Release 1.8.0: Smarter Compliance and Improved User Experience
We’re excited to announce the launch of Luware Recording 1.8.0, which brings with it new tools to streamline compliance and enhance user experience.
What’s new?
Enhanced search & replay
To increase user-friendliness, call search and playback have been improved. This includes:
- Simplified navigation: Tabs enable quick switching between Speech Analytics outputs or conversation details without supervisors having to open the conversation details window.
Expanded Luware Nimbus metadata
The following additional details from Luware Nimbus queues are now collected and stored, enabling users to gain deeper insights into the call routing of recorded conversations:
- First Service Line: The initial queue receiving the inbound communication before any transfer.
- Last Service Line: The final queue receiving the communication before it is answered by a Luware Nimbus agent.
Azure Entra ID storage authentication
Luware Recording now supports Microsoft's best practice for authentication to customers’ Azure storage accounts with Entra ID, enabling role-based access control.
Comprehensive audit logs ensure full transparency and accountability, helping our customers meet strict regulatory requirements and streamline audits. Authentication is managed depending on the customer’s operational model:
- Multi-tenant: Luware provides the identity used for authentication.
- Private tenant: Option to manage and maintain their own authentication identity.
Transcript optimization
Save time in managing transcripts with improved export functionality:
- Download transcripts in PDF format: Users with playback access are now able to download conversation transcripts in PDF format directly from the web portal for easy review and sharing.
- Export Scheduler: Transcripts and metadata are now exported only after Speech Analytics transcription has fully completed, providing greater accuracy and reliability.
Upcoming features
Upgraded REST APIs
With the Luware Recording REST APIs available to our customers in September, we're excited to say that two new additional features have been added:
- Advanced search: Search and filter for calls and query core conversation data such as the metadata, labels, cases, and Speech Analytics transcriptions, and pass them to other products or data processing tools for further analysis or advanced usage.
- Enhanced security: The API now also provides better authorization, authentication, and audit logging functionality, as well as powerful scoping and access control capabilities.
Speech Analytics bots
We’re taking compliance and conversation intelligence to the next level with AI bot functionality embedded directly into Luware Recording. The result? Your team can cut out the noise and focus on what really matters.
We’ve described our three new bots in detail here—something not to be missed. The bots will be available to customers in September.
Want to know more?
Please reach out to your Customer Success Manager or Account Manager for more details. In case you need support, do not hesitate to consult our release notes or submit a ticket.
