Luware Recording is a Luware cloud-based solution that integrates natively with Microsoft Teams Compliance Policy based recording. The solution is based on the Verint Financial Compliance (VFC) software and is certified for compliance recording with Microsoft Teams and many other communication platforms. The solution offers a range of compliance features, including; legal hold, case management, group and user based retention policies, selective recording and advanced reporting. For an overview of Luware Recording's key features, see Recording Features.
Luware Recording provides a robust and economical solution for achieving Compliance Recording on cloud-hosted telephony platforms. We have partnered with Verint, a reputable provider of compliance recording solutions.
How Luware Recording Integrates into the Azure Cloud Services
The diagram below represents the key integration points between the customer and Luware with the Voice Recording Application:
- Customer Web Browser for Luware Recording Portal Access
- Customer Teams Users
- Customer Azure Entra ID for secure sign-in
- Bot Recording for Microsoft Native Teams
- Azure Entra ID synchronization for the customers' users
- Customer Azure Storage Account (Blob Container) for the uploading of customer recorded conversation
Infrastructure & Support
| Required infrastructure on the customer's side | Provided Luware Support |
|---|---|
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Verint Financial Compliance User Interface
A single pane of glass for all your compliance recording conversations. The Verint Financial Compliance user interface provides a familiar and easy to use web interface for recorded users, supervisors and administrators.
Operational Modes
Learn more about the operational modes Multi-Tenant and Private-Tenant…
Operational Modes
Luware Recording offers two operational models:
- Multi-tenant: Ideal for customers looking for a hassle-free recording solution that does not require any infrastructure deployment.
- Private tenant: For customers who require a dedicated recording solution that offers enhanced flexibility and customization options.
Multi-Tenant
In a multi-tenant deployment, a shared instance of software is deployed on virtual infrastructure serving multiple customers at the same time. In this operational model, multiple customers share a single database, and data is logically segregated from other customers.
💡Multi-Tenant is currently available in Switzerland and Germany.
Benefits:
- Economies of Scale: Customers enjoy the full benefits of economies of scale as costly resources are shared with other customers. Luware’s dedicated cloud operations team conducts proactive capacity management to ensure optimal resource availability at all times. All operational costs are seamlessly integrated into our straightforward per-user, per-month subscription pricing.
- Fast and Easy Setup - Luware Recording Multi-tenant environments are already provisioned and ready to use. Luware’s Customer Success team will onboard your new environment within 30 days of purchase using our standard configuration options.
Private Tenant
In a Private-Tenant deployment, a single instance of software is deployed on dedicated virtual infrastructure only serving a single customer. In this operational model each customer has their own independent database and therefore data is segregated from other customers.
Benefits:
- Absolute data segregation: Each customers environment is deployed on infrastructure dedicated to their business.
- Choose your deployment location: Luware Recording is hosted on Azure, and customers who opt for a private tenant environment have the flexibility to select the Azure region that aligns best with their data governance requirements.
- Meet challenging requirements: Private-Tenant environments allow Luware to meet customer specific business and technical requirements, such as additional security measures, penetration testing or complex recording challenges.
- Tailored solution packages: Private-Tenant environments utilize our enterprise licensing package, whereby, Luware will collect customer specific requirements enabling cost efficiencies at scale.
Comparison of the Models
Below is a comparison highlighting the key differences between Multi-Tenant and Private-Tenant environments.
| Key Differences | Description | Multi-Tenant | Private-Tenant |
Hosting Location |
Customer chooses hosting location from available Azure regions. | Switzerland and Germany | ✅ |
Tailored Solution Packages |
Customer requirements define solution package required, enabling cost savings at scale. | - | ✅ |
Dedicated Infrastructure |
Dedicated infrastructure is deployed for each customer. | - | ✅ |
Absolute Data Segregation |
Customers data is stored in a dedicated database. | - | ✅ |
Platform Audits |
Customers can request audits on the platform as part of contractual agreements. | - | ✅ |
Penetration Testing |
Customers can perform penetration testing on the platform as part of contractual agreements. | - | ✅ |
Custom security requirements |
Customers can request additional security requirements as part of the platform configuration. | - | ✅ |
Recording Modes
| Recording Mode | Description |
|---|---|
| Full | All configured recording modalities for the user are recorded automatically and stored using the default retention period. |
| Controlled | The users need to start recording manually, conversations are not recorded automatically. Users can trigger recording from the Web Application. |
| Controlled Auto-start | All conversations are automatically recorded, and the users will have the ability to stop recording at