ISI, Verba Demonstrate Skype for Business Recording
May 29, 2015
By Casey Houser
Contributing Writer
ISI (News - Alert) has announced that it spoke with many individuals and businesses at a recent industry event about how its recording and reporting suite works directly with Skype for Business.
Skype for Business is the new iteration from Microsoft (News - Alert) that has grown out of the Lync platform. It contains many communications features of Lync and intends on expanding those features to better meet the demands of enterprises worldwide.
In addition to its capabilities, there is also a need for third parties that can offer recording capabilities that capture all the ways in which interactions begin, progress, and finish.
ISI is one of those third parties, and it met with its partners, clients, and potential customers at the Microsoft Ignite conference earlier this month to express just what it can do for the field of communications.
The company stated that its unified communications platform can enhance the security of Skype (News - Alert) for Business installations by allowing companies to log all their internal interactions and all their interactions with customers. Chris Welch, a partner manager at ISI, provided a quote in his company's blog post about the need for recording in enterprise environments.
“There is a lot of need and buzz in and around compliance and recording,” Welch said. “The fact that we have a solution that provides a single interface to record on multiple modalities of Skype for Business is a very big plus. Customers need to be able to see how calls start, progress, and end across the various ways that users choose to communicate.”
ISI also mentioned that one of its partners, Verba, used the Ignite conference to display its Verba 8 recording platform that is geared toward industries where compliance with federal and state regulation is a must. This includes industries such as finance, healthcare, and government itself, and the Verba 8 platform can offer them recording of voice, video, Web chats, and desktop screens all from the same software.
Verba's introduction of the Ethical Wall features allows businesses to recognize when recording is necessary and when specific parts of conversations should be redacted. In practice, this means that Verba can record conversations up to the point when customers need to provide sensitive information such as credit card numbers. At those times, Verba stops recording for the duration of when such numbers are given and begins recording again when those instances have concluded. The Ethical Wall is also capable of redacting such information from text-based conversations between businesses and their customers.
This sort of technology can be indispensable to businesses in all areas of business. Whether or not they are mandated by law to record aspects of conversations, there is a need in many industries to save their interactions for training purposes and internal analytics which can help businesses complete their work more efficiently.
Edited by Stefania Viscusi