Touch Call Recording as a service offers Compliance call recording for Microsoft Teams as a complete managed service – ensuring compliance and extending existing recording programmes.
Compliance call recording for Microsoft Teams is a complete solution for recording all Microsoft Teams calls, bringing the increasingly popular platform into compliance and recording programmes. The solution extends Touch’s existing mobile call recording service, which can be obtained from Singtel.
There has been tremendous interest in this new capability. Many of our customers have already taken advantage of the enhancement to update their systems, which is a simple process. A key benefit is that the process is seamless – just like with the standard Touch Call Recording Service, the recording just works, requires no user intervention, and ensures that organisations comply with relevant regulations.
Microsoft Teams is now central to daily routines for a growing user base, facilitating communications with customers, partners, and peers, as well as colleagues. Of course, while this mass adoption delivered many benefits, it also brought some challenges. For example, it has created friction with compliance programmes.
Specifically, if you are obliged to record all calls with your customers for compliance purposes, or if you do so routinely to support quality assurance programmes, then the adoption of Microsoft Teams must be considered in alongside these needs. Customer conversations held over Microsoft Teams are also within the remit of compliance regulation by the Monetary Authority of Singapore (MAS), as well as MiFID II, FCA or the Dodd-Frank Act.
If a user needs to be included in the compliance recording programme, recording is initiated automatically for all calls made in the Teams environment. This applies to one-to-one calls as well as group discussions. So, when a user speaks with someone inside or outside their organisation, or a mixed group in a meeting, then the recording service is initiated.
Touch Call Recording for Microsoft Teams is easy to adopt, as an upgrade to an existing or new call recording plan. If you’d like to find out how, just get in touch and we’ll be happy to discuss it with you!