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What you need to know about Skype call recording

Skype for Business call recording is a relevant topic for many businesses. That’s because, in the ever-changing world of technology, businesses have to keep pace with an evolving mix of communications channels. So, in addition to providing employees with fixed line phones for their desks, as well as mobiles for remote working, they must also consider the evolving mix of additional channels which are being adopted, for internal and external communication.

One such channel is Skype for Business. Skype for Business is seen by many enterprises as a powerful collaboration tool that serves multiple purposes, from a single user interface. In addition to enabling person-to-persons communications within a company, it also allows breakout to other Skype for Business users, in other organisations. Users can also connect to conventional phone and mobile networks, from any of their active devices.

In this blog, we explore call recording options for Skype for Business. Specifically, we examine what this means for on-premises (SfB Server) and hybrid models. That’s because Microsoft has committed to supporting SfB server until at least the end of 2024. Neither the online version nor the newer Microsoft Teams solution currently supports call recording, largely due to technical limitations imposed by Microsoft – although as a Microsoft partner, we expect to solve this problem in the first half of 2020. So, with that in mind, let’s look at the key things you need to know about Skype for Business call recording.

How Skype for Business adoption is surging

According to UC Today, Skype for Business adoption surged past 100 million seats globally in 2018. It’s continuing to grow and has become a key communications channel across many enterprise segments. As such, any business that has a call recording policy must also consider how to include Skype for Business within their call recording programmes. Of course, this has a complication, because Compliance Officers and CIOs must ensure that they find a solution that can record Skype for Business call as well as other channels that they might use. The preferred solution for most customers is a single, integrated solution – not one solution for each platform.

Let’s start with compliance. Compliance matters because, since the introduction of MiFID II, financial companies have been obliged to record ALL conversations between employees and customers. The legislation covers any call or digital communication made on a device provided by the firm – for example, a fixed line in the office, or any tool that the firm has authorised to be used for work such as a personal mobile. This extends to other common communications channels, such as Skype for Business. So, if you are using Skype for Business, then ensuring that you can easily and painlessly record all Skype for Business calls is essential to support your compliance programmes.

What this means for Skype for Business call recording

So, what does this mean in practice? Well, MiFID II stipulates that all customer communications must be recorded and stored for a period of at least five years.

Moreover, the recordings need to be protected with stringent security measures in order to ensure their integrity. Such measures are equally important for another key piece of legislation, General Data Protection Regulations (GDPR). In this case, it’s absolutely critical to ensure that you have the right access control, according to the different needs of different users.

Of course, it’s also important to ensure that recordings take place automatically, with no requirement for user action. By the same token, the recordings should have minimal impact on the IT estate – seamless activation, recording and storage is mandatory to ensure optimal efficiency.

Include Skype for Business calls in quality assurance and training programmes

All of the above is equally applicable if you want to use recordings for quality assurance and training purposes. If conversations take place across Skype for Business, then call recording is essential, so that valuable insights are not lost to the organisation. Recordings can be used for training programmes, to ensure continuous improvement and learning.

Similarly, because Skype for Business can allow breakout to conventional phone lines, then these mixed-media calls would also need to be considered as part of the recording regime. Put simply, organisations cannot afford to neglect Skype for Business when it comes to call recording. So, given these considerations – how can you find a solution to this problem? Touch Call Recording Service is the answer.

Seamless call recording for Skype for Business

Touch takes away the stress of managing your Skype for Business call recordings with a complete, as a service solution: Touch Call Recording Service. Not only does this cover conventional call recording, from fixed and mobile lines, it also offers integration with Skype for Business server, both hosted and on-premise.

The Touch Skype for Business recorder covers all kinds of Skype for Business calls:

  • Skype to Skype
  • Skype federated calls
  • External Calls, to public fixed line and mobile phones

An easy-to-use web-interface offers advanced search and retrieval capabilities, so the complete call history across different digital channels is available. Hierarchical-based protection ensures that access rights are restricted and permission levels can be applied.

Touch Skype Recorder extends call recording programmes to ensure that full regulatory compliance can be achieved. If you are concerned about how to bring your Skype for Business footprint into the scope of your compliance programme, get in touch to find out how we can help.

 

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