Recording a Microsoft Teams call is easy. Making sure the right conversations are captured, retained and deliver value to the business takes more thought.
In this exclusive video interview, Marcus Law, Editor of CX Today, speaks with Guy Yaffe, AudioCodes’ Recording Business Line VP, about the changing role of enterprise call recording. Their conversation starts with the basics of compliance and then moves to a much more important question from the business perspective – what can organizations learn from the calls they already record?
When Is Teams Recording Enough?
For an employee who just wants to revisit a conversation, a recording they start themselves may do the job. However, regulated organizations generally have more stringent requirements. They may need recording policies that apply automatically to specific people and interactions, along with controlled access, retention, search and legal hold. The UK Financial Conduct Authority, for example, requires firms covered by its rules to retain records of certain investment-related conversations and communications for five years, or up to seven if requested.1
Guy offers a practical starting point for IT and compliance teams – who needs to be recorded, what communications must be captured and how easily can an authorized person find them later? Those questions matter whether an employee is at a desk or working on the move.
From Call Recording to Conversation Intelligence
Once recordings are securely captured, AI-powered analytics can help teams put them to work. Instead of relying only on a small sample of calls, organizations can easily examine larger volumes of conversations for potential compliance issues, customer sentiment, service quality and coaching opportunities.
That makes recording useful to more than the compliance team. The same conversations can help managers understand customer experiences, identify what strong performers do well and spot problems that conventional call reports might miss.
What Should You Check Before Choosing a Recording Solution?
Guy recommends looking closely at platform certification, data residency, storage choices and privacy. These decisions affect where recordings are stored and AI processing take place, who can access the data and how confidently an organization can use it.
Watch the interview at the top of this page to hear Guy’s advice for building a recording strategy that meets today’s requirements and makes room for tomorrow’s insights. And to see how AudioCodes puts those ideas into practice, check out Interaction Insights, a Microsoft Teams-certified solution that combines compliance recording and AI-powered analytics for Microsoft Teams and other unified communications environments.
FAQs
Standard recording lets a user capture a conversation when they choose to. Compliance recording is designed for organizations that need to apply recording policies to designated users and communications. It also provides controls for retaining, searching and retrieving recordings, including when they are needed for an investigation or legal hold.
AI-powered analytics can examine conversations for potential compliance issues, customer sentiment and service quality. That gives teams a way to identify patterns across more calls than they could reasonably review manually. The findings can also support agent coaching, dispute resolution and improvements to the customer experience.
Start with what must be captured – which users, which types of communication and which devices. Then check how easily authorized teams can find recordings, how retention and legal hold work and whether the solution is certified for Microsoft Teams. Data residency, storage choices and the handling of customer data by AI tools also deserve close attention. AudioCodes’ Interaction Insights is a Microsoft-certified solution that combines compliance recording and AI-powered analytics.
