Microsoft Teams has emerged from a crowded market as one of the most popular tools for business communications. Offering an excellent combination of innovation, simplicity, and scalability, Teams helps companies to synchronise their workforce, improve productivity, and minimise costs.
However, there’s more to deploying a successful Microsoft Teams strategy than buying a license and provisioning tools. For many business leaders, maintaining compliance and adhering to their industry's standards means recording and storing communications securely and safely through all channels. While Microsoft has a built-in solution for manually recording meetings, this can be inadequate when it comes to exacting compliance standards.
Fortunately, Microsoft also partners with a range of approved and certified partners to deliver enhanced compliant call recording solutions. The challenge for most business owners is how they choose which vendor to work with.
Step 1: Consider Deployment Options
The first step in choosing an effective compliance recording solution for Microsoft Teams is deciding how it will be implemented. Various options are available from different partners, including on-premise and cloud-based recorders . Often, the most attractive option for growing businesses is to leverage recording as a SaaS solution.
Compliant call recording delivered on a software-as-a-service basis allows companies to access the functionality they need in a subscription model. Unlike on-premises deployments, there are no initial upfront costs and very little maintenance and configuration to worry about.
The best solutions can easily be configured and deployed via the cloud, allowing rapid remote provisioning. The SaaS model also means the infrastructure for the recording system is managed by the service provider, along with upgrades and patch rollouts.
Step 2: Consider Integrations and Analytics
Once business leaders have decided how to implement their solution, the next step is finding a reputable provider. The best option will always be a company certified by Microsoft Teams for compliant call recording . Certified partners have undergone stringent testing and qualification processes to prove their solutions can meet business needs.
Best-in-class integrations use the Microsoft Graph API, rather than direct routing alone, to capture communications across all devices and endpoints. This means capturing both audio and video calls, Teams-to-Teams calls as well as PSTN lines, internal calls and conversations with external parties.
It’s also worth looking at interoperability with other Microsoft tools, such as Insights and Dynamics CRM, to ensure the best user experience.
The best solutions allow companies to set custom rules to exclude certain customers, users or departments from being recorded for compliance reasons, such as the GDPR ‘right to be forgotten’, or for purposes of internal security. Some call recorders will even let you control who can access recordings or parts of recordings to protect private information.
Advanced call recording solutions may also include useful performance, quality and training improvement tools. These range from allowing supervisors to listen in to, and support, staff on calls in real-time, to assessment modules that grade playlists of recordings for script adherence. Some call recording solutions for Microsoft Teams also leverage AI technology to collect and scan transcripts for sentiment or to feed information to Microsoft Insights for a better understanding of business performance.
