Skype for Business does not have a full-featured recorder built into the application. If you require robust capabilities, you need to consider an integrated, Microsoft Certified recording solution.
Criteria to look for:
Types of recording – The different types of recording you can choose from includes centralized recording of Internal, PSTN, Conference, Remote Agent, Mobile or Federated Voice, Video and Chat.
Recording methods – The three methods of data capture for S4B are Edge Server Model, Media Relay and Standard packet Capture Service.
Interoperability – There are an endless number of Lync and S4B versions still in use today, as well as versions for Windows, Mac, Ofﬁce365 and so on. If you have multiple sites using various versions, you want to be sure your recorder can capture all of them, simultaneously. If your recorder has limitations on which versions it can properly record, this can cause signiﬁcant problems for you.
Lync 2011 for Mac OS X Version 14.0.7
Windows Skype for Business 2015 client 15.0.4
Skype for Business 2016 (Office 365 version) on Windows 16.0.6
Deployment – You need a recording solution which supports your speciﬁc environment, whether you have two locations or 25 spread across the globe. It is important to have centralized management, storage and playback of recordings in order to standardize for quality and risk mitigation across your organization. Therefore, make sure the recorder can support various types of deployments (single-site, multi-site, regional, geographic), whether you require them all today or may in the future.
Data visualization/intelligence – To help you assess agent performance and monitor and measure customer service performance, you need metrics and reporting data from your recordings. Some recording systems provide rudimentary reporting capabilities – think Excel. This is not what you want. You need visualization tools that bring your interaction data to life so you can easily identify:
Agent skill deficiencies
Root causes of workflow delays
Customers at risk of defecting
Sales and marketing intelligence
You can uncover this type of business information with push-enabled, customizable dashboards and widgets which let you choose what information is displayed and in what format. With this intelligence at your ﬁngertips, you will be able to make highly informed decisions which impact performance in the areas of customer service, sales and marketing.
Security – You record calls to support a variety of critical business functions, and some of your interactions contain personally identiﬁable information such as credit card numbers, pin numbers, social security numbers and so on. You want to be able to restrict access and playback of these sensitive interactions to only authorized staff. For example, you might want to restrict calls based on various permission-based user profiles, such as:
Agents who are authorized to take credit card calls