Native Call Recording for the Microsoft Teams Phone System

CommsChoice Insights Call Recording as a Service solution (CRaaS) for the Microsoft Teams Phone System. Insights uses true Cloud technology to capture all customer/agent audio and screen interaction. Insights call recording software completely eliminates the cost of on-site hardware and back-up systems, effortlessly adjusting to the size of any business with scalable, affordable pricing.

CommsChoice Insights offers a flexible month-to-month Call Recording SaaS that eliminates hardware investment, storage concerns, maintenance costs, and includes 24×7 support.

Whether calls need to be recorded for compliance or security, dispute resolution, or staff training, Insights provides a secure, scalable and flexible call recording package for the Microsoft Teams Phone System. Using direct routing or with Microsoft, Insights delivers the Call Recording Package you need.

Commschoice Insights for Microsoft Teams Calling
Microsoft Teams Call Analytics Call Detail

A Complete Call Recording Solution for the Microsoft Teams PBX

As Insights is offered as a CRaaS, it automatically includes all upgrades and 24×7 support. Insights Cloud Based call recording sits natively within the Teams environment and securely captures incoming and outgoing customer calls and stores them securely, and in accordance with all compliance standards. Calls are stored in the same location as your O365 tenancy, which is domiciled so your local data compliance is assured.

Access Your Microsoft Teams Call Recordings Anywhere

You can access your Microsoft Teams Calling call recordings instantly and securely from the Cloud via the Insights HTML5 Portal. Our application delivers your recordings on any device, any where with a suitable internet connection. Our Cloud network is hosted worldwide, assuring redundancy, security and reliability.


Simple Call Recording Retrieval

Anyone who has experienced 'fishing around' for a call recording will understand that quality Call Recording indexing is important. Insights employs a powerful AI to organise your data into an ever-growing body of knowledge, and equip you with the tools to intelligently target the data you seek. Insights empowers you to perform deep analysis of not just call data, but screen recording, keystroke data, keyword and keyphrase detection, and so much more.

Microsoft Teams Call Recording Retrieve index

PCI Compliance made easy

Insights is designed to make PCI compliance easy natively within the Microsoft Teams Phone System, protecting sensitive personal and financial details spoken over the call. PCI redactions are essential to staying legally compliant, and Insights can trigger accurate redactions three ways:

  • Automatically using our AI
  • Manually via phone agent
  • With an API call

All calls are securely encrypted and stored redundantly in the Cloud. Our compliance share feature allows sharing of call recordings via a time-limited link to encrypted Cloud-stored audio.

    Microsoft Teams Analytics Call Recording Compliance

    We’ve have a secure and compliant cloud based call recording and analytics solution, designed to work natively within the Microsoft Teams phone system.

    Compliant

    All calls are stored in a 256-bit encrypted format, with the file preserved in its original state with rotating encryption methodology that is unique to each individual call, making all recordings 100% compliant with regulations and legislation.

    Seamless

    Whether there is a single location with five extensions or a nationwide infrastructure with multiple branches and millions of calls, our compliant call recording solution for the Microsoft teams phone system can do the job.

    Secure

    All calls are stored in our cloud servers and are not only backed up, but have a redundant option across multiple servers and geographical locations.

    Teams Hybrid PBX solutions

    Insights Cloud-based multi-tenant design seamlessly integrates multiple IP Voice platforms. We know many business are not ready to ditch their current PBX. Our solutions work across multiple platforms allowing businesses to transition to Teams without have to jettison significant infrastructure assets.

    • Hybrid PBX Compatibility across Microsoft Teams Phone System, SFB, Hosted PBX and IP PBX from Vodia, Metaswitch, BroadSoft, Cisco and many others.
    • Multi-tenant architecture, supporting networks spread across multiple geographical locations
    • Cloud-based design gives access to all your call data (across unlimited locations) from any HTML5 browser
    • Provisioning and pricing are manageable from any tier of your multi-tenant platform
    • Single unified call recording and QA solution for operations of any size.

    Insights - simple deployment with flexible pricing to suit your place in time requirements.

    CommsChoice recognises all businesses have different requirements at different times, which is why Insights offers as range of licences to meet different business requirements.

    Call recording for ms teams
    Teams phone system Call recording Quality Control

    Global Data Sovereignty & Compliance

    Using CommsChoice Insights gives you peace of mind with your customers call recording data stored where your Office 365 licensing is domiciled.

    CommsChoice Insights provides global data storage compliance available to your business regardless of industry, size or location. Insights addresses compliance requirements for MS Teams Call recordings with text transcription, AI-driven data redaction, and 256-bit AES encryption for your audit trail.

    Insights provides compliance across a range of compliance regulations including GDPR, AU Privacy Act, PCI-DSS, MiFID 2, FAIS, CCPA and POPI.

    Data compliance is driven by a range of factors that affect most business with financial, health, consumer protection and for remote or online transactions.

    Call recording is required under a range of circumstances including:

    • Contract fulfilment
    • To fulfill a legal requirement
    • To protect one or more participants
    • In the public interest or needed for the exercise of official authority
    • For a legitimate benefit to the recorder unless the interests of the call participants override that benefit.Call recording for the Microsoft Teams Phone System

    Fully PCI Compliant Call Recordings

    CommsChoice Insights enables users to reliably protect customer data taken from call recordings within PCI DSS requirements. Using its PCI DSS module, CommsChoice Insights cleans personal financial data from call recordings, delivering premium security for you and your clients.

    Audio Redaction of sensitive spoken data

    Audio Redaction deletes any sensitive spoken data from call recordings. Upon playback of a call, Insights masks the audio file across the call segment where PCI redaction occurred. Since the audio has been permanently scrubbed, Insights skips this time segment and jumps to the next segment.

    PCI Compliant Call recording for Microsoft Teams


    Insights uses two methods of audio redaction:

    Via AI Automatic recognition

    Using this method of PCI redaction, Insights AI speech recognition engine monitors your conversations in real-time.

    Insights will recognise and permanently redact sensitive data in the conversation such as credit card numbers. This method offers enterprises an effortless path to PCI DSS compliance. Not only is it reliable, it’s flexible. Our analytics engine can be trained to redact only numbers with certain prefixes, or to redact any consecutive string of numbers. Our AI can be tweaked to suit your needs down to incredibly precise specifications.

    Via API Call

    Some credit card systems require a different method of enabling PCI compliance on recorded calls.

    For instance, these systems may require redaction while an agent is actively viewing the input fields that hold credit card data. In such an instance, an API can connect the agent’s system to Insights redaction functions. For these users, we’ve developed the Insights Desktop Client which runs that API call on every extension that needs PCI compliance. We even provide a script that allows easy deployment of this capability across all those extensions at once. PCI redaction can either be triggered automatically in what we call silent mode, or manually by the agent as needed

    Transcription Hashing

    Transcription Hashing removes financial and sensitive customer data inside your Insights Speech-to-Text transcriptions, replacing the sensitive text with hash marks, signifying that PCI data has been removed.

    Screen Capture Redaction

    Screen Capture Redaction masks financial data detected inside of Insights screenshots. During playback, Insights automatically redacts any screens that are associated with PCI data, skips that segment of the call and resumes synchronously with the call audio.

    Cloud Encryption

    Cloud Encryption conceals the data on the Insights Call Network with 256-bit AES rotating encryption.

    Global Data Sovereignty & Compliance

    Using CommsChoice Insights gives you peace of mind with your customers call recording data stored where your Office 365 licensing is domiciled.

    CommsChoice Insights provides global data storage compliance available to your business regardless of industry, size or location. Insights addresses compliance requirements for MS Teams Call recordings with text transcription, AI-driven data redaction, and 256-bit AES encryption for your audit trail.

    Insights provides compliance across a range of compliance regulations including GDPR, AU privacy Act, PCI-DSS, MiFID 2, FAIS, CCPA and POPI.

    Data compliance is driven by a range of factors that affect most business with financial, health, consumer protection and for remote or online transactions.

    Call recording is required under a range of circumstances including:

    • Contract fulfilment
    • To fulfill a legal requirement
    • To protect one or more participants
    • In the public interest or needed for the exercise of official authority
    • For a legitimate benefit to the recorder unless the interests of the call participants override that benefit.
    Teams Contact Centre Compliance

    Call recording for MS teams PCI Compliance

    Fully PCI Compliant Call Recordings

    CommsChoice Insights enables users to reliably protect customer data taken from call recordings within PCI DSS requirements. Using its PCI DSS module, CommsChoice Insights cleans personal financial data from call recordings, delivering premium security for you and your clients.

    Audio Redaction of sensitive spoken data

    Audio Redaction deletes any sensitive spoken data from call recordings. Upon playback of a call, Insights masks the audio file across the call segment where PCI redaction occurred. Since the audio has been permanently scrubbed, Insights skips this time segment and jumps to the next segment.

    Insights uses two methods of audio redaction:

    Via AI Automatic recognition

    Using this method of PCI redaction, Insights AI speech recognition engine monitors your conversations in real-time.

    Insights will recognise and permanently redact sensitive data in the conversation such as credit card numbers. This method offers enterprises an effortless path to PCI DSS compliance. Not only is it reliable, it’s flexible. Our analytics engine can be trained to redact only numbers with certain prefixes, or to redact any consecutive string of numbers. Our AI can be tweaked to suit your needs down to incredibly precise specifications.

    Via API Call

    Some credit card systems require a different method of enabling PCI compliance on recorded calls.

    For instance, these systems may require redaction while an agent is actively viewing the input fields that hold credit card data. In such an instance, an API can connect the agent’s system to Insights redaction functions. For these users, we’ve developed the Insights Desktop Client which runs that API call on every extension that needs PCI compliance. We even provide a script that allows easy deployment of this capability across all those extensions at once. PCI redaction can either be triggered automatically in what we call silent mode, or manually by the agent as needed

    Transcription Hashing

    Transcription Hashing removes financial and sensitive customer data inside your Insights Speech-to-Text transcriptions, replacing the sensitive text with hash marks, signifying that PCI data has been removed.

    Screen Capture Redaction

    Screen Capture Redaction masks financial data detected inside of Insights screenshots. During playback, Insights automatically redacts any screens that are associated with PCI data, skips that segment of the call and resumes synchronously with the call audio.

    Cloud Encryption

    Cloud Encryption conceals the data on the Insights Call Network with 256-bit AES rotating encryption.


    Why use CommsChoice Insights?

    Powerful Cloud based Call Recording for the Microsoft Teams PBX

    • Deploys in minutes
    • Flexible for Hybrid PBX and Contact Centre Solutions
    • Unlimited Storage with high availability
    • Multiple Global data centres allowing for total sovereign data compliance
    • Global reach with the CommsChoice International Microsoft Teams Direct Routing Network
    • Fast and simple recording search and replay with AI indexing

    Talk to Australia's most experienced Contact Centre for Microsoft Teams Direct Routing people on 1300 42 66 67.


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    Being a MS Gold Partner for Communications means something!

    Its means that Commschoice has been certified by Microsoft for our MS Teams Calling products and our ability to deploy them.

    So choosing Commschoice is choosing a Microsoft Teams Partner you can trust.


    Find out more about Call Recording for Microsoft Teams.