Regulated businesses have had it tough in recent years. Although the pandemic may have prompted a better work/life balance for some, remote working has raised lots of compliance questions.
Gartner recognizes that Microsoft Teams is one of the most used collaboration tools within the Magic Quadrant for Unified Communications as a Service, worldwide, which is why ASC Technologies has endeavored to address the compliance topic for both private and public organizations with their Recording Insights solution. The company is based in Germany yet has a global reach and has seen businesses such as WealthVest, Lexmark and ICG adopt their recording solution which applies AI from Microsoft Cognitive Services to transcribe, identify and alert them to potential regulation infringements, which is a testament to its importance.
Speaking to UC Today, Darien Sobar, Vice President of Business Development at ASC Technologies said that a closer relationship with Microsoft in addition to the growing demand for Microsoft Teams has boosted the popularity of Recording Insights.
“I believe that our solid growth last year was built on the basis of our strong cooperation with Microsoft,” said Sobar. “We kicked off the introduction of the Recording Insights application at the end of 2019 and quickly achieved Microsoft Select Partner status in 2020.
“The onset of the pandemic accelerated Microsoft Teams and ASC Recording Insights adoption on a global basis with a key 2021 milestone being Microsoft’s certification for our Recording Insights application.”
Compliance as a Service
Looking forward, as businesses deepen their relationships with their technology providers, Sobar said that he sees UCaaS systems expanding their capabilities to better serve users and customers communication needs wherever, whenever, and however they are most comfortable.
In terms of growth markets, Sobar added that UCaaS suppliers that can provide a recording solution that complies with regulations will be more successful.
“On the topic of people’s habits, I think bringing your own device to work is a trend that will continue to drive change in the compliance space,” said Sobar. “Organizations now have to be able to communicate with customers and users via different media and that trend will definitely continue.
“Regulated companies that are using UCaaS solutions will also focus on compliance and continue to gravitate towards recording platforms that can automate the process of meeting the established regulatory frameworks. When we talk about regulations, a cloud service such as ASC’s Recording Insights for Teams satisfies both GDPR and MiFIDII, as well as PCIDSS and Dodd-Frank requirements in the finance sector, in addition to HIPAA and NIST in the healthcare sector, so compliance will be a strong factor in picking UCaaS providers.”
A Dynamic solution
For ASC’s compliance recording solution Recording Insights, the next 12 months will see further feature development, including Compliance automation widgets, live session analysis tools and a tight integration with Dynamics 365, in order to provide a complete recording solution that simplifies the task of monitoring and identifying any compliance or quality management infringements in the audio, video or chat of a Teams session.
“I think the major improvement of our cloud recording service that’s poised to make an impact in the coming year will be our AI-driven Compliance Policy Engine, which will streamline the setup of compliance KPIs for financial services organizations using Teams,” said Sobar.
“The other impactful feature related to ASC Recording Insights is integration with the Microsoft Dynamics 365 CRM system, that will enable different customer business units to record compliantly and directly within the Dynamics CRM.
“Sales, back office, dispatchers for example will be able to record, search and replay directly within Dynamics without leaving it. I believe that provides a unique advantage for users and differentiates us from the other players in the market.”
