Teams Recording Falls Short: Compliance-Grade Capture Key to Unlocking Voice Analytics
The enterprise unified communications (UC) market is growing rapidly, and recording has become an essential component of this growth. According to Guy Yaffe, VP of Interaction Recordings at AudioCodes, Microsoft, Cisco, and Zoom are the dominant players in this space, with their voice user bases expanding by around 15% annually.
Before the advent of generative AI, recording was already reshaping the market. The launch of ChatGPT in November 2022 marked a significant turning point, as organisations began to explore the possibilities offered by the data they already hold.
Recording has become a commodity, but it's not just about capturing conversations; it's also about creating a foundation for more lucrative services like voice analytics. To support this, recording must meet two key requirements: convenience and compliance.
The distinction between these two aspects is often misunderstood by organisations. Native Microsoft Teams Recording, for instance, was designed to provide basic functionality but lacks the features required by regulated organisations, such as automatic capture and retention of recordings that can withstand scrutiny.