Customer engagement solution provider Verint has announced a new compliance recording integration with Microsoft Teams to help heavily regulated businesses manage their complex compliance needs across all communication modes used in Microsoft Teams.
Certified for Microsoft Teams in November, Verint Interaction Recording is designed to centrally capture, store, retrieve and analyze Teams voice calling, chat, screen sharing, videoconferencing and other collaboration methods the platform provides.
According to the Melville, N.Y.-based firm, Verint Interaction Recording is part of the company’s Customer Engagement Platform and enables Teams interactions to be managed along with other data sources by the firm’s Engagement Data Management (EDM) solution and stored in the Engagement Data Hub.
The company says EDM consolidates and harmonizes customer interactions from a wide variety of Verint and third-party sources, as well as historical archives. The solution combines the management of disparate interaction data into one application and breaks down the data silos that complicate data management, governance, and compliance.
This is designed to help reveal new insights from the comprehensive, cohesive and holistic view of customer engagement in the Engagement Data Hub, according to Verint.
David Singer, vice president of go-to-market strategy at Verint, says the combination of hybrid work, complex regulatory environments and increased adoption of collaboration platforms such as Teams is making it difficult for organizations to make sense of interactions and communications streams.
“The combination of hybrid work, complex compliance regulations and increased adoption of collaboration platforms like Teams creates the perfect storm for organizations to have to manage and make sense of the multitude of interactions and communications streams being used in highly regulated industries,” Singer says. “Verint Interaction Recording helps organizations leverage the latest digital collaboration channels while enabling them to take a total quality approach and ensure compliance with industry regulations and international banking standards.”