KNet Technology is pleased to have launched its world leading Call Recording and Analytics system into the Australian Automotive Industry. The solution easily allows this major firm to capture calls on nominated extensions and quickly interrogate and or listen to the voice of the customer. 

KNet’s Call Recording solution provides the tools to help customers be attended to with empathy and understanding. It allows companies to prepare their staff to be ready to engage with existing clients by reviewing actual historical calls and conversations with these clients. For instance, a new agent being tasked to make contact with a client for the first time is able to do so with a working historical reference into the client’s prior contacts, removing hearsay from the equation. 

The solution also provides real-time monitoring and feedback capabilities for Mentoring, Quality Control and Governance compliance. These components come together and empower agents with pro-active tools to drive understanding of the real needs of the client. The business or the agent are able to review performance and provide constructive feedback and/or learnings from each and every call. 
This solution is easily integrated into the Telstra TIPT system and can be scaled up or down with the business needs. 

We at KNet are extremely excited to have been able to sit across the delivery of this extraordinary system for this project. Not only will this open up a new level of interactions for this business with their clients, but with the enhanced training resources and flexibility of this solution a new standard of communication can be defined.

- Garry Hudson, Managing Director KNet Technology

Telcos in Australia, New Zealand and ASEAN are in a race to secure the lucrative Mobile Recording Market as financial and government regulators place global compliance requirements on the banking and financial advisory industries.

Regulators are now rapidly updating their regulations to encompass mobile communication as they have done for fixed line communication for many years. The challenge for Telcos in the Australian, New Zealand and ASEAN is to deliver a solution that can record all forms of the mobility communiqué for voice, MMS, SMS or Video and store the recording on the client site and in the cloud as part of their mobility offering.

Starting in the UK and moving to the US, driven by Dodd-Frank, mobile recording applied to financial and securities markets, but is rapidly moving to other segments with governments now proposing that service providers, due to National security concerns, record all forms of communications.

Industries that are subject to compliance are looking to Telcos who are able to facilitate the requirement of capturing the call in the network, not as an application on the mobile device, and store the call recordings in multiple locations simultaneously. Telcos who can fill this requirement are winning the business as this enables the customer to meet compliance requirements while at the same time meeting their security and disaster recovery obligation.

The US legislation is unique. It not only applies to US-based companies, but to US companies wherever they’re based in the world. This compliance has Telcos racing to secure this market across Australia, New Zealand and ASEAN to provide to their existing and new clients in this vertical a solution that can be delivered turnkey.

KNet Technology is currently working with key Telco partners across ANZ and ASEAN in delivering a proven solution already working in over 70 carriers across the World. This solution allows Telcos to implement a single platform for both fixed-line and mobile network based captured recordings while allowing the recording to be stored on premise and in the cloud as the call is captured.

The solution provided by KNet Technology empowers the Telco to provide to their clients a product that meets all compliance requirements without the need for the client to change mobile or CIM hardware or implement an application on the device that a user can remove.

The upside for the Telco, no need to run two different solutions in their network as the KNet solution is a network based recording product that records both fixed-line and mobile conversations from a single centralised platform living on the Telco network.


- Jeff Whitton FAICD, CEO KNet Technology