Call Recording Compliance

The Limits of Microsoft Teams for Financial Services By Tracy Hendy Shiels, Solutions Consultant, Business Systems. Microsoft Teams continues to expand across enterprise communications, with Teams Phone now supporting over 26 million PSTN users globally. We’re increasingly seeing financial services clients migrate their voice infrastructure to Teams - but as they modernise, compliance can’t be an afterthought. Financial services firms, especially, should be asking themselves the question: 'Can I rely on Microsoft Teams alone when it comes to recording and...

MiFID II call recording in 2026: from sampled playback to full surveillance When the Markets in Financial Instruments Directive II came into force in 2018, most firms treated the recording obligation as a technology procurement exercise. Buy a recording platform, switch it on for the trading floor, tick the box. Nearly a decade on, recording the calls has turned out to be the easy part. The requirements that now determine whether a firm passes regulatory scrutiny are the harder ones:...

Microsoft Teams has become the backbone of collaboration across financial services, insurance, the public sector and other regulated industries. Trading conversations, client discussions, internal decisions and approvals are now happening daily across voice, video, chat and shared files. That shift brings opportunity, but it also introduces risk. For organisations operating under regulations such as FCA, MiFID II, GDPR and similar global frameworks, Teams conversations are regulated records. If they’re not captured correctly, stored securely, and retrievable on demand, compliance gaps...

Outdated recording technology isn't just an inconvenience, it's a ticking time bomb for regulated firms. For financial services and other heavily regulated industries, end-of-life (EoL) voice recording systems can create dangerous blind spots. When vendors withdraw support, these unsupported platforms become vulnerable, exposing your firm to major compliance penalties under frameworks like MiFID II, FCA, and GDPR and incurring vast maintenance costs to keep them running. Retaining EoL systems is no longer viable. It complicates audits, escalates costs, and increases...

Legacy voice data can be challenging for organisations – often difficult to keep track of, manage, and adhere to regulatory demands. Nevertheless, there are a few key steps that can be taken to simplify legacy voice data management.  1. Consolidate your View of your Legacy Voice Data For organisations with considerable legacy voice data estates, one of the biggest challenges is keeping tabs on many different storage solutions that may be in use simultaneously. Because the nature of voice recording...

As international hubs where individuals from different backgrounds and cultures come together, the diversity of trading floor and banking environments can introduce complexities in voice transcription due to variations in accents, dialects, and industry-specific jargon. Compliance teams must ensure that transcriptions accurately capture the intended meaning of conversations, even when language barriers or technical terminology exist. The majority of errors or inaccuracies in transcriptions often come from transcription engines which are unable to cope with trader speed and jargon. This...

For organisations in regulated industries, voice and data is not only key to operational success, but also compliance. Skills required to unlock the value of voice and data are complex. Not to mention the technology required as financial organisations grapple with legacy infrastructures and scalability challenges when transitioning to the cloud.  Voice and data remains at the top of many financial organisations priority list when keeping up with compliance, regulation and employee conduct.  After meeting with and listening to more...

For organisations such as Trading Floors, Financial Services or Contact Centres, using the native recording within Teams isn’t enough. These organisations need a compliant Microsoft Teams Call Recording solution. This solution will record, monitor and store regulated and customer interactions in order to remain compliant. If you are looking for a Microsoft Teams Call Recording solution, then here are 6 top features to look out for: 1. Microsoft Teams Search and Playback Microsoft Teams by itself does come with basic...

Ever since Financial Services have used voice recording platforms they have had to put measures in place to ensure that their recording platforms are actually recording calls. It has never been a strength of recording vendors to ensure their systems can evidence this. Therefore, Financial organisations have had to use expensive technical resource and manpower to perform manual tests to ensure recorders are operating as expected at the start of each business day. This is driven by an increasingly stringent...

When organisations think about improving their business operations, a lot of the time they tend to overlook smaller things that could potentially have a big impact on the business. For example, integrating a call recording system is often one of those overlooked methods of improving a business.  Sometimes big business changes can be improved by what we like to call 'smart changes'; you will be surprised at the impact one change, such as installing a call recording solution, can have on your business.  Contact centres in particular, look for call...

The pandemic has had a significant effect on how business are being run, due to the challenges of homeworking and changes to technology.  According to Julia Hoggett, the FCA’s Director of Market Oversight, banks must still deliver the same standard of surveillance with home workers as they would in an office environment.  Hoggart warned that any challenges faced at the beginning of the pandemic where the usual levels of recording and surveillance were not possible, should now be fixed. It...

Most organisations are dealing with rapidly evolving and growing technology landscapes and voice architecture plays a big part in this. Call Recording solutions have been around for years, it’s an established technology and many organisations are now on their second, third, fourth or even fifth generation voice recording solution – and therein lies the problem.    Call Recording Management: Challenges of a large Call Recording Infrastructure  When it comes to managing a large call recording estate, the waters have become muddied. Heads of IT are having to deal with call recording systems...