 R5, and ISO 27001:2013. While HIPAA allows it to provide Business Associate Agreements for Covered Entities, the FISMA Moderate level certification ensures it meets NIST/FIPS encryption standards. The ISO 27001:2013 certification verifies that 8×8’s information security management system meets international standards. Additionally, 8×8 adheres to GDPR, which addresses data protection and privacy concerns for personal information transfers outside the EU and EEA areas. With a commitment to data protection and secure operations, 8×8 employs cybersecurity controls assessed against applicable trust services standards. The company is also an active part of the 8×8 Robocall Mitigation Database Entry and maintains STIR/SHAKEN compliance by signing all service-originating calls in accordance with FCC rules.
This solution complies with FCC requirements for Consumer Proprietary Network Information protection and is a part of the EU-US Privacy Shield framework, which offers a seal of assurance for EU data protection compliance.
Alvaria, a prominent provider of contact center solutions, offers comprehensive services that ensure compliance with outbound calling regulations and secure sensitive customer data. With expertise in both inbound and outbound contact management, journey management, and workforce engagement tools, Alvaria enables organizations to boost customer satisfaction and maintain call center compliance.
Their patented tools adhere to regulatory guidelines such as TCPA, CFPB, and Ofcom, ensuring that the risk of fines and lawsuits is minimized. They also offer advanced compliance controls such as convenient time-to-call, channel preference routing, and per attempt call control capabilities. Alvaria’s compliance tools are easy-to-configure and manageable, with outbound compliance support features including real-time updating of Do Not Call lists, time zone and jurisdiction mapping, consent flagging, and harassment control.
Alvaria also offers centralized compliance rules across an enterprise using a Compliance Hub and features such as automated campaign management and intelligent decisioning. By utilizing Alvaria’s comprehensive contact center solutions, organizations can create a seamless and compliant customer experience, while maintaining contact center productivity.
Webex Contact Center is a comprehensive omnichannel cloud contact center solution designed to enhance customer experiences and improve overall business results. Developed specifically for cloud-based utilization, this platform offers innovative features, flexibility, and agility, while ensuring high levels of security and scalability.
The platform incorporates robust routing and queue management, automatic call distribution (ACD), disposition codes, and various callback options to optimize agent productivity and customer interactions. Webex Contact Center also supports remote agent operations and features built-in disaster recovery, single sign-on (SSO), and Webex Control Hub for seamless access and management. Additional functionalities include music on hold, email and chat capabilities, and self-service interactive voice response (IVR) systems that provide touch-tone input options. The platform is capable of integrating with leading CRM applications and offers computer telephony integration (CTI), enhancing overall efficiency.
Webex Contact Center’s reporting and dashboard features help businesses monitor performance, gather insights, and ultimately refine their customer engagement strategies. As a cost-effective subscription-based service, Webex Contact Center expedites revenue generation and market penetration with minimal initial capital investments.
Five9 Intelligent Cloud Contact Center is a reliable and secure platform designed to improve agent engagement and deliver tangible business results. The company continuously evolves its platform to ensure compliance with global data protection regulations like GDPR, CCPA/CPRA, and PIPEDA. Five9 works closely with customers to understand and meet their regional privacy requirements.
Key features of the platform include digital engagement, workflow automation, workforce optimization, and practical AI. Five9 follows strict security and compliance standards, evidenced by its completion of a SOC 2 Type 2 audit and its status as a Level 1 PCI DSS Service Provider. In terms of infrastructure, Five9 adheres to security standards and best practices from ISO 27001/27002, COBIT, PCI DSS, NIST, and Cloud Security Alliance (CSA). Data centers are audited frequently, with various safeguards implemented (including secure data storage, real-time intrusion detection, and application security). The platform also offers user access management features and encryption for data at rest and in transit.
Five9 offers geographic redundancy and backs up customer data at an alternative facility. This helps customers to maintain their operations in the event of a natural disaster or other unforeseen events. The platform is trusted by healthcare providers, insurance companies, and business process outsourcers.
Genesys Cloud CX is a unified customer experience platform developed by Genesys Telecommunications Laboratories, Inc., an American software company that specializes in CX and call center technology for mid-sized and large businesses. The platform enables organizations to deliver proactive, predictive, and personalized experiences across various channels such as phone, email, chat, text, and social media.
One of Genesys’ core focuses is information security and privacy assurance, as it acknowledges the importance of protecting the needs of its customers, partners, and end-users. The company continually improves its compliance portfolio, driving security enhancement through adherence to relevant industry standards and best practices. This commitment to security and compliance is demonstrated through various internal and external audits, where independent parties review and confirm the effectiveness of Genesys’ security measures. Genesys Cloud CX distinguishes itself by aligning with international standards, national legislation, and industry best practices to provide a secure and privacy-focused customer experience solution.
This commitment showcases Genesys’ dedication to being best in class not only in terms of its products and services but also in the security and privacy space. This solution helps deepen customer connections and also enhances employee productivity and engagement.
NICE inContact CXone is a cloud-based contact center platform designed to manage customer interactions across various communication channels. Through the NICE Trust Office, a dedicated team of cloud security experts, organizations can protect their critical company data, reduce overhead, and maintain rigorous compliance with industry standards.
