Geomant

Microsoft Teams Call Recording Service

Geomant's call recording service for Microsoft Teams offers a flexible and cost-effective approach to interaction recording and transcription. Utilising market leading Verint VFC technology, along with our Azure hosting experience, we offer fully managed software as a service (SaaS) and hybrid packages to suit all business requirements.

Features

• Recording for Compliance & Quality
• Multi-lingual Transcription
• Summarisation (AI)
• Deep Integration with Microsoft Azure
• Microsoft Teams Recording (Voice, IM, Video & Screen)
• Sentiment Analysis
• Topic Extraction
• Scorecarding
• AI (automated analysis of transcriptions)
• Choice of Deployment - Cloud & Hybrid

Benefits

• Captures and stores complete communication records in MS Teams
• Helps ensure data protection and integrity with encryption
• Provides multi-lingual voice transcription and advanced search
• Archives records for instant search and playback
• Provides real-time, customisable dashboards and reporting
• Allows recorded data to be stored on-premises or cloud storage
• Reduces manual effort in compliance and QA
• Facilitates Compliance for Regulated firms

£15.44 to £44.70 a user a month

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at kross@geomant.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

183329608513140

Contact

Kevin Ross
01789387900
kross@geomant.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: MS Teams, Cisco, Avaya, IPC, BT Trader Turrets, others
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Requisite Microsoft licensing and MS Teams are needed to use the service.
• System requirements:
  • MS Teams
  • Requisite Microsoft licenses for recording Teams

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Non service impacting questions are responded to within 24 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Available from web site.
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: Support levels are available to meet the requirements of our customers; including 24x7 and 8x5 or bespoke options.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A comprehensive knowledge base is available online. Geomant typically undertakes a free-of-charge requirements gathering exercise in order to understand which Verint components may be of value to each customer. Customised documentation will be prepared, based on the components to be deployed.; If migrating from another recording service, data migration services are available.; Depending on complexity, customers can be onboarded within a few days.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data may be extracted upon request. The method and content will be agreed prior to the data being extracted.
• End-of-contract process: All data and recordings are the property of the customer, and Geomant is acting as data processor on customer's behalf. At the end of the contract, Geomant will work with the customer to define how the data will be extracted and where it will be extracted to. The Verint solution includes data extraction and migration tolls which can be used for this purpose. Geomant will charge for this service, based on man-time and any Azure usage charges involved.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The Verint web portal provides the administration and configuration interface for all tenants.
• Accessibility standards: None or don’t know
• Description of accessibility: Access is via the public internet using secure HTTPS.
• Accessibility testing: None
• API: No
• Customisation available: Yes
• Description of customisation: Recording modalities, recorded users, retention periods, QA Scripts, custom reporting etc.

Scaling

• Independence of resources: Geomant hosted Teams Recording is deployed in Microsoft Azure data centres, and benefit from proactive resource monitoring that allows for flexible resourcing.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics are specific to each customer use case. E.g. we provide metrics for number of calls recorded and storage size used.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Verint

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: Less than once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data Management Policies can be created based on the customer export requirement. Geomant will manage this process either as a one-off or period exercise.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Various audio formats
  • Various video formats
  • Various report formats (e.g. PDF, CSV, etc.)
• Data import formats: Other
• Other data import formats: Various audio formats

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Geomant guarantees the availability of the hosted recording service. Should the Service be unavailable, customers may be due a Service Credit, calculated on a monthly basis, as a percentage of that month’s Service Fee. Scheduled and suitably notified maintenance windows, as defined within the Terms of Service document, will not be included in the availability calculation. Service Credits can only be used as a credit against future invoices.
• Approach to resilience: We provide inherent fault tolerance and HA capabilities in our services and also rely on cloud provider redundancy capabilities. Further details are available upon request.
• Outage reporting: In case of any outage affecting any one customer, we immediately get in touch with them via phone and email and also provide an update on our public system status page.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Our product provides a full RBAC permission mechanism over on the Administration portal.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: CertUnion
• ISO/IEC 27001 accreditation date: 09/12/2022
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Geomant has its own comprehensive information security policies and processes.
• Information security policies and processes: Geomant has its own comprehensive information security policies and processes.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow ISO procedures.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: The Operations Director is responsible for threat assessment and prevention.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Managed by our Support Team.
• Incident management type: Supplier-defined controls
• Incident management approach: Geomant has dedicated Support, DevOps and Service Delivery teams, and operates to well-defined processes and procedures. Users can report incidents via email and phone, and all incidents are logged in an incident management system. Post-incident reports, including RCA are created for high severity incidents.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Multi-tenanted sustainable Azure cloud infrastructure replaces inefficient on-prem server infrastructure. See Microsoft sustainability statements online.

Pricing

• Price: £15.44 to £44.70 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at kross@geomant.com. Tell them what format you need. It will help if you say what assistive technology you use.