five reasons to recrod conversations in microsoft teams title image

Five Reasons To Record Conversations In Microsoft Teams

By Brian White, Business Development at Oak Innovation

Microsoft Teams is a serious contender for the ‘Most Talked About Tech Award’ of 2020.

In April this year, the number of daily Teams users catapulted from 44 million to 75 million in a single month. Its flexibility of use – somewhere between a collaboration tool and complete communications solution – was perfectly situated for a global workforce suddenly more dispersed than ever. Teams quickly became as much part of the common vernacular in 2020 as Zoom or Disney+.

When It Comes To Unified Communications We Listen

Like many other manufacturers and vendors, at Oak we sat up and paid attention.

Any organization serious about Unified Communications will recognize the goldmine of information that Teams represents. Capturing that data by recording streams including calls, video conferencing, screen-sharing and chat is just the beginning. It’s what you do with it that makes the difference. Let’s go through our top 5 reasons to keep those conversations to help you now and in the future.

Compliance And Risk Management Within Microsoft Teams

Some organizations, such as financial traders, are obligated by law to record conversations. But even those who aren’t often benefiting from having proof of what was said to whom in case of disputes with customers or contractors. Recorders can also detect compliance activity, such as pause/resume recording during card transactions.

Replicating Rock Star Performance With Microsoft Teams

Want to know how your star performers land so many sales or why others struggle so much? Basic call evaluation tools let you score performance using benchmarks like script adherence. More advanced speech analytics can pinpoint keywords and even emotions almost in real-time, so you can respond quickly.

Customer Experience

It takes effort for customers to give feedback or write reviews. But a sample of conversations can quickly give you a flavor of how they’re feeling and ideas to improve the experience for others. Record, study, learn, adapt, and repeat for an ever-evolving Customer Experience in the Contact Center.

Staff Training And Well Being Fueled By Microsoft Teams

At a time when more people than ever are working from home, you can pick up a lot about how your staff is doing from interactions and support them as needed. Speech analytics is brilliant for this, helping to measure productivity, pressure points, knowledge gaps, and even emotional health. Selected recordings can be used to provide training in a wide range of topics.

Marketing And Sales Optimization Through Teams

In a fast-paced world, being able to respond to campaign feedback quickly puts you ahead of the game. Speech analytics provides feedback in near real-time, so you can respond or change tack much sooner.

You get the idea. Recording communications in Teams and analyzing those recordings is a necessity for some and benefits many others. But what do you look for in a vendor? Here are a few pointers:

Look for a Microsoft Partner

While a number of companies offer recording for Teams, those that aren’t whitelisted by Microsoft as certified Partners are capped or ‘throttled’ at just 10,000 calls per month.

Does The Recorder Meet Compliance Standards?

If compliance is a must-have for you, check the recorder captures both internal and external interactions, including mobile. Our Clarify recorder uses Microsoft API integration to capture it all. Calls should also be stored in an encrypted format and you may want to restrict access to them.

Do You Want To Record All Channels?

You may not need to, but if compliance is a priority or you’re serious about performance assessment, it’s a lot easier if you can record every type of interaction with a single product – calls, video, screen, and chat.

Do They Offer Speech Analytics?

Speech analytics is basically designed to save you a lot of time evaluating conversations yourself. Recordings from our Clarify recorder can be run through Call Journey Conversation Analytics to identify keywords, script adherence, compliance practices, and emotions. All this in near real-time. It can even transcribe calls to text for Microsoft Insights.

Look For Ease Of Use With Microsoft Teams

Can the recorder be deployed in a Teams only telephony environment? Does it still work if you want to retain your current PBX? Does it integrate with your CRM to make it easier to search and retrieve recordings? Even something like being able to use your Microsoft log-in details to access the recorder can reduce friction and save time.