Voice calling via Microsoft Teams is one of the great digital enablers.
That’s because – for many historically Microsoft-dependent businesses large and small – the giant platform provided a soft, pandemic-induced push on the journey towards cloud-powered capability, agility, and cost-efficiency.
When leveraged by those businesses and their millions of locked-down knowledge workers, well, the world changed forever.
Slowly since then, more and more users have activated Operator Connect – Microsoft Teams’ integrated voice calling feature – and swapped out-dated legacy PBX telephony for in-platform, game-changing VoIP functionality.
But there’s a but: businesses for which regulatory compliance is non-negotiable must ensure all of that smart new Microsoft Teams-enabled voice communication can be captured, archived and searched.
To do so, they must partner with a solution provider able to make it all happen.
“As companies embrace alternatives to legacy voice and calling infrastructure and move to cloud-based unified communication platforms, modern voice recording compliance approaches have become essential,” says Dan Nadir, Chief Product Officer at leading Digital Communications Governance provider Theta Lake which has recently released a new DCG integration for Microsoft Operator Connect.
“That shift to cloud-native voice presents new challenges for legacy compliance recording systems that are device and network-based. We’ve focused on providing the broadest coverage for all of the cloud voice unified communication platforms out there, including now Microsoft Teams, with the deepest DCG capabilities.”
Theta Lake’s latest release follows announcements earlier this year that its solution supports other giant UC platforms including Cisco Webex; RingCentral CX, EX and Contact Center; Zoom Contact Center; GoToMeeting; Amazon Connect; Cloud9; Dialpad; Fuze; Movius; Nice; Redbox; Symphony; and Verint, with many more integrations planned.
With its multi-patented and patent-pending TranscriptionRN® tool at its heart, Theta Lake’s solution provides a scalable and flexible solution for capturing voice through integration or via its own recording infrastructure from call center tools, enterprise calling products, trader voice, and any app or native mobile-based phone calls (including text messages). This also enables flexible retention of all or selected elements of modern voice across audio, transcripts, SMS, and even content from screen sharing and other mediums often used in newer call center platforms.
Innovations include a unique Microsoft-Certified compliance recorder that seamlessly supports recording and Follow-the-User recording for Operator Connect and the 93+ phone and voice providers that integrate calling with Microsoft Teams. The platform-agnostic solution captures, archives, searches, and detects risk in voice, SMS and messaging across increasingly-meshed carrier, Unified Communication provider, and mobile compliance enforcement tools. It also supports call recording, archiving, and multi-location storage management in multiple geographies simultaneously to respond to increasing localized regulatory requirements for data sovereignty. Advanced built-in transcription functionality provides compliance context and transcends baseline solutions that are only focused on Word Error Rate (WER).
“Regulators are imposing record-breaking fines, nearing $3 Billion over the last 2 years, on organizations that fail to effectively manage their communication landscape,” says Nadir.
“These failures range from not retaining voice calls and messages to inadequate handling of PCI and untimely response to GDPR right-to-be-forgotten requests. Additionally, a lack of supervision over employee communication practices is also a concern.
“The message from regulators is clear: organizations must prioritize proper oversight and data retention across all communication channels, including voice and messaging. This latest wave of integrations, capabilities, and patented technology is just more validation of Theta Lake’s impact and innovation in compliant voice.”
Customer – London-based global asset management specialist Longview Partners – is benefitting hugely from its partnership with Theta Lake.
“Theta Lake’s compliance recording enabled us to adopt Microsoft Teams, which was paramount in keeping our regulated employees productive and engaged with our customers,” said Paul Jones, Longview Partners Head of Technology.
“They helped us very quickly implement a full compliance suite to capture and record all aspects of Microsoft Teams’ meetings, as well as proactively detect risk in the recordings; enabling our compliance teams to be much more effective and efficient when performing review. Not only are we compliant with MiFID II regulations, but our compliance teams are also able to scale with the growing volume of unified communications we are recording.”
To learn more about how Theta Lake can help you and your customers’ businesses leverage compliant Operator Connect voice calling, click here.
