4 reasons you need a fast and simple way to capture mobile calls & SMS

Australians love their mobile phones. With 90% of our population owning a smartphone¹, and 80% of customers globally expecting agents to assist them with everything they need from service to sales support², there’s a huge amount of valuable information that remains unrecorded and unexamined by legacy call recording solutions.

In this mobile-first world, both mobile voice and SMS interactions need to be captured – to extract actionable business intelligence, prove what was said and trigger alerts.

And it’s not just for the benefit of your business. As well as ensuring greater regulatory compliance, the ability to extract customer insights across all mobile touchpoints facilitates dispute resolution and drives efficiencies and service improvements that enhance your customers’ overall experience.

1.     Compliance

Having an accurate, easy to locate record of mobile calls and SMS helps meet the challenge of increasing regulatory scrutiny. This includes the need to capture the conversations held by hybrid and field workers in different locations and on different devices.

2.     Dispute resolution

Having evidence of mobile conversations and SMS supports dispute resolution and can help eliminate ambiguity in communications.

3.     Customer intelligence

Customer feedback plays a critical role in informed decision-making, while automated sentiment and complaint detection can provide vital insights into what your customers think and feel in real-time.

4.     Employee experience

Automated processes and data collection can improve the sales and service performance of your team, while the ability to detect exchanges in recorded calls, on SMS protects your team.

Optus Mobile Voice Recording and Mobile SMS Analytics is Australia's first network-integrated, cloud-native mobile recording and AI-driven insights solution and is available solely through Optus today. 

It is embedded in the Optus mobile network, eliminating the need for on-premise hardware, and can be easily deployed and scaled. It can also help deliver ROI more quickly than traditional call recording solutions. 

This solution leverages artificial intelligence (AI) technologies to provide advanced features such as transcriptions, sentiment analysis and keyword spotting. These AI-driven insights enable you to derive valuable insights from the recorded calls, enhancing decision-making and customer service.

Now you can instantly, easily and cost-effectively capture, record, transcribe and analyse mobile calls and SMS between employees and customers and – best of all – extract valuable business insights to give you the competitive edge.

Further information

Learn more about Mobile Voice Recording here, contact your Optus account manager or request a call back below for more information. 

¹ https://worldmetrics.org/australian-mobile-phone-statistics/

² CX Trends 2024 | Embrace the future of AI-powered CX (zendesk.com) – Report: Best practices for conversational commerce: CX trends 2024