In the nascent days of software-as-a-service, procurement was a less complicated affair. The limited options made it easier to identify best-in-class solutions. However, the proliferation of cloud-based Unified Communications (UC) services has introduced a dizzying array of choices for enterprises, especially when it comes to seemingly straightforward decisions like selecting a call recorder for Microsoft Teams.
Chloe Emm, Growth Director at Oak Innovation, simplifies the initial decision-making process into two categories:
“You’ll often find that the recording built into contact centre solutions or direct routing is basic: it’s not Microsoft certified, not compliant and only records PSTN calls. The irony is that once a customer takes on Teams as their telephony, they usually see a decrease in PSTN calls and an increase in Teams-to-Teams calls and meetings, leaving a gaping recording hole.”
She contrasts this with Oak Innovation‘s approach:
“Instead, we serve customers with Microsoft certified recording, which uses Microsoft’s own Compliance Recording Graph API to tap directly off the Teams Tenant.” Emm adds, “That means we can record everything – PSTN calls, Teams calls, meetings – both internally and externally. This is a game-changer for any organisation, not just regulated ones, as nothing is missed.”
“It’s true that compliance and risk management remain the driving factors behind call recording sales, where features like call encryption, role-based access and reporting are key. Yet when every call is recorded and nothing falls through the cracks, it also sharpens internal communications and raises the game for customer service across the organisation.”
The Evolution of Enterprise Communication
Once a comprehensive, compliant recording solution like ClarifyGo is implemented, it transforms the way enterprises interact through Teams. The workflow becomes more intuitive and integrated.
“We hardly use phone numbers any more!” Emm points out. “As long as you know someone’s email you can call them directly with a click, which makes the business world so much easier. The era of navigating switchboards, auto-attendants, and wrong extensions is over for good, removing friction and enhancing productivity.”
Oak Innovation is no newcomer to this space, and the benefits it brings. “We’ve been doing call recording for 30+ years, and offering Clarify as a platform for 6 of those, so we’re already an established provider with a mature solution,” Emm noted.
The SaaS Shift: Flexibility and Scalability
Oak Innovation has adapted to the changing landscape by transitioning to a cloud-based subscription model, offering rapid, flexible scaling. This shift has won the company multiple accolades this year, including 2 Winner and 3 ‘Highly Commended’ titles for ClarifyGo for Teams.
“Customers don’t just need a mature, feature-rich product, they want it completely as a service – which is why we launched ClarifyGo last year,” Emm said. In 2023 alone, the number of ClarifyGo seats has grown exponentially, attracting a diverse, international clientele ranging from large public sector organizations to regulated industries like finance.
“We’re working with councils in the UK, EU, and North America, and also new sectors like charities – these can be early adopters due to subsidies from Microsoft, and they appreciate our industry-leading onboarding and support,” Emm elaborated.
The cloud-based nature of ClarifyGo means that “with no on-premise set-up needed, we can literally get them up and running within minutes, once we have the policies enabled within the Teams tenant.”
Despite its numerous awards, Emm is candid about the product’s utilitarian nature: “Call recording is increasingly non-optional for a growing market. People need it for compliance, they need a solution which checks all the right boxes, is straightforward to set up, and doesn’t require endless meetings.”
You can check the next box by registering for Oak’s complimentary webinar on October 18th to learn how ClarifyGo can simplify Teams recording for your organisation.
