What kinds of features and functionality do these solutions offer?
The range among software solutions can be quite large in terms of features, functionality and, of course, cost. At one end of the spectrum, you can purchase software that simply records calls and makes them available to you via a user interface.
More sophisticated software designed specifically to make phone records available for eDiscovery is usually part of a broader solution. These solutions offer mobile device management and create phone records from often-overlooked sources such as voicemail and “squawk boxes” used by broker-dealers. Solutions may offer hosting in highly secure data centers, digital watermark embedding to establish authenticity (whether recordings have been tampered with or altered) and advanced search capabilities that allow your legal team to search by date, the number called, the number from which the call originated and many other standard and customizable data fields. Some solutions provide administrative dashboards that enable such things as remote monitoring, automatic recordings of one or multiple users and automatic recording of inbound calls to specific departments.
At the very high end, service providers can provide all of the above—and more. Some services include data forensics and analysis teams that specialize in using defensible (and expensive) discovery techniques to identify, retrieve and prioritize recording to assist with internal and external investigations, audits and compliance initiatives of all kind.