In today’s business landscape, the discussions we have are becoming increasingly complex and multi-modal. Conversations no longer start and end with a single channel.
Chris Stapenhurst from Veritas concurs:
"As the leading electronic communication archiving provider, we've seen email's dominance continue to shrink as electronic conversations are becoming increasingly chat, mobile and text based and often are spanning across multiple channels."
Interactions may begin with a quick email message, then progress to a meeting on Zoom, then move to a chat room, and back to email. On the one hand, the versatility offered by the latest communication technology is an incredible resource, allowing us to access the most efficient and convenient ways to share information, based on each situation.
On the other hand, this revolution also presents a new challenge in data management. Not only are companies left struggling to track discussions end-to-end for eDiscovery and surveillance purposes, but they are left unable to unlock the full value of a holistic record of each interaction.
So, what is the solution?
The Challenges with Omnichannel Communication
Embracing the omnichannel era is now essential for any organization. Both customers and employees expect to be able to choose the communication channel that best suits their needs for any occasion.
More than 50% of consumers already use more than four touchpoints every time they interact with a brand. Plus, in the workplace, most of us rely on a combination of chat, calling, and video tools for productive, and effective collaboration.
But a disconnected strategy for managing the data collected throughout all these channels presents serious issues. Companies are left struggling trying to map networks, relationships, and data across content sources, creating complex, long-winded and expensive eDiscovery journeys.
To make matters worse, they can struggle to implement comprehensive surveillance strategies for compliance purposes, when each channel needs to be monitored separately. On top of that, a disconnected strategy leads to limited opportunities to embrace the latest evolutions in the communication market. AI tools powering automatic classification, sentiment analysis, and end-to-end evaluation work best in a unified environment.
Transforming Surveillance with Analytics
The key to success in this landscape, even before companies can apply innovative artificial intelligence and automation to their workflows, is a unified ecosystem. A comprehensive analytics engine that extends across all content sources and channels to track conversations from one environment to another, bridges the gaps for business leaders and teams.
With platforms like Veritas Alta Surveillance, businesses can capture relevant content across every ecosystem, leveraging solutions for monitoring, surveillance, intelligent eDiscovery, classification, and analysis, in one platform. Rather than having to jump between different platforms and tools, or conduct comprehensive search processes for eDiscovery, teams get an all-in-one environment.
They can maintain a holistic view of their entire communication ecosystem, while maintaining control over data retention, management, and expiry, setting policies and controls on a granular level.
The benefits of implementing such a solution include:
Streamlined and Simplified eDiscovery
Not only does an all-in-one analytics engine make it easier to capture a more holistic view of all communications data, but it empowers companies to fully optimize the eDiscovery process. Currently, review tasks account for around 65% of all eDiscovery costs, and consume endless resources in omnichannel environments.
