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July 07, 2016

NICE Releases Update for Skype for Business Call Recording

By Casey Houser
Contributing Writer

NICE, a developer of call recording software, has worked with Microsoft (News - Alert) for several years to support the capture of communications in Microsoft Lync, which has now transitioned to Skype for Business. With that transformation, NICE has had to adapt to the basic changes in its partner’s software and the ways in which end users interact. Most recently, this has led to the release of the latest NICE recording for Skype (News - Alert), a release that was announced this week.

Although the recording of voice, video and text that occurs between Skype participants could work for many industries, it appears that NICE has concentrated on the financial sector with its latest product drop. Chris Wooten, the executive vice president of NICE, said in his company’s announcement that the financial market can bring recording to specific places, such as public trading floors, while also expecting Skype to make a broad impact on global business communications.

“Our new feature for recording Skype for Business audio interactions is a natural extension of NICE’s current leadership in financial market recording,” Wooten said. “More broadly, we expect Skype for Business to disrupt the enterprise-based unified communications market across the board in coming years. NICE is ensuring that customers using our recording solutions in their trading floor environments and elsewhere in their enterprise can fully benefit from Skype for Business.”

The transition from Lync to Skype for Business has captured the usability of the stand-alone Skype client with the security features of Lync. Following the release of Lync 2013, businesses started to see a new interface accompany the security and regulatory compliance features already standard in Lync.

The financial industry must remain in line with strict regulations, and part of what they must complete is the recording of customer interactions. NICE points out that banks may feel extensive pressure to selectively record parts of conversations (such that they may need to pause recording when customers speak or type their credit card or bank account numbers) and that NICE can make that ambition a reality. NICE’s recording software can capture audio or text in line with bank policies, and it can save recordings in a format ready to be searched by keyword, date, etc. Administrators can even monitor Skype voice interactions in real time.

This latest version of NICE should be compatible with past versions, so current customers will not lose their data during an upgrade. Meanwhile, new customers can immediately see the benefits of pairing recording with Skype for their own enterprises, financial or other.




Edited by Alicia Young

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