In a digital world where news travels fast, more businesses are concerned about reputation. Call recording helps to protect your business by supporting compliance and providing a record of who said what. Quality Management enables best practices to be identified and shared to speed up training and support continuous improvement
Enable easy to manage call recording through
Microsoft Teams with both
Inbound and outbound calls for you organisation
TEAMS CALL RECORDING Call Recording
In Microsoft Teams
Call recording is used for a number of different reasons
Every business will have a specific need as to why they need to record and monitor incoming and outgoing calls
Whether for training, quality improvement, or compliance reasons, the ability to capture communications has long been an important business tool Increasingly, it’s part of a bigger story about improving the flow of information, establishing a better understanding of customer experience, and developing user-focused content and service strategies
This holistic approach to data management has emerged alongside new technologies and deployment options. There’s still a place for on-premises solutions, but virtualisation and cloud services have revolutionised IT infrastructures with cost-effective, flexible, and highly scalable resources to support rapidly growing businesses and larger-scale operations
KEY BENEFITS
Call Recording and
Quality Measurement
Protect your business and improve customer experience
Capture Every Detail
Our secure call recording captures inbound and outbound calls to provide an audit trail of interactions with customers and third parties. Custom flags, tags, and marks make it easy to sort and search recordings
Compliance
Our call recording helps businesses meet GDPR, PCI-DSS and FCA MAR/MAD and MiFID II compliance with a range of options to fit with your chosen IT frameworks and applications
Resolve disputes
Easy access to tamperproof evidence of ‘who said what’ helps resolve misunderstandings with customers or suppliers quickly and amicably, pre-empting serious and costly dispute escalation
Reduce Errors
Fast access to search and playback lets you check calls to verify key details, such as detailed customer instructions or contract details
Improve customer experience
Advanced quality measurement tools enable best practice to be identified and replicated through training, so staff are more confident in providing an exceptional customer experience
We want to help you navigate the maze of deployment options to ensure best choice for your business
STORAGE SOLUTION
Call Recording
Cloud Storage Solution
In a cloud-based solution, you are leveraging an existing and shared infrastructure with the promise of faster deployment, improved availability, and the flexibility to scale up and down as business needs change
Check out the key benefits of using a cloud-based solution for call recording
Business Agility
Software is quick and easy to deploy, requires no additional hardware, and can be scaled up and down to meet fluctuating business requirements’ with ‘as required’.
Security and Accessibility
Recordings are stored securely in the cloud and can be accessed via a single web portal wherever you are
Continuous Availability
Cloud-based services are usually delivered from a secure data centre, supported by a redundant or resilient infrastructure to maximise availability
Cost Management
Subscription licensing covers all recording, storage, and maintenance with no upfront costs. The choice of fixed or flexible licensing (or a combination of both) ensures sufficient resource availability at all times
Holistic Approach
Hosted call recording can be integrated with other services and applications to deliver a highly differentiated customer experience
PCI COMPLIANCE
Security & PCI Compliance
Our Innovation call recording platforms can monitor agent screen activity, recognise when sensitive card data is being exchanged, and automatically pause and resume recording
This eliminates human error by negating the need for manual intervention. However, the risk of fraud remains whenever the agent takes an active role in card payment, even when working in a ‘clean room’
The best approach is to exclude call centre agents from the exchange of card information by handing the call to an automated payment system. Sensitive card information is automatically excluded from call recording while payment is in progress. Our Innovation’s PaymentAssist is a cloud-based service that can be integrated into any contact centre environment to accept sensitive card information entered as DTMF tones and send them on to the merchant’s payment service provider (PSP)
AgentAssist works with the agent to support assisted payments, providing a view of progress during the payment process
SelfAssist is a fully automated self-service system that answers the call, verifies the customer, accepts payment, and forwards transaction data to the PSP
MICROSOFT FOCUSED
Microsoft Solutions Partner
As a Microsoft Solutions Partner and specialist since 1995, we have the expertise and experience to manage all IT projects related to Microsoft products. Get in touch with us today to discuss any Microsoft projects you need assistance with, including IT migrations, IT consultancy, Cloud services, and much more
MICROSOFT FOCUSED
Microsoft Solutions Partner
As a Microsoft Solutions Partner and specialist since 1995, we have the expertise and experience to manage all IT projects related to Microsoft products. Get in touch with us today to discuss any Microsoft projects you need assistance with, including IT migrations, IT consultancy, Cloud services, and much more
CHIEF OPERATING OFFICERPhil Rowell
Wizard IT offer enterprise-grade, cost-effective IT solutions. As a Microsoft Solutions Partner and Expert MSP, we utilise our experience in Microsoft Azure to provide the highest level of performance possible to customers of any industry and size
Our team of talented and experienced IT professionals are dedicated to providing the best service possible for our customers, regardless of their requirements and situationÂ
Get in touch with us today to discuss your current IT network and see how Wizard IT can help your organisation stay connected and safe from unwanted downtimeÂ
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Wizard IT provides 24/7 IT support, consultancy, and cloud migration services, specializing in Microsoft technologies
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WIZARD ITHeadquarters
Wizard IT provides 24/7 IT support, consultancy, and cloud migration services, specializing in Microsoft technologies
OUR LOCATIONSWhere to find us?
United Kingdom
Middle East
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Copyright by Wizard IT. All rights reserved.