File retrieval, conference calls, call summaries, and cross-company communication—the growth in UC has changed the way we communicate and work.
However, despite all the benefits, the increasing use of UC to do work that previously would have been done on other systems brings up new issues, particularly around compliance.
Organizations today face mounting pressure to maintain compliance while leveraging advanced technologies like AI and analytics to drive business outcomes.
This complex environment has created both opportunities and challenges for businesses seeking comprehensive communication solutions that can adapt to their specific industry requirements.
CallCabinet’s partnership as the exclusive compliance recording partner for 8×8 forms a strategic alignment that extends 8×8’s powerful platform capabilities, directly addressing these market demands.
As Darren Beck, Strategic Sales & Partnerships Leader at CallCabinet (now Smarsh), explained: “8×8 is going through an exciting phase, and a big part of what they’re looking to do is certainly appeal to the customer experience side of things,” he said.
“That vision seems to come from the desire to deliver a positive outcome for that customer, solve a business challenge for that customer, and work backward from there, which is very similar to the way that we operate.”
By integrating CallCabinet’s advanced recording and analytics directly into 8×8’s comprehensive UC platforms, the partnership transforms how organizations approach communication compliance and data analytics within their UC setups.
The collaboration delivers enterprise-grade solutions that were previously accessible only to large corporations.
This deep integration extends across 8×8’s entire ecosystem, providing a unified compliance layer for their 8×8 Platform for CX, which includes contact center, unified communications, and CPaaS solutions, as well as a suite of integrations with Microsoft Teams.
“CallCabinet delivers unmatched excellence in compliant call recording”, said Victor Belfor, Global Vice President, Business Development and Strategic Partnerships at 8×8. “At 8×8, our goal is to empower organizations with best-of-breed solutions through a single, trusted provider. As regulatory demands grow more complex, our partnership with CallCabinet–built on deep integration and a seamless, native-like user experience–ensures we fulfill that commitment to our customers.”
The timing of this partnership is particularly significant as businesses continue to navigate the post-pandemic communication landscape.
Organizations require solutions that can seamlessly operate across multiple platforms while maintaining strict compliance standards.
This partnership positions 8×8’s offering to fully capitalize on the growing demand for integrated communication solutions that do not compromise regulatory requirements or analytical capabilities, by extending its compliance and analytics reach.
The Compliance Challenge: Gaps in Traditional Communication Recording
Regulated industries face a complex web of compliance requirements that traditional communication platforms struggle to address comprehensively.
Financial services, insurance companies, and other regulated sectors must maintain detailed records of customer interactions for extended periods, often spanning from at least five to 10 years.
These organizations face significant penalties for non-compliance, making robust recording and storage solutions business-critical rather than optional.
Yet, UC platforms are often set up for general businesses. This means their capacity for storage is much more limited and retained for a much shorter period.
8×8, for instance, provides companies with a comprehensive UC platform that can be applicable for companies from marketing all the way to tech.
By partnering with CallCabinet, 8×8 can provide organizations in regulated industries with the tools and capabilities they need to maintain compliance, particularly around storage and retention policies.
The seamless integration of Microsoft Teams within 8×8’s offering also requires a sophisticated compliance extension. Many organizations rely on Teams for internal collaboration while using 8×8 for external communications.
With CallCabinet’s deep integration, 8×8 users don’t have to worry about compliance gaps where critical Teams and other interactions are at risk of going unrecorded.
Data sovereignty requirements add another layer of complexity. Organizations in regulated industries often need to maintain control over where their data is stored and how it’s accessed.
Traditional cloud-based recording solutions frequently fall short of these requirements, leaving organizations vulnerable to compliance violations.
The lack of granular recording policies further complicates compliance efforts, as different interaction types require different handling protocols based on participants and content.
CallCabinet’s Solution: Compliance Through Integration
With industries like life and health insurance representing significant market opportunities, 8×8 made the strategic decision to partner with CallCabinet to seamlessly extend its platform’s compliance reach.
“Our partnership has enabled 8×8 to go and fish in a different pond, so they can go after the regulated customers,” Beck explained.
That is because CallCabinet is a leading provider of cloud-based call recording, quality assurance, and compliance solutions for UC environments.
Their platform is designed to help businesses capture, store, and analyze voice and digital interactions across a wide range of communication channels, including telephony, Microsoft Teams, and other UC platforms.
CallCabinet’s solutions, now enhancing 8×8’s platform, feature AI-driven analytics, automated compliance tools, and secure storage to ensure shared customers meet legal and industry standards.
