Microsoft Teams in regulated industries: 3 steps to reconcile productivity and compliance

In a joint webinar, experts from Verint and Luware discussed the challenges of Teams adoption in regulated industries and how to successfully roll out Teams Compliance recording in 3 steps.

To enhance productivity, streamline collaboration and establish lines of communication for an increasingly remote workforce, regulated businesses are implementing new collaboration technologies such as Microsoft Teams across their entire operation. However, the ability to adopt Teams and maintain compliance with internal policies and external regulations may be hindered without the appropriate tools in place.

In the joint webinar by Verint and Luware, experts from the field shared their insights and experiences. Read this brief summary of the webinar or watch it in full length:

Challenges of compliance recording

These are the main challenges that companies are facing regarding Teams adoption in regulated industries:

  • Working from anywhere: Globally dispersed teams create new levels of complexity. While newly adopted UC/soft clients allow for efficient collaboration and communication, traditional recording platforms cannot cope with them. Physical devices often cannot be used remotely.
  • New ways of collaboration: Video conferencing, screen sharing and chat are on the rise. If you want to exploit all these communication modes by Teams in regulated industries, your recording solution will need to capture all peer-to-peer, group or channel-based interactions.
  • Recording is just the beginning: Interaction capture is only the first step to full compliance. Regulatoions demand to manage Teams interactions alongside other UC, collaboration, mobile, trading turrets and PBX. Besides storing the recording, compliance recording tools must be able to perform data governance, security, retrieval and

Ask yourself about regulations, infrastructure and vendor requirements

When embarking on the journey to a compliant adoption of Microsoft Teams in regulated industries, companies should ask themselves which regulations and policies are applicable to them and how this influences the use of Microsoft Teams’ features. In terms of infrastructure, you want to integrate Teams and mobile into your compliance recording landscape. Lastly, check the track record of your potential vendor to ensure a safe and secure deployment of the compliance technology for Microsoft UC.

After assessing the questions above, you may want to start the journey to reconcile productivity and compliance by using Microsoft Teams. To successfully establish the right compliance solution for you in an efficient manner you should follow these 3 steps.

Step 1 – Deploy Teams across your whole organization

First, you will need to deploy Microsoft Teams across your organization. Using one platform for all employees establishes the basis for a comprehensive and uniform compliance tool.

Step 2 – Choose a compliance recording solution

It’s important to understand the difference between convenience recording (what you natively get in Teams) and compliance recording:

Convenience Recording (Teams native)
  • Manual convenience recording
  • Cloud storage in MS Stream only
  • Basic search & playback
  • Transcription only available in MS Stream
  • Recording only MS Teams interactions
  • Data only available in public cloud
  • Resilience insufficient for compliance use case
  • Limited security and auditing features
Compliance Recording
  • Automated recording based on a policy
  • Multiple compliance storage integrations
  • Advanced search, playback, data governance
  • Integration with various transcription engines
  • Unified capture for Teams and other platforms
  • On-prem, hybrid or cloud deployment
  • Robust resilience for undisrupted recording
  • Enhanced security, access control, audit trail

A comprehensive compliance recording solution covers data governance, search & playback, transcription & analysis, case management, access control, user admin & workflows as well as data export. Choose a compliance solution that covers all the features that are crucial for your organization.

The Verint Compliance Recording solution

Step 3 – Choose a service model that fits your needs

You want to choose a service model that fulfills your requirements and enhances operations within your organization. You can either manage the solution yourself or you can get a “carefree”-package by an experienced service provider. The main differences are:

Self-managed
  • Need for trained personnel
  • Infrastructure costs
  • Security & firewall management
Managed by service provider
  • Rapid deployment
  • Transparent costs
  • Ease of use
  • Peace of mind (infrastructure & application monitoring)
  • Continuous updates

About Verint and Luware

Verint and Luware have been fostering a strong and effective partnership for over six years. Verint is a software solution leader in Microsoft UC recording. Luware has the largest customer base of any Verint partner for Skype for Business and Teams Compliance Recording providing fully-managed cloud-based SaaS offerings for the Verint Compliance Recording.

The speakers

The joint webinar was hosted by Phil Fry, Mike Pryke-Smith and Gerry Durning from Verint and Alexander Grafetsberger from Luware.

Alexander Grafetsberger

Alexander Grafetsberger Luware UK Director

Alexander Grafetsberger
Executive Director, Product Management
Luware

Alexander Grafetsberger has a profound expertise in communication and recording solutions with a strong focus on Microsoft technology and Teams in particular. He has worked in the UC industry for over 7 years. Since joining Luware in 2013, he has designed and deployed software solutions, lead customer projects, managed the Professional Service Team and now works as Executive Director at Luware UK. As the product manager of Luware’s cloud solutions he has an in-depth understanding of the technology as well as customer’s specific business requirements. With his expertise in calling and compliance recording, he has supported many companies in their transition to Teams, especially mid-size and enterprise customers in the financial service industry.

Phil Fry, Verint

Phil Fry
VP, Product Strategy
Verint

Phil Fry is VP of Go to Market Strategy for Financial Compliance at Verint. He brings with him over thirty years ’ experience within the Financial Services Industry with 20 years at Deutsche Bank heading up the Global Voice Engineering, where he drove and implemented leading edge, innovative solutions for both Front & Back Office Voice Technologies as well as developing Regulatory and Compliance tools and automated assurance capabilities.

Gerry Durning

Gerry Durning
Director, Product Management
Verint

Gerry Durning is part of the Product Strategy Group, with responsibility for Verint’s Compliance Recording Strategy, this includes Contact Centre and Financial Markets Compliance. Gerry is Product Manager for Verint Financial Compliance Capture.

Mike Pryke-Smith

Mike Pryke-SmithVP, Strategic Partnerships, EMEA
Verint