Microsoft Teams Call Recording
Microsoft Teams is rapidly becoming the collaboration platform of choice for many organisations both large and small. It not only enables internal teams to collaborate, but through its ability to seamlessly connect the telephone network with core Microsoft business applications, it is becoming the standard corporate communication platform supporting both Unified Communications and Contact Centres.
For those organisations operating in regulated industries where recording every customer interaction is mandatory, or for those who rely on recording to monitor contact centre agent performance and the customer experience, is this still possible when using Microsoft Teams?
Can You Record On Microsoft Teams?
The simple answer is yes. At Liquid Voice we have developed a connector into MS Teams that enables you to utilise our full suite of interaction recording and analytics solutions across both Teams calls and Meetings.
This enables you to put in place the same level of compliance and contact centre recording that has traditionally been available for an on-premises telephony solution and cloud-based UC and contact centre platform.
Is Microsoft Teams Recording Compliant?
The answer to this is not dependent on MS Teams but on how you record interactions taking place within Microsoft Teams. The standard capability within MS Teams to record a Meeting is designed to aid collaboration not to capture interactions for compliance. When recording a meeting this is captured and held within the Microsoft cloud; there is no comprehensive tagging of the recording and it is retained for only 21 days.
This is not sufficient for compliance where recordings are required to be retained for extended periods, to be secured and for you to have the ability to quickly find and replay all interactions related to a particular transaction. Through our ability to connect to and record interactions within MS Teams we are able to ensure this level of compliance.
We are able to record voice, video and the user’s screen to provide you with a holistic view of the interaction. We allow you to comprehensively tag each interaction not only with date and time, but with all the key information about the customer and the particular transaction.
Where Are MS Teams Recordings Stored?
The standard capability to record meetings in MS Teams stores your recording in the Microsoft cloud and provides you with the ability to stream this for review. With the Liquid Voice option, we enable you to capture all MS Teams interactions and securely store these in your chosen location.
We enable for each recording to be compressed to minimise storage requirement and encrypted to ensure security. We then provide you with flexibility where you hold your single repository of interaction recordings; in our private cloud, in your private cloud, the public cloud or utilising your on-premises storage.
Is MS Teams Recording PCI DSS Compliant?
When recording customer interactions, especially those that capture personal information and/or payment card details, it is essential that you are compliant with data protection legislation such as GDPR and PCI DSS.
By utilising a specialist recording platform like Liquid Voice within MS Teams, you benefit from ensuring that your recording is compliant. We provide the ability to automatically silence recordings when payment card details are being given, ensuring full PCI DSS compliance. We also enable for sensitive personal information you do not wish to be retained to be redacted from the recording and provide you with the ability to quickly respond to ‘Subject Access Requests’ and action ‘Right to be Forgotten.’
What Recording Capabilities Do I Lose When Moving to MS Teams?
We are often asked what compromises have to be made in terms of interaction recording and analytics when moving to Microsoft Teams. The actual answer to this question is none.
By separating the call recording capability from the communication platform enables you to apply the same interaction recording and analytics capability to virtually any communication platform you wish to deploy. We simply connect to your collaboration platform, in this case Microsoft Teams to capture the interaction; how these are tagged, stored and analysed is all part of the capability of our solution.
By utilising Liquid Voice alongside Microsoft Teams, you gain all of the capabilities we provide for compliance and contact centre recording including comprehensive call tagging, the ability to transcribe voice and video interactions in real-time and rich analytics to manage compliance and identify customer vulnerability. In particular, for contact centres you gain the full range of capabilities to perform agent performance monitoring, quality management and the ability to leverage speech analytics to identify trends, issues and opportunities relating to the customer experience.
What Happens To My Legacy Recordings?
A challenge that many organisations face when moving to a new communication or recording platform is that they still have to retain legacy recordings. We remove the need to maintain legacy systems and the painful situation of having recordings in multiple platforms by allowing you to ingest legacy recordings wherever they currently reside into the Liquid Voice solution. This provides you with a single pane of glass onto all recordings while also ensuring that everything you record now and have recorded in the past resides in a single, secure, and compliant repository.
If you would like to discover more about how we can enable you to record the interactions taking place within Microsoft Teams, we would be more than happy to connect you with one of our specialists to discuss your particular requirements. Simply give us a call on +44 (0)113 200 2020 or contact us by email [email protected].
Written by Chris Berry, managing director of Liquid Voice.