Enabling Contact Centre Recording Natively in Microsoft Teams


Capturing conversations seamlessly across all your channels is important for any contact centre, with business compliance, dispute resolution and quality improvement as key drivers.

While there are different methods for Teams voice recording, native integration with Teams provides the broadest coverage as it enables all calls to be recorded. This includes both standard PSTN and Teams calls, ensuring both contact centre calls and back-office calls are captured.

Pete Fedarb - Consultant at Enghouse Interactive, takes us through:

  • How Enghouse delivers native customer interaction recording in Microsoft Teams
  • The latest enhancements to Enghouse Quality Management Suite (QMS/Callrex) ahead of the latest release update in January 2023


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Call Centre Software That Integrates With Microsoft Teams

Easy-to-use & Highly Flexible Microsoft Teams Certified Contact Centre Solution That Delivers A Premium Experience For All Your Users

The combination of Microsoft Teams and Enghouse Interactive Customer Experience (CX) solutions creates an intuitive, highly flexible contact centre that ensures a premium experience to all your users. Improve the Customer Experience using collaboration tools your staff is comfortable with while maximising the Unified Communications (UC) investments your organisation has already made, in the cloud. 

Leverage Enghouse’s advanced Contact Centre functionalities including skills-based routing and analytics, comprehensive call centre metrics, voice and digital interaction recording, quality management, and AI-enabled solutions while effortlessly communicating with customers, subject matter experts (SMEs), back-office staff, and decision-makers.

Benefit from using the ubiquitous Teams interface with advanced collaboration capabilities across phone calls, voice messages, email, SMS, webchat, and social media to handle customer calls and resolve their issues with increased speed and accuracy.

Fully Secured UCaaS 
Cloud-based, operationally optimised, and fully secured. Collaborate with piece-of-mind. Security capabilities include SOC2, PCI-DSS, End-point Security, and others.

Enghouse Interactive is proud to be in the Microsoft Technology Adoption Program (TAP) for Microsoft Teams. Microsoft has rated Enghouse Interactive in the top 1% of their Partner Ecosystem.

Top Reasons to Migrate to a Microsoft Teams Enabled Call Centre

Improve First Call Resolution (FCR)

Instantly know who is available to help resolve a customer issue. Use threaded, persistent, and contextual chat, including private 1 to 1 or group conversations, file sharing and transfer, both internally/externally.

Enable Video Collaboration

Enables face-to-face multi-party interactions in a robust and resilient environment. Optimised for mobile, includes “share-your screen” functionality. Up to 10,000 endpoints per video broadcast.

Benefit From Ongoing Innovation 

Benefit from Microsoft’s commitment to innovation through new functionality and ongoing feature improvements without the need for additional investment.

Increase Agent Engagement

By using the intuitive Teams interface, its enhanced productivity tools, and real-time performance monitoring dashboards.

Integrate Other Microsoft or Third-Party Apps

Easily Integrate Microsoft Dynamics CRM, Workforce Management solutions, or other industry specific third-party apps or complimentary platforms.

Ensure Operational Flexibility

Using your existing carriers/telecom providers or add additional infrastructure providers for highly strategic routes. Local PTSN termination can be provided by Microsoft as part of their Direct Routing package.

Ready To Embrace Evolution With Microsoft Teams Call Centre Software?

Request A Demo Now!

About Enghouse Interactive

Enghouse Interactive (EI), a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software, services, and video solutions, serving thousands of customers for over 35 years. Enghouse Interactive solutions enable customers to deliver winning customer experiences by transforming the contact center from a cost center into a powerful growth engine.

Enghouse Interactive’s core values – Reliability and Choice – are key differentiators in the global marketplace. Reliability speaks to Enghouse Interactive’s reputation for consistently honoring its commitments to its customers, staff, partners, and investors. Choice is reflected in the unparalleled breadth of its CX portfolio, which enables customers to choose from a wide array of solutions, whether deployed on-premise, in the cloud, or on a hybrid platform. By leveraging a broad range of technologies and capabilities based on open standards, Enghouse Interactive simplifies the advanced integrations customers require.

Respecting local regulatory requirements, and supporting any telephony technology, Enghouse Interactive ensures that its customers can be reached by their customers – anytime, anywhere, and via any channel.

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