As the global community continues to see the accessibility and benefits of digital communication platforms, most people use their mobile phones and mobile messaging apps to communicate with their relatives or businesses. Accordingly, companies and employees also use mobile applications to contact their colleagues and clients quickly and efficiently.
Although companies and organizations are allowed to use mobile messaging apps to conduct their trades and commerce, several laws require businesses in regulated industries to monitor text messages, record voice calls, and capture chats. Hence, regulated sectors, such as the public sector and the financial sector, must comply with legal discovery obligations by retaining their business communications.
Moreover, companies can choose from these mobile archiving options: over-the-top application, mobile archiving agent, in-network capture, and chat application capture. As these three have their respective advantages and disadvantages, businesses have to wisely select their communications archiving option.
Using over-the-top (OTT) applications as a mobile archiving option is advisable for companies with bring-your-own-device (BYOD) policies. These applications introduce a “phone within a phone” by providing a messaging app that automatically records messages sent through the app without compromising other messaging apps’ privacy. However, the disadvantage of this type of communication archiving option is that it has a higher cost of ownership, and it requires end-user training.
Using a mobile archiving agent can also help firms monitor employees’ communications. Like the OTT app, a mobile archiving agent captures communications data in the device. However, its difference with OTT application is that it is not used to send messages, but to monitor them. This type of mobile archiving option also provides a low cost of ownership; however, unlike the OTT application, it does not support BYOD and can also be used on Android devices.
Another mobile archiving option that businesses can use is in-network capture. This option supports both iOS and Android devices, and it does not need any applications on the phone as the messages are directly retrieved from the carrier’s network. However, some of the disadvantages of this option are: it has a fee per device used, it is only available on select few carriers, and it does not support BYOD.
Accordingly, as people shift from SMS and calls to messaging applications, such as WhatsApp and WeChat, many companies have invested in solutions to retain messages sent and received over these apps.
Firms have to consider what mobile archiving solutions they will use through weighing different factors, such as the devices employees are using, how large the business is, and their budget for monitoring messages. This infographic of Telemessage details some of the pitfalls of mobile archiving.