By Michael Levy
According to Gartner, one in four contact center seats is now communicating using Microsoft Teams. Therefore, you likely have agents handling customer inquiries and complaints using this platform across one or more of your contact centers. That means expanding the value of your Microsoft Teams solution to turn recorded interactions into valuable business assets.
To ensure quality of service and protect your business, it’s time to start capturing those interactions to monitor agent performance, maintain compliance (GDPR, PCI, HIPAA, and so forth), and protect your organization in cases of he-said/she-said disputes. With limited built-in recording capabilities for Microsoft Teams, consider an add-on recorder. Here are ten key factors to consider when making your selection:
1. Record All Interaction Types
Your recorder must be able to handle your interactions (voice, video chat, and screens) regardless of their type. This includes:
2. Support Multiple Integration Points
Your recorder needs to support multiple integration points, including:
- direct routing via SBC
- compliance recording APIs
3. Offer Omni-Channel Recording Capabilities
What’s more, your recording solution must be able to capture voice, video, chat, and screen so you can have full interaction recordings to replay when necessary to prove compliance, resolve a dispute, and gain valuable insights.
Integrated playback in a single window also enables your managers, supervisors, and team leaders to precisely assess agent performance based on live interactions as they occur. Most recorders do not offer omni-channel playback.
4. Provide Versatility
Your Teams recorder ought to be able to offer various regional storage, data sovereignty, and geo-zone storage options to support your unique requirements.
5. Uphold Regulatory Compliance
Record on demand, pause or resume, and sensitive-information masking are critical features that allow your agents to comply with relevant industry and governmental regulations such as GDPR, PCI, HIPAA, TCPA, and MiFID II. Your recorder must be able to support these capabilities to enable agents with the tools they require to comply. It’s also important to deploy a recorder that can accommodate regional storage and recording to support local privacy and data transfer laws.
6. Present Accessible Storage Options
You need secure access to your recordings. Therefore, you also require versatility in where your interactions are stored. You need a Microsoft Teams recorder that enables you to keep your recordings safely stored in various cloud locations, such as AWS and Azure.
7. Control and Restrict Access
Recorded interactions can contain sensitive information, such as patient details, credit card information, passwords, and PINs. Therefore, you must be able to restrict access to your stored interactions. Unauthorized access can leave your company and your customers vulnerable to misuse, compliance violations, and potential lawsuits. You need the ability to control playback permission levels by restricting access to authorized agents, team leaders, and managers. Also look for the ability to restrict and allow access to third parties without the need for exporting unencrypted audio files.
8. Allow Customization of KPIs and Intelligence Data
The performance data from your customer interactions can provide value to the members of your contact center team: managers, team leaders, agents, quality assurance supervisors, and analysts. Therefore, you want each person to be able to customize the KPIs and intelligence they see.
Look for dashboards you can tailor to each user, enabling authorized staff to view the specific metrics and information that helps them perform their tasks more successfully. You also want the ability to integrate with and access other reporting solutions, such as Microsoft PowerBI.
9. Function in Hybrid Environments
Some organizations, especially those that have undergone a merger or acquisition, have hybrid contact centers featuring multiple communications and PBX platforms. These complex environments can cause problems for many recording solutions. You need a recorder that can support hybrid environments with the same recorder.
For instance, look for a solution that can capture and store interactions across both a Cisco VoIP PBX and Microsoft Teams using the same recorder. This eliminates integration and playback compatibility concerns. The recorder should also support multiple integrations and hybrid environments to reduce risks and enable smooth technology migrations.
10. Work with a Variety of Communication Devices
You likely have a mix of mobile and office-based devices. You need a recorder that can capture interactions from these devices simultaneously.
Some interaction recorders only capture certain types of communications, while others lack flexibility for the types of deployments and storage options required. When selecting an interaction recording solution to support your Microsoft Teams interactions, consider these ten factors so you can select a recorder that supports your business requirements.
Michael Levy is the president, CEO, and co-founder of Numonix, an innovator in the development of interaction recording and quality management solutions.