CallCabinet’s integration empowers 8×8 to fully address these compliance challenges through a multi-faceted approach that combines advanced recording capabilities with intelligent automation.
The solution extends 8×8’s compliance offering by leveraging CallCabinet’s position as one of the first cloud providers to achieve Microsoft certification, bringing enterprise-grade compliance capabilities directly to 8×8’s customer base.
As Beck explained, “Our architecture is completely built within Microsoft Azure, and so everything takes place in Azure. Our solution is baked into the recording platform, so when a Teams call comes in or is made from the 8×8 platform, then our system is built into that call, so we capture the recording, we capture all the audio, we can screen capture as well, we also capture the video.” This highlights how CallCabinet inherently extends 8×8’s capture capabilities across all communication modalities.
Such deep integration ensures comprehensive capture across all communication modalities without requiring manual intervention.
This means one small mistake of forgetting to click record on a call will not end up costing a company compliance fines.
This is because CallCabinet’s solution seamlessly extends 8×8’s recording intelligence, automatically determining when recording is required based on call participants and context.
“If you’re a bank or a finance company and you are having an internal call, then we’re not obliged to record that call. But if an external party joins us midway through, then that must be recorded. With our solution, that can happen automatically,” Beck explained.
Equally, these AI capabilities extend beyond the reactive. Powered analytics means that rather than relying on manual review of a small percentage of calls as part of your compliance obligations, this solution analyzes 100% of interactions automatically.
“With our solution we brought AI into it. So, 100% of calls are captured. Also, 100% of calls are analyzed,” Beck said.
“If there’s any breaches of compliance, if there’s any red flag words, if there’s any sort of behavior that breaches compliance, our system can recognize that, and it will pick up and flag that conversation.”
This comprehensive analysis includes sentiment analysis, detection of inappropriate sales tactics, and identification of potential compliance violations in real time.
The partnership delivers measurable business benefits that extend far beyond basic compliance requirements, however.
The automation of previously manual processes frees up valuable human resources while providing more comprehensive oversight than traditional approaches.
For regulated organizations, the solution transforms compliance from a cost center into a strategic advantage.
Plus, the automated quality assurance capabilities allow companies to use it as a tool for more than just compliance, but for staff performance.
“We run automated quality assurance, so if you’re a customer service team, we enable it so you’re scored against criteria that are different from those used for a sales team.”
This granular approach enables organizations to optimize performance across different business functions while maintaining compliance standards.
Equally, because the solution maintains detailed digital footprints of all system activity, including user access and call reviews, accountability and anti-espionage processes are strengthened.
“You’ll be able to see who’s logged in, when they’ve logged in, if they’ve listened to the call, if they’ve made notes on a call, if they’ve shared the call, if they’ve tried to delete something,” Beck noted.
AI Innovations and Future-Ready Solutions
While the partnership initially focused on core compliance, its strategic intent extends far beyond, leveraging CallCabinet’s and 8×8’s combined capabilities to drive broader innovation.
“I think that originally it was more focused around compliance, but as we’ve got further and deeper into the relationship, we’ve started to find little pockets of other parts of the market that perhaps we weren’t necessarily looking at to begin with,” Beck explained.
With a particular emphasis on AI-driven capabilities and emerging work patterns, the roadmap includes developments in agentic AI, mobile compliance, and enhanced customer experience features that will further differentiate the combined offering in an increasingly competitive market.
“8×8 is very clear about their use of AI and some of the things they want to achieve with it. Most of it relates to customer experience and improving that experience of the customer,” Beck said.
As a result, the companies are collaborating on advanced AI features that go beyond traditional compliance monitoring to include predictive analytics, automated customer insights, intelligent workflow optimization, and agentic AI.
Such development could revolutionize how organizations handle routine customer interactions while maintaining comprehensive compliance oversight.
Scalability will also remain key, as a core tenet of CallCabinet is to bring “scalable enterprise-grade solutions to everyone.”
As UC continues to evolve, the partnership between CallCabinet and 8×8 stands as a compelling example of how strategic collaboration enables both organizations to unlock new value for businesses.
With both companies continuing to innovate, their joint solution not only addresses today’s regulatory demands but also positions customers to thrive in the dynamic, data-driven future of enterprise communications.
To learn more about CallCabinet and 8×8 visit: https://www.callcabinet.com/8×8-compliant-recording-and-analytics/
