Native Call Recording for the Microsoft Teams Phone System
Comms Group 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.
Comms Group 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.
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.
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.
Insights - simple deployment with flexible pricing to suit your place in time requirements.
Comms Group recognises all businesses have different requirements at different times, which is why Insights offers as range of licences to meet different business requirements.
Global Data Sovereignty & Compliance
Using Comms Group Insights gives you peace of mind with your customers call recording data stored where your Office 365 licensing is domiciled.
Comms Group 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.
Fully PCI Compliant Call Recordings
Comms Group Insights enables users to reliably protect customer data taken from call recordings within PCI DSS requirements. Using its PCI DSS module, Comms Group 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.
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.
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.
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.