12 questions about interaction recording compliance on Microsoft Teams
Are you using the Microsoft Teams unified communications platform? Do you need a recording solution that meets your compliance standards to protect your data? Here are 12 important questions to ask yourself in order to select a Microsoft Teams interaction recording compliance solution that will meet all your needs.
What should the solution allow us to record?
The recording platform should allow you to capture as many interactions as possible, including voice, video, chat, agent screen and shared files.
Can the solution capture data on different types of devices?
Depending on your environment and the industry in which your company operates, the solution should be able to record on desktop phones, mobile devices and unified communication solutions.
Does the Microsoft Teams interaction recording compliance platform support multiple technologies?
Your platform should be able to record interactions regardless of the different types of phone networks you use. It should also be able to adapt if you use multiple technologies in different locations. It must also be able to record agents working from home in a compliant manner. Therefore, the solution should be able to support different PBXs or unified communication platforms as appropriate.
Does the solution offer an artificial intelligence module?
The AI module should be able to search for compliance-related keywords. This will allow you to find, among all your interactions, those that do not respect your compliance standards. Not only should the AI module be able to work with keyword alerts, but it should also offer the ability to locate a call based on a spoken word.
Where is the data stored?
If your company is Canadian, your information should ideally be hosted, in Canada, in one of the Microsoft Azure data sites. If your company has offices in Europe, the solution must comply with the European Union’s GDPR standard, which requires companies to store customer data in the territory where it is captured.
Is the data storage secure?
The data should be encrypted. In addition, each record should be encrypted with a unique key.
Does the call recording solution comply with all applicable regulations?
You need to ensure that the solution you choose complies with all industry standards and security requirements, both in Canada and internationally, if you are dealing with international customers. For example, is the solution PCI DSS compliant and does it allow you to remove customer credit card numbers? Not only should this information be removed from your audio recordings, but also from screen recordings and transcripts.
What data does the recording solution store?
Your solution should extract as much data as possible, including time stamps, call duration, incoming and outgoing numbers, caller ID, PBX metadata, internal extension numbers and agent ID. In addition, through artificial intelligence, the solution could provide additional information. For example, it could classify calls based on customer emotions. It could also generate alerts when a specific keyword is used.
Can the data be retrieved easily and quickly?
The solution must allow you to access the data in seconds. Therefore, a large volume of data requires a powerful and flexible search engine.
Who can access the data?
Access to data can be restricted using a permission structure. In this case, synchronization with MS Active Directory is often required as well as single sign-on technology.
How is data sharing done?
Sharing audio and video files must be done securely, without having to download and send email calls regardless of your location.
Does the solution offer auditing functionality?
The solution must allow you to know the history of the recording files. Thus, it must attest that the selected file is the original record. In addition, the platform must allow you to verify that the file has been saved, protected, encrypted and archived. Finally, it must indicate whether the file has been searched in the database or if it has been listened to, copied or shared.
Learn more about Microsoft Teams recording solutions for compliance:
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