Voice Compliance

where network-based desk phones with voice-only capabilities are things of the past. Today’s phones, delivered via UC platform apps, can run and be used simultaneously across legacy phones, desktops, laptops, tablets, and smartphones, with any network or data connectivity. For efficient and effective compliance voice recording, recording has to shift to the cloud API level for UC platforms.

in a UC world where all ‘phones’ now include SMS, access to persistent chat, and from persistent chat to voice calling in a single app interface, as well as the ability to shift to screen sharing and more. Compliance recording for a conversation now requires the ability to capture all parts of the conversation across audio, text, chat, screen shares and more.

require the ability and optionality to selectively detect the presence of the tool, while, optionally compliantly capturing or recording the output of the tool and the summary via the API of the UC provider, and deciding on the retention, analysis, and review policy for the AI summary, either with the recording or separately.

With the increasing use of voice via UC communication tools, organizations often face the dilemma of balancing compliance requirements with user experience around multi-modal features like integrated SMS or screen sharing, because their existing recording solutions can’t cover these features. Restricting these features drives users to off-channel feature rich tools, which inevitably increases voice compliance gaps, while both reducing employee productivity and UC platform ROI.

where baseline transcription technologies have taken great leaps doesn’t address the need for compliance-specific transcription technology. Relying on Word Error Rate (WER) improvement isn’t enough, and compliant voice recording requires new approaches that add context, enrichment, and specific learning models to tune transcription for finding specific compliance topics and risks more accurately.

are all needs that require a fundamental shift in compliant voice infrastructure. The flexibility of UC and cloud-native voice provides the ability and creates the need to use the UC platforms’ APIs for compliance recording to better route recordings to the right geography for the appropriate users to the right reviewers and retention policies. This can be done without taxing corporate networks nor requiring expensive on-premise or ‘racked-and-stacked’ hosted deployments, and with role-permissioned search and review across the entirety of the content in those records with options to translate into the language the review needs.

is needed to address the combination of the increase in requirements on storing communication records of citizens’ from one country or region within that region, matched to the flexibility and globally meshed nature of UC-based communications across locations, networks, and communication types. Compliance recording infrastructure tied to a device or a network can’t flexibly, efficiently, and cost-effectively support the need to capture, segment, and store in multiple geographic locations, aligned to the cloud-native UC platforms.

is an increasing challenge for legacy compliance recording systems, where improper reconciliation and reporting on voice recordings is triggering an increase in fines.  Cloud voice compliance recording requires tools with detailed reporting for the number of recordings and records captured and a reconciliation of that count matched to where they were ‘sent’ and ‘received’ for storage, along with detailed reports on the retention policies and related logs for how those records are treated.

API integration and recording to capture voice and aComms as well as eComms and any vComms, extended content from AI summaries to screen-shares from enterprise voice, trader voice, and contact center technologies across any device type or location.

Three layers of reconciliation reporting to validate and demonstrate capture of recordings from upstream voice systems and delivery to downstream archiving, storage, and retention policies. Archive and store with Bring Your Own Key (BYOK) encryption, Bring Your Own Storage (BYOS) in the organization’s AWS or Azure storage, and export to other 3rd party archiving and storage systems. This includes the ability to manage multiple stores with distinct compliance retention settings, as well as the ability to store sets of recordings in any geography supported by AWS or Azure for data sovereignty-based record keeping requirements.

Theta Lake’s multi-patented TranscriptionRN® includes capabilities to identify lookalikes, soundalikes, and semantically-related terms using morphological analysis, Metaphone phonetic algorithms, word formation technology to handle ASR grammar errors, and other deep technology-based approaches. These drive better compliance accuracy and effectiveness with transcription across multiple languages, including the capability for reviewers to use on-demand translation of transcripts into preferred review languages.

Theta Lake meets the ever-increasing demands of high-volume voice enabled unified digital communications, with the ability to quickly and efficiently record and capture recordings, process them with indexing, enrichment, transcription, risk detection, and reconciliation, and store them in and across multiple highly efficient storage environments globally.

the recording and capture layer, Theta Lake uses the source data, enriched with items including identity, regions, user demographics, platform type, modalities, and more. This drives power search that produces results in seconds, and allows a deep view of the recording and all modalities in it, as well as views across a conversation spanning multiple tools and calls, including the graph of connections of participants. In addition to this deep and unified search, fully explainable machine learning-based detections and an AI-powered review workspace can be used to quickly and effectively pinpoint items of interest and risk in conversations and recordings.