A365 Call Recording for Teams: Record and securely store customer interactions to minimise risk. Use AI to unlock conversational intelligence and drive performance.
Core Capabilities (All Plans)
- Easy deployment and administration
- Mobile-responsive, browser-based application
- User interface: multi-language support
- Transcription: multi-language support
- Synchronizes with the voice platform for simplified deployment and administration
- Recording storage included
Recording Retention Periods
- Essentials: 30 days / 90 days / 1 year
- Advanced: 1 year / 7 years
- Ultimate: 1 year / 7 years
- Ultimate IQ: 1 year / 7 years
Administration & Access
- Administrators can view and assign user licences and permissions
- Online help and video tutorials (UK English)
Recording Management
- Find, play, and share recordings
- Search and play recordings:
- Play / backward / forward
- Mute
- Skip silence
- Playback speed control
- Securely share recordings via time-limited links
- Download individual recordings
- Bulk download recordings
- Review associated recordings (participant history)
Analytics & Evaluation
- Recording analytics KPI dashboard with extensive filtering:
- Date
- Time
- Evaluation
- Outcome
- Evaluate calls to understand performance
- Add private and shared comments
- Essentials: 1 shared comment
- Rate calls using a single score
- Create and use scorecards to evaluate calls
Automated & AI-Driven Capabilities
- Automatically evaluate conversations using scorecards (Auto QA – preview feature)
- Add call outcomes, reason codes, and notes
- Automatically assign call outcomes and reason codes
Transcription & Conversational Intelligence
- Transcription minutes included per month:
- Essentials: 500 minutes
- Advanced: Unlimited
- Ultimate: Unlimited
- Ultimate IQ: Unlimited
- Transcription summary (500 minutes included per month on Essentials)
- Highlight keywords and phrases
- Predefined topics*
- Sentiment rating for every conversation:
- Good
- Average
- Poor
- View:
- Audio participation
- Sentiment rating
- Exact topic matches alongside audio
- Word Cloud to highlight commonly used words
*Predefined topics include: escalation and complaints, complimentary language, abusive language
Reporting & Insights
- Export recording details to Excel
- Ask questions in plain language and receive evidence-based answers (CIQpilot)
Security, Privacy & Compliance
- Manage security, privacy, and compliance
- Select call recording storage location
- Tamper-proof recordings using PGP encryption
- Convenience, compliance, and on-demand recording policies
- Mask Caller ID to protect caller privacy
- Exclude specific calls based on Caller ID
- Audit trail of administration and user activity
- Manual deletion of individual recordings
Recording Controls
- Manual pause, resume, and discard
- Enable or disable Microsoft recording notifications
Legal & Compliance Features
- Retain recordings using legal hold and retrieve when required
- PCI DSS compliance support:
- Automatic redaction of sensitive card data
- Protect sensitive information with playback lock
Integrations & APIs
- Integration with other applications
- Synchronize account and contact names with CRM
- Select and play recordings from Analytics 365 Call Analytics
- Developer API access
