Choosing a Call Recording Provider for Teams

Recording insights is one of a few Microsoft-certified call recording solutions for the financial industry

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Published: August 5, 2021

Elliot Mulley-Goodbarne

Journalist

Recording calls has slowly become a staple of modern business practice, with the move to handing calls through collaboration platforms making the process even easier. 

What started in the financial industry as a result of regulations, such as the Markets in Financial Instruments Directive (MiFID), has moved to contact centers as more data is being processed for the betterment of businesses. 

With that in mind, the importance of picking the right recording analytics provider, with the best feature sets, can not be understated, as the difference can have a large impact on the business. 

In comes ASC Technologies, worldwide leading provider of software and cloud solutions in the field of omni-channel recording, quality management, and analytics, with Recording Insights, their certified compliance recording solution for Microsoft Teams. Aimed primarily at the financial sector, the solution is one of the first certified compliance recording solutions. 

“There are lots of cases where businesses have to comply with regulations on their video calls,” said ASC Technologies Director of Product Management, Ralf Rösel. “Whether it’s from institutions like the FCA or other legal authorities as well as regulations such as PCI DSS which deals with credit card transactions.  

“In almost all of these cases, businesses have to record calls or conversations in general to fulfill these regulatory requirements. One example is MiFID II in the European Union, but also within US markets and the UK there are similar regulations where you have to record nearly everything if you work in the financial industry. 

“Our solution focuses on ensuring our clients are compliant with these regulations using Microsoft Teams. We don’t have to say much about the Teams platform as it is so popular, but now businesses can access our certified app for compliance recording, running natively on the collaboration platform”  

Convenience Recording

All organisations with a legal obligation to record and archive their communications will benefit from a recording tool that is integrated with Microsoft Teams. ASC Recording Insights analyzes all communication in Microsoft Teams to ensure seamless compliance with critical regulations. 

Key features of the solution include an encrypted and secure environment where recordings are stored, recording analytics and insights, including keyword lookup and categorization.  

All this amounts to a solution that hands enterprises the ability to efficiently and securely go about their business knowing that they are complying with the regulations imposed on them. 

“Our main focus is compliance recording” continued Rösel. “But we also provide what we call convenience recording for contact centres and internal communications, that produce insights for the businesses to look through. 

“On top of that, businesses have the ability to set up different recording rules. Recordings can be started manually, but they can also be scheduled or commenced based on certain rules so that businesses only record specific teams or specific employees.  

“Then, if a recording should be initiated, a recording bot is invited to that session, which then does the recording itself and transfers that to a back-end processing that encrypts the recording. From there the file can be compressed if necessary as well as do things such a transcribe the recording and apply sentiment analytics.”  

Customised Security

Once the recording has been made, the question then comes of how to store it. Within the solution, recordings are stored on ASC Technologies Azure environment, each of which is encrypted, ensuring full compliance with regulations as well as peace of mind for the client. 

“The key focus is on financial institutions and, when having the compliance recording functionality enabled, it’s extremely important to have recordings securely stored to a high standard,” said Rösel. “This enables companies to meet all crucial regulations regarding a recording solution.” 

“We have several means to secure the recording itself and safely encrypt and store that, but we also have a bunch of functionalities we can set up such as rights and rules to secure who is allowed to access the recorded conversations. This is an important part because in all of these cases when you have recordings it’s about privacy, and we have to ensure that not everyone has access to this recorded information.  

“It’s extremely important to ensure the rights and rule set that no one is allowed to access these calls because it’s a cloud service and cloud is something that has been difficult for financial institutions and authorities to use in the past. That is why we have built our solution from scratch, based on Microsoft’s Azure infrastructure, to secure who is able to access these calls for the customer itself.” 

 

 

Customer ExperienceMicrosoft TeamsSecurity and Compliance
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