Leading cloud communications provider, ASX listed CommsChoice Group Limited (ASX: CCG), today announced that it has expanded its Microsoft Teams Calling solution to include call recording for the Microsoft Teams phone system via its ‘Insights’ application to allow companies to automatically record outgoing and incoming business calls.
Insights cloud-based call recording is a secure and PCI compliant call recording and analytics solution designed to work natively within the Microsoft Teams phone system.
CommsChoice Executive General Manager, Tony Dunphy, said that the Insights call recording software can provide enormous value to businesses large and small.
“Cloud technology has helped to bring call recording down from big business, making it affordable and accessible to all. This functionality can support companies that need to monitor their agents to ensure the quality of the service they are providing, those that want to train new or existing staff, and businesses that may need data for dispute resolution or compliance.”
Insights 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 the Microsoft Office 365 tenancy, which is domiciled so local data compliance is also assured.
Mr Dunphy said, “Historically, call recording has not really been that useful. Not many people truly listen to or do anything smart with all those recorded calls. But with the growth in AI (Artificial Intelligence), recording phone calls and conversations is finally going to bear fruit.
Processing phone calls through an AI engine is going to make call recording infinitely more useful than ever before. And these tools are available now, fully integrated with Microsoft Teams.
Insights will allow companies to perform deep analysis of not just recorded call data, but screen recording, keystroke data, keyword and key phrase detection and to find that data, when they need it.
Insights call recording software requires minimal configuration and maintenance and can adjust to the size of any business with scalable, affordable pricing.
What’s more, call recordings can be accessed instantly and securely from the Cloud via an HTML5 portal on any device, anywhere with a suitable internet connection,” Mr Dunphy concluded.