This integration enables organisations to capture and store contact centre recordings in the same way as media-rich UC
Theta Lake and Zoom have had a partnership stretching back to 2018, centred on Theta Lake providing security and compliance for Zoom’s UC platform and products. This Contact Centre integration is a reinforcing of those firm and secure foundations.
Garth Landers, Director of Product Marketing at Theta Lake, wrote in a blog post announcing the solution:
“Zoom Contact Center is a robust, omnichannel solution that helps businesses deliver prompt, accurate, and supportive experiences for customers and agents alike. For many organizations, these interactions must be captured, retained, and supervised for training purposes and regulatory compliance. Like all of Theta Lake’s integrations with the Zoom portfolio, the integration with Zoom Contact Center is seamless, and integration/deployment takes place rapidly.”
The Theta Lake and Zoom Contact Centre integration allows businesses to capture and safely store contact centre recordings like other unified communications services can — recordings containing sensitive data that need to be secure. This integration plans to enhance the Contact Centre’s security, data management, and use.
The integration includes various other benefits for Zoom Contact Centre. Zoom administrators can also leverage Theta Lake to capture, assess, and archive all contact centre and UC content in a unified platform. This content can then be flagged, tagged for legal consideration, redacted, and carefully reviewed.