Teleworking was already something that was beginning to be normalized in certain sectors such as IT, however, it was not until the confinement by the COVID-19 crisis, that the adoption of teleworking was accelerated, either to connect teams to each other, provide consulting services to customers or even provide support.
Such was the urgency of the need to connect work teams that the increase in the use of UCaaS, of which MS Teams, Webex, Zoom or Google Meets are part, was 41%. In fact, according to Microsoft, the number of active users on Microsoft Teams went from 32 million in 2020 pre-pandemic to 145 million in 2021, an increase of 453%, making Teams the fastest growing product of the technology giant.
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These platforms have brought about a change in behavior and ways of working, and have brought numerous benefits, such as immediate installation, scalability, affordability and ease of use. In this way, an additional platform has been added to all the existing means of communication in the business environment, such as telephone, email or even fax in many sectors.
The challenge of Compliance
It is undeniably true that the adoption of UCaaS has been a relief for companies, however, companies face the challenge of ensuring compliance with data protection regulations as demanding as MiFID II or the GDPR for each and every one of the platforms through which they communicate with their customers or process their data.
- MiFID II: Is the EU directive that regulates the recording of calls in securities trading. The legislation requires comprehensive recording and safeguarding of calls regardless of the channel, whether telephone, video call, chat or email.
- RGPD: This is the European Regulation that regulates the encryption (anonymity) of information, data custody in secure environments, traceability and absolute control of access to data, the right to be forgotten and the right to portability.
- CCPA: The Consumer Privacy Act regulates how companies around the world can handle the personal information of California residents; they have the right to know what information is collected about them, to know if and to whom their personal information is sold or disclosed to third parties, to access their personal information, or to request deletion of their personal information.
Therefore, having tools or programs that make companies comply with these regulations becomes an essential aspect for business continuity. Currently on the market there are numerous high-tech omnichannel communications recording software, which retention, custody and retrieval conditions solve the challenge of compliance in highly regulated and monitored industries, such as the financial sector.
Recordia Connector for Microsoft Teams
Microsoft Teams calls must be recorded and custodied as a matter of policy when using this platform as a means of contacting customers, obtaining their data and consents and providing them with services, so it is essential for companies to have recording software capable of automating the recording of these calls so as not to miss a single detail.
One such software is Recordia, which has developed the Connector for Microsoft Teams, addressing the enterprise onmicanality and solving the problem of compliance. The Recordia Connector is easily integrated into the platform. Active and ready to record 24/7, the Connector silently joins calls without interfering with call quality, announcing the recording to both parties and complying with legal requirements.
Capture calls made in MS Teams
With Recordia for Microsoft Teams, you can record both calls and video calls 1 to 1 or more participants, whether incoming or outgoing, both between Microsoft Teams users, as well as the calls of these users with external numbers. In addition, shared desktops are also captured so that no detail is lost.
Centralize all your recordings in a single application
With Recordia you can record all kinds of interactions, such as landline calls, mobile calls, SMS, emails, fax and now also Microsoft Teams calls and video calls. In this way, all the recording and storage is centralized in a single platform in a secure way, facilitating its later audit and retrieval, increasing security and efficiency in the task of recording and custody of interactions.
Increase the productivity of your agents
Provide quality training based on real Microsft Teams calls to your agents and sales reps to offer your customers an excellent experience or replicate the best sales and deals. In addition, monitor and ensure compliance with your quality standards and best practices among your employees, as well as provide top-notch customer service.
Track customer meetings comprehensively
The list of call participants and their data are recorded in Recordia, allowing you to keep a detailed follow-up of the contacts you have had with your customers or potential customers, as well as to monitor their development and maturity.
Comply with international regulations
Recordia helps you meet the technical privacy requirements of the regulations; Teams calls remain secure and encrypted in Recordia. Back-up or recover recordings at any time, successfully pass audits, prove the authenticity of the recordings and limit access to them, adjust the period and location of the servers in which custody is performed.
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