Theta Lake and Zoom have expanded their partnership, with the former integrating with Zoom Contact Centre to enhance its security provisions.
Theta Lake and Zoom have had a partnership stretching back to 2018, centred on Theta Lake providing security and compliance for Zoom’s UC platform and products. This Contact Centre integration is a reinforcing of those firm and secure foundations.
Garth Landers, Director of Product Marketing at Theta Lake, wrote in a blog post announcing the solution:
Zoom Contact Center is a robust, omnichannel solution that helps businesses deliver prompt, accurate, and supportive experiences for customers and agents alike. For many organizations, these interactions must be captured, retained, and supervised for training purposes and regulatory compliance. Like all of Theta Lake’s integrations with the Zoom portfolio, the integration with Zoom Contact Center is seamless, and integration/deployment takes place rapidly.”
The Theta Lake and Zoom Contact Centre integration allows businesses to capture and safely store contact centre recordings like other unified communications services can — recordings containing sensitive data that need to be secure. This integration plans to enhance the Contact Centre’s security, data management, and use.
The integration includes various other benefits for Zoom Contact Centre. Zoom administrators can also leverage Theta Lake to capture, assess, and archive all contact centre and UC content in a unified platform. This content can then be flagged, tagged for legal consideration, redacted, and carefully reviewed.
“Content is stored in its native format to make it easy for compliance and legal personnel to discern context and ascertain potential risk,” Landers added. “Theta Lake utilizes over 85 built-in, out-of-the-box classifiers to flag risks across Zoom applications, including data leakage, misconduct, regulatory compliance violations and more. The end result for compliance and legal teams is more accuracy and certainty in identifying risk with greater productivity.”
It can capture and archive voice comms, with plans to build upon this capability. This feature could be essential for IT staff and UC stakeholders, with its expansive view for overseeing compliance applications and reacting to governance incidents.
The Theta Lake and Zoom Contact Centre integration provides diverse and personalisable archive storage solutions, which can be adjusted for each business’s needs. These cover Azure cloud storage or Theta Lake-hosted AWS or if customers have their storage accounts.
Businesses can utilise this flexibility to ensure their archive storage strategy complies with the capture and retention of Zoom Contact Centre and other Zoom content.
Theta Lake and Zoom’s Long-Standing Partnership
Their partnership in securing Zoom’s UC suite extends back to 2018, and the “Theta Lake for Zoom” service was added to the Zoom application marketplace a few years ago.
With Theta Lake for Zoom, businesses could seamlessly archive Zoom video, audio, and chat conversations to comply with long-term retention requirements. Furthermore, users could access purpose-built machine learning and artificial intelligence to detect compliance issues and streamline workflow for written, shared, spoken, and shown content in Zoom.
In 2021, Theta Lake introduced more Zoom security modules, namely the eComms Archive module, which delivered custom archiving options for any new modes or content types in Zoom meetings. Specifically designed for FSIs, the solution allowed regulated financial firms to leverage Zoom capabilities, such as in-meeting polling and chat, while archiving selectively.
FSI companies could customize the archiving and supervision elements of the solution with retention policies and analysis strategies for video, chat, and audio. Businesses could also select the various components of the meetings that they wanted to supervise and archive.
At the start of this year, Theta Lake launched a Meetings Risk Manager to improve Zoom security, with features including continuous security posture monitoring to discover all Zoom settings. There is also the capacity to receive recommended security configurations and track and report when settings are changed or poorly configured.
Last year, RingCentral and Zoom took part in a $50m funding round for Theta Lake.