The platform is known for its strong security measures and offers a 99.99% guaranteed uptime, with constant monitoring from two NOCs on a 24/7/365 basis. The CXone solution is compliant with several regulations and standards including FedRAMP, PCI DSS, HITRUST, SOC2, GDPR, IRAP, Cyber Essentials, and CCPA, ensuring robust data protection in various sectors. This platform is compliant with accessibility guidelines outlined in Section 508 of the Rehabilitation Act of 1973 and supports HIPAA and HITECH Act requirements for handling protected health information (PHI). NICE inContact CXone demonstrates a firm commitment to upholding compliance standards and providing secure solutions in the evolving technology market.
The platform’s expertise spans government, healthcare, financial, and other industries, emphasizing its versatility and adaptability to cater to the unique security needs of different sectors.
Talkdesk is a leading global cloud contact center platform designed for enterprises of various sizes. This innovative platform utilizes AI and automation to enhance customer outcomes and boost operational efficiency. It aims to improve customer experiences, reduce costs, and increase revenue by being a flexible and trustworthy solution for organizations.
The platform is built with a focus on security, privacy, and compliance, making it suitable for businesses in various industries. Talkdesk provides a wide range of security certifications and standards, including multifactor authentication and integration support. It ensures a smooth user experience even for remote workforces without compromising system performance or compliance. The platform offers self-service identity authentication for improved customer experiences and data protection. With over 30 security certifications, such as SOC 2 and 3, ISO 27001, PCI DSS Level 1, HIPAA, GDPR, and ISO 22301 Business Continuity certification, Talkdesk ensures that customer data is secure and adheres to strict security frameworks and privacy laws.
As part of its commitment to compliance, Talkdesk works closely with its provider partners to implement SHAKEN/STIR and maintain compliance with government regulations. Additionally, the platform implements A2P 10DLC registrations to ensure reliable business SMS texting and compliance with carrier requirements.
Everything You Need To Know About Call Compliance Software (FAQs)
What Is Call Compliance Software?
Call compliance software is a type of software that is designed to help organizations make sure that their voice communications and call recording practices are in compliance with any legal and industry specific regulation they have to follow. This is particularly useful for industries with very strict regulatory requirements such as healthcare and finance, as well as in call centers. This software is sometimes known as call recording compliance software or call monitoring compliance software.
Contact centers and customer service organizations make use of this software to ensure their customer interactions are not failing to meet established quality and compliance standards. For healthcare organizations, there are a number of patient protection regulations (like HIPAA) to consider when recording private medical details. Similarly, the financial sector has regulations on retention of details relating to financial transactions. These are governed by regulations such as MiFID in Europe or Dodd-Frank in the US.
Why Is Call Compliance Software Important?
Compliance violations cause upheavals, drain resources, and can lead to a loss of reputation. This can be highly damaging, especially for small and growing businesses. Some key areas where call compliance software can contribute positively include the following:
- Meet legal requirements. For businesses to operate within the boundaries of the law they must ensure that all actions they take are in accordance with the necessary regulations. Call compliance software makes this goal far more achievable and can help to save organizations from the hefty fines and other legal consequences that come with failure to comply.
- Maintain privacy for customers. As data is increasingly the target of cyber-attacks the subject of data privacy has become more and more important. A benefit of keeping up with compliance is the increase in protection for sensitive customer information, as these regulations often stipulate how data should be handled.
- Enhance reputation. Maintaining compliance demonstrates to potential customers that your organization is committed to safe and ethical business practices. Over time this earns the organization a good reputation, and that reputation will attract more customers and partners. It will also help to retain existing customers and create long term customer relationships built on trust.
What Features Should You Look For In Call Compliance Software?
Call compliance software provides users with a range of features and functionalities to help organizations meet regulatory requirements and ensure their voice communications and call recording practices are in line with those requirements. Some key feature to look out for include:
- Call recording and monitoring. Recording and monitoring calls is a crucial component of call compliance software as organizations often use these solutions to capture and store audio recordings of phone calls where sensitive information may be exchanged. This is important for compliance and record keeping. It also allows managers to review calls and interactions, ensuring that any required scripts or guidelines have been followed.
- Specific compliance tools. These are designed to facilitate specific aspects of compliance, and may include consent management, call disposition codes, redaction, and reporting.
- Reporting and analytics. This is an important feature for any call compliance solution to include as it provides valuable insights into performance metrics and helps managers to improve efficiency and make better informed decisions regarding compliance. These insights can also be useful for identifying areas that need improving and compiling training content to cover those areas.
- Integration. It is useful for any call compliance solution you consider to be able to integrate with other systems in use at the organizations, such as CRM, video conferencing. This will improve customer interactions and streamline the management of data for compliance purposes.
- Data encryption. In order to secure sensitive call data, call compliance solutions will often provide encryption features to ensure security for data, both while stored and in transit.
- Archiving and retention. In order to adhere to compliance rules regarding data retention periods, call compliance software solutions need to be capable of managing the retention of recorded calls.
