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News : Theta Lake Delivers Voice Compliance Innovations Across Call Center, Enterprise Voice, Trader Voice, and Mobile Use Case

#contactcenterworld, @thetalake

Santa Barbara, CA, USA, June, 2024 - Theta Lake, Inc., a Digital Communications Governance (DCG) provider and a provider of Unified Communication Compliance solutions, has added a number of capabilities, integrations, and partnerships to meet the growing need for updated voice recording and compliance capabilities. As companies embrace alternatives to legacy voice and calling infrastructure and move to cloud-based unified communication-based phone and voice platforms, modern voice recording compliance approaches have become essential. This shift to cloud-native voice presents new challenges for legacy compliance recording systems that are device and network-based, and Theta Lake is at the forefront of delivering innovative solutions to meet the need.

Regulators are imposing record-breaking fines, nearing $3 Billion USD over the last 2 years, on organizations that fail to effectively manage their communication landscape. These failures range from not retaining voice calls and messages to inadequate handling of PCI and untimely response to GDPR right-to-be-forgotten requests. Additionally, a lack of supervision over employee communication practices is also a concern. The message from regulators is clear: organizations must prioritize proper oversight and data retention across all communication channels, including voice and messaging.

Theta Lake now supports recording and recording capture for a wide range of platforms with voice capability.  Many more integrations are planned for 2024.

"We’ve focused our integrations and efforts at Theta Lake on providing the broadest coverage for Cloud Voice Unified Communication platforms with the deepest DCG capabilities for compliance," said Dan Nadir, Chief Product Officer, Theta Lake. "This latest wave of integrations, capabilities, and patented technology is just more validation of our impact and innovation in compliant voice."

"At first, we were skeptical that Theta Lake’s TranscriptionRN(R) solution could do everything promised. Theta Lake is amazing and delivers on all of our requirements. It’s remarkably accurate in analyzing all those hours and hours of recordings and reliably identifying the things that we’re looking for," said Neil Kendall, Managing Director, Tupicoffs.

"Theta Lake’s compliance recording enabled us to adopt Microsoft Teams, which was paramount in keeping our regulated employees productive and engaged with our customers," said Paul Jones, Head of Technology, Longview Partners. "Theta Lake helped us very quickly implement a full compliance suite to capture and record all aspects of Microsoft Team’s Meetings, as well as proactively detect risk in the recordings, enabling our compliance teams to be much more effective and efficient when performing review. Not only are we compliant with MiFID II regulations, but our compliance teams are also able to scale with the growing volume of unified communications we are recording."

#contactcenterworld, @thetalake

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


Today's Tip of the Day - Service Standards

Read today's tip or listen to it on podcast.

Published: Tuesday, June 11, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Help Desk Software

 
1.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

2.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

3.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
 

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