Say it loud – voice is back.
Calling is more important than ever, thanks mainly to the smarts of the giant, feature-rich unified communication platforms upon which the world now does much of its business.
The all-in-one-place, omnichannel ease with which users are able to connect and interact anytime and anywhere scores big in the convenience stakes. However, that increased back-end scale and complexity poses fresh challenges for those tasked with ensuring regulatory compliance and security.
Voice surveillance, capture, archiving, and risk detection functionalities must be of the highest quality; and, with global user numbers soaring it’s critical that cloud calling platforms ensure their customers are fully covered.
For them, picking an expert data security and compliance solution integration partner is key.
“Routing voice calls through organisations’ preferred unified communication and collaboration platforms delivers huge and multiple gains, however the automatic recording, reviewing, and archiving of those calls must be a seamless part of the process for the rewards to be fully realized,” says Garth Landers, Director of Global Product Marketing at leading digital communications governance solution vendor Theta Lake, which has recently announced a new voice compliance integration with Cisco’s Webex Calling, Webex Go, and Customer Experience Essentials
“For employees, all-in-one-place chat, voice, and video enhances productivity and collaboration. For organizations, it reduces capital spending on voice infrastructure and simplifies administration.”
Webex Calling is Cisco’s flagship cloud-based phone system, powering over 15 million users across 160+ markets around the world. It is a core component of the Webex Suite that includes Webex Meetings, Messaging, Contact Center lite capabilities and more.
Theta Lake has designed and built an integrated solution that enables regulated organisations to leverage the wider Webex feature set whilst simultaneously complying with mandates designed to ensure market fairness, guard against malfeasance, and protect private data.
Its turn-key archiving, compliance, surveillance, and data security products natively integrate with the Webex portfolio, delivering comprehensive, multi-language support covering an array of modalities including Business Texting (SMS), Voice Recordings, and Call Detail Records (CDRs).
There is compliant voice capture; flexible, bring-your-own storage choices or SEC 17A-4 Theta Lake archiving; supervision and compliance review of Webex Calling content; and a unified administration of all recordkeeping operations. Inbound, outbound, and peer-to-peer SMS (including emojis) is supported; recorded and unrecorded call logs are configured; and support for Webex Go means all functionality is extended to mobile devices.
“It is a truly comprehensive and feature-rich integration which enables archiving of compliant voice recordings and SMS, call logs and metadata retention, search, and risk detection,” says Landers. “It seamlessly captures all users’ Webex content across meeting recordings, polling, chat, messaging, voice calls, and SMS and allows the native search of SMS conversations and voice recordings. In short, it provides Webex users with all of the compliance functionality they need to totally de-risk their entire communication ecosystem.”
Indeed, Cisco itself agrees.
“Webex customers have already found great success in leveraging Theta Lake’s compliance capabilities for Webex Meetings, Messaging, and Polling,” says Amey Parandekar, Vice President of Product Management at Webex. “With hundreds of thousands of users worldwide already benefiting from our integrated capabilities, I am excited that Theta Lake now supports Webex Calling compliance, including call detail records , voice recordings, and business texting modalities. We will continue to innovate together and meet the comprehensive compliance and security requirements of the most discerning customers around the globe.”
It sounds like Webex users can rest assured that it has everything covered.
And that’s worth talking about…
To learn more about how the partnership between Webex and Theta Lake can help your and your customers’ businesses leverage its compliant communication smarts, click here.
Theta Lake will hold a live demo webinar showcasing it’s integration with Cisco Webex Calling on July 18, you can register here.
