Interaction recording is a vital tool for many organisations that need to capture, store and analyse voice and video communications for various purposes, such as quality assurance, compliance, training and customer service.
Traditionally deployed on premises, interaction recording solutions are increasingly delivered as subscription-based cloud offerings (Recording-as-a-Service or RaaS), along with many other enterprise software solutions.
The benefits of the cloud are well known – from enhanced flexibility and scalability to improved cost management and accessibility. But in order to ensure a smooth transition to the cloud, organisations and channel partners offering such solutions need to take several factors into consideration. In this article we will delve into a few of them.
1. Compliance
In today’s regulatory landscape, it is paramount for recording platforms in strictly regulated industries like finance and healthcare to offer features that meet the necessary regulatory standards. The platform you select will need to meet regulatory requirements such as GDPR, HIPAA, MiFID II, PCI DSS or other industry-specific standards applicable to your organisation.
2. Microsoft certification
With the growing adoption of Microsoft Teams for communication and collaboration (320m users at the last count), organisations find themselves in need of reliable recording capabilities. When considering a recording application for integration with Microsoft Teams, it is essential to verify that the solution is certified by Microsoft. This certification ensures seamless compatibility and integrated functionality within the Teams environment.
3. Choose a recognised vendor for reliable service and support
By prioritising vendor support and recognition, organisations can ensure the reliability and success of their recording solution deployment. When selecting a vendor for your recording solution, consider:
· Recognition: Choose reputable vendors with a proven track record of success and customer satisfaction.
· Financial Stability: Do your due diligence into the financial status of the vendor.
· Managed Services: Seek vendors offering comprehensive support for ongoing maintenance and optimisation.
· SLAs: Ensure timely support and issue resolution through service level agreements (SLAs).
4. Flexible storage options
The shift towards cloud-based RaaS offers organisations greater flexibility and scalability when it comes to the storage of their recorded data. “Bring your own storage” (BYOS) capabilities empower organisations to leverage their existing trusted storage solutions or to select their own preferred cloud storage providers.
By prioritising flexibility and scalability, organisations can ensure they select a recording solution that remains adaptable and responsive to their changing needs and growth trajectory.
5. Optimising user experience and adoption
Usability and adoption play a crucial role in the successful implementation of a recording solution. Here’s how to ensure a seamless user experience and maximise adoption:
· Intuitive user interface: The recording application should offer a seamless and user-friendly interface integrated within the Microsoft Teams environment. This ensures that users can navigate the application effortlessly and access its features easily.
· Quick deployment, onboarding, and user training: To facilitate a smooth transition to the cloud-based recording solution, organisations need to provide comprehensive onboarding resources and user training.
6. Analytics – driving performance with insights
Analytics play a huge role in optimising recording solutions to meet organisational objectives such as optimising performance, enhancing compliance and delivering maximum value in alignment with overarching business objectives. Key strategies include:
· Monitoring and Quality Assurance: Implement monitoring tools and dashboards for real-time visibility into recording performance and quality, ensuring smooth operations.
· Adopting AI: Explore AI-powered features like automatic transcription and sentiment analysis to extract valuable insights from recorded content, enhancing decision-making and efficiency.
Maximising success for cloud-based recording applications
Embracing the cloud for recording applications enables organisations to leverage advanced features and technologies while maximising efficiency and productivity. AudioCodes Interaction Recording is an intelligent, cloud-based, Microsoft-certified enterprise recording solution that makes it easy for organisations to capture and index all types of internal and external communications automatically and effortlessly.
With full integration with Microsoft Teams, AudioCodes Interaction Recording service enables organisations to migrate to Teams while staying fully compliant with relevant regulatory requirements across sectors.
AudioCodes Interaction Recording is available on an “as-a-service” basis delivered via the AudioCodes Live Platform, a unique, multi-tenant SaaS offering that makes it easy for partners to offer calling and contact center convergence for Microsoft Teams, eliminating the need for building and maintaining their own complex service infrastructure.
Leveraging Live Platform’s rapid customer onboarding features and advanced automation tools, partners, resellers, system integrators and service providers can deliver interaction recording to their customers as part of a wider consolidated Teams calling and contact center service offering, simply and securely from the cloud.