In the nascent days of software-as-a-service, procurement was a less complicated affair. The limited options made it easier to identify best-in-class solutions. However, the proliferation of cloud-based Unified Communications (UC) services has introduced a dizzying array of choices for enterprises, especially when it comes to seemingly straightforward decisions like selecting a call recorder for Microsoft Teams.
Chloe Emm, Growth Director at Oak Innovation, simplifies the initial decision-making process into two categories:
“You’ll often find that the recording built into contact centre solutions or direct routing is basic: it’s not Microsoft certified, not compliant and only records PSTN calls. The irony is that once a customer takes on Teams as their telephony, they usually see a decrease in PSTN calls and an increase in Teams-to-Teams calls and meetings, leaving a gaping recording hole.”
She contrasts this with Oak Innovation's approach:
“Instead, we serve customers with Microsoft certified recording, which uses Microsoft’s own Compliance Recording Graph API to tap directly off the Teams Tenant.” Emm adds, “That means we can record everything - PSTN calls, Teams calls, meetings - both internally and externally. This is a game-changer for any organisation, not just regulated ones, as nothing is missed.”
“It’s true that compliance and risk management remain the driving factors behind call recording sales, where features like call encryption, role-based access and reporting are key. Yet when every call is recorded and nothing falls through the cracks, it also sharpens internal communications and raises the game for customer service across the organisation.”
The Evolution of Enterprise Communication
Once a comprehensive, compliant recording solution like ClarifyGo is implemented, it transforms the way enterprises interact through Teams. The workflow becomes more intuitive and integrated.
“We hardly use phone numbers any more!” Emm points out. “As long as you know someone’s email you can call them directly with a click, which makes the business world so much easier. The era of navigating switchboards, auto-attendants, and wrong extensions is over for good, removing friction and enhancing productivity.”
