Choosing the Right Teams Call Recording Solution for Your Contact Center

Call recording is a valuable (and sometimes mandatory) requirement for any contact center aiming to deliver excellent customer service. Today, with about 30 different certified Microsoft Teams Contact Center solutions available, businesses often face the challenge of choosing the right call recording partner to meet their needs.?

Some of these Contact Center solutions include built-in recording capabilities, while others rely on integrations with one of the 12 or so Microsoft-certified third-party recording providers.?

As a contact center, then, how do you decide which solution is right for you or your customers? Let’s start with why you need to record your calls in the first place.

Why Do Contact Centers Need to Record Their Calls?

1. Quality of Service and Training

One of the primary reasons contact centers record calls is to ensure a high quality of service and to facilitate training. In a customer-facing environment, recorded calls can be evaluated to identify star performers and pinpoint knowledge gaps. Best practice examples are invaluable for training new recruits, allowing them to learn from real interactions and understand the standards they need to meet.?

2. Compliance

Compliance is another critical reason for call recording, particularly in industries like finance and local authorities where regulations specify aspects of accountability, security and storage. Recorded calls also help capture verbal consent to contracts and ensure that all transactions adhere to legal requirements.?

3. Risk Management

Call recording allows for the playback of calls to verify agreements and reduce initial errors, as well as providing objective evidence in case of disputes. Insurance companies, for example, often record calls to mitigate the risk of fraudulent claims. By maintaining an accurate record of customer interactions, businesses can protect themselves against potential legal challenges.

Is the Call Recording Included in Teams Contact Center Solutions Sufficient?

Around a quarter of the certified Microsoft Teams Contact Center solutions available include inbuilt call recording. The remaining providers either partner with recommended third-party vendors or rely on resellers to guide customers to an appropriate solution.?

For call center customers, navigating what inbuilt recording does and does not offer and your options is crucial to choosing the right solution.

1. Contact Center Solutions with Inbuilt Recording

Whilst inbuilt call recording is convenient, these solutions typically only capture PSTN calls (to and from traditional phone numbers), omitting Teams-to-Teams, internal calls and meetings. For any business, this leads to an incomplete picture of interactions; if your organization falls under compliance regulations like MiFID II, then it’s completely inadequate, particularly if recordings aren’t encrypted either. Worst case scenario, customers can end up with the clumsy and costly predicament of using two different call recorders, one for PSTN calls and one for Teams and other calls, to ensure nothing is missed.

2. Partnering with Recommended Third-Party Call Recording Vendors

Some contact center solutions partner with third-party Microsoft certified call recording vendors to ensure that all regulatory requirements are met. Since the functionality and price points of these third-party solutions vary considerably, customers should consider the features and integrations offered, the minimal number of users required, and whether the solution is fully SaaS.?

A fully SaaS solution provides the usual benefits of a managed service, including support and storage, and monthly subscription fees instead of hefty upfront costs. It also comes with the necessary Azure VM, saving the hassle and cost of spinning one up yourself.

Since Microsoft certified recording solutions connect directly to the Teams Tenant, customers are free to choose whether to use a partner affiliated with the Contact Center solution or not. Oak often has resellers recommending customers to us to provide the same or better functionality for less than a formal partner. ClarifyGo’s API allows our call recording to be integrated with various Teams CCaaS solutions, such as ROGER365.io, to deliver certified compliance recording to their customers.?

Why Oak’s ClarifyGo?

Oak’s call recording solution, ClarifyGo for Microsoft Teams, stands out as an excellent choice for businesses seeking a comprehensive and compliant call recording solution for their contact center.?

Ideal for ‘pure’ Teams CCaaS solutions, where all types of calls pass by the Teams Tenant, ClarifyGo can record PSTN and Teams-to-Teams calls and meetings, including all internal and outbound calls, videos and screen-sharing.??

It’s also perfect for organizations that want to record simple Teams Phone calls outside of the contact center, delivering company-wide compliance in a single solution that ensures that nothing is missed.

ClarifyGo is fully compliant with major regulations, Microsoft-certified, and cost-effective, available from just 10 users into the thousands. Being a fully SaaS solution, it’s quick and easy to add to a contact center, taking less than half an hour to set up, and is fully managed by Oak, with recordings stored securely in Azure.

Explore how ClarifyGo can meet your recording needs today. For more information, contact us at [email protected]