Microsoft Teams with NiCE Engage Recording

Overview

Unified communication and collaboration platforms, such as Microsoft Teams, are gaining increasing popularity among contact centers and back office for their ability to support chat, video, call meetings, and document sharing on a single platform. Microsoft Teams expands on the capabilities of Skype for Business online and is gradually replacing it as the core communications client for Microsoft 365 and Office 365. As regulations for capturing interactions continue to grow, and as customer interactions shift towards new communication modalities, such as Microsoft Teams, firms need to ensure adequate recording coverage across all communication types. Effective omnichannel recording not only protects the organization from reputational and regulatory damages, but also enables gleaning business insights from customer interactions. NiCE Engage recording for Microsoft Teams provides complete recording coverage of all Microsoft Teams-based communications, ensuring global regulatory compliance and delivering value in all communication channels.