Cloud-based Contact Center Quality Assurance for Microsoft Teams

Effortlessly record and analyze all your contact center conversations with Luware Recording. Capture conversations for training and quality assurance and gain valuable insights along the way.

Deliver Outstanding Service with Luware Recording 

  • Measure quality across multiple communication channels
  • Proactively improve service with automated quality checks
  • Gain deep insights that enable data-driven action

3x Verint Compliance Partner of the Year

99.99% Uptime

25,000+ Users

Trusted by Fortune 500 Companies

  • Credit Suisse Logo
  • UBS Logo

Quality Monitoring for Quality Customer Service

Gain strategic insight into customer behavior and proactively improve agent and bot performance. Luware Recording enables you to capture, store and analyze your customer conversations across all voice, digital and bot channels, so you can take data-driven actions that propel your customer service forward.

Our fully managed service combines Verint’s cutting-edge compliance recording technology with our expertise in hosting and maintenance. Say goodbye to the hassle of managing a recording solution and let us handle it for you, so you can focus on growing your business.

Learn more about the Verint partnership

Safeguard Your Data With Stringent Security

Your security is our priority. Our information security policies are rigorously reviewed and updated to protect your access, data, and business continuity.

Security

Rigorous security measures are in place that have earned us the respected ISO 9001 and ISO 27001 certifications, and we are currently undergoing the SOC2 Type II certification process.

Authentication

To ensure that only authorized users have access to the platform and data, Luware Recording leverages the Azure Active Directory to provide strong multi-factor authentication and industry-standard authentication flows.

Reliability

Luware Recording maintains an impressive 99.99% uptime and employs rigorous measures to ensure uninterrupted business continuity.

Everything in One Place

Capture and retrieve text, voice, video, and desktop interactions in one easy-to-use platform. Luware Recording supports various devices including the Microsoft Teams desktop application, the mobile application, and Microsoft-certified desk phones.

How Organizations Like Yours Are Using Luware Recording To Improve Customer Service

“With different recording solutions for the various communication and trading platforms, the maintenance of the solutions was a nightmare. Now we only need to maintain one solution.” – Daniel Steinmann, Swiss Re

“We no longer have to worry about the stability and infrastructure of the contact center. We are very satisfied with the solution and especially appreciate the personal commitment of Luware employees to provide us with effective and customized solutions and to respond to feature requests”. – Markus Sonderegger, Head of Digitization and Business Transformation, Credaris

Smart Solutions for Contact Center Quality Assurance

Find and Replay Conversations

  • Streamline your search and replay experience with an intuitive portal
  • Stay organized by labeling, grouping, and adding notes to conversations
  • Easily locate key moments with manual and automatic conversation markers

Quality Management

  • Strategically review conversations in a consistent manner
  • Automate quality management with tailored workflows and triggers
  • Gain valuable insights into agent performance with Quality Management Scorecards

Integrate Systems

  • Record multiple platforms in one unified dashboard
  • Connect to your preferred data or voice inventory
  • Access a wide range of storage archives

A Fully Managed Service with Secure and Reliable Hosting

Whether you choose a multi-tenant or private-tenant environment, Luware Recording ensures the safety and security of your data.

  • Hosted in the Microsoft Azure cloud with multi-layered and integrated security controls
  • Logically segregated configuration to keep data demarcated, private, and secure.
  • Voice recordings are stored directly in your Azure storage.

Multi-Tenant
  • Hosted in Microsoft Azure cloud in Switzerland or the EU
  • Supports up to 1000 users
Private-Tenant
  • Can be hosted in an Azure region of your choice
  • Recommended for over 1000 users

Get in Touch With Us

Tell us more about your current quality assurance challenges, so we can find the best solution for you.

Talk to an Expert

Tell us more about the challenges you face when it comes to contact center recording, and we’ll help you find the right solution for you.

Frequently Asked Questions

What kind of support and maintenance do you provide?

Comprehensive support and maintenance is included in our fully managed subscription and covers all necessary maintenance tasks. For those who require additional support, we also offer a premium 24/7 support model that can be purchased at an additional cost.

How do you guarantee business continuity planning?

We ensure business continuity through a comprehensive Business Continuity Management plan that is rigorously tested and regularly updated. This plan is designed to ensure uninterrupted access to our services, providing you with the confidence that your business operations will continue smoothly even in the face of unforeseen circumstances.

What kind of analytics and reporting features are available in Luware Recording?

Luware Recording offers a wide range of reports and dashboards with valuable compliance insights such as call trends and system usage.

Can I scale Luware Recording scale as my business grows?

Absolutely! Luware Recording is a cloud SaaS product that offers seamless scalability. You can easily add licenses and storage space as your business expands, ensuring that your recording capabilities grow in line with your business needs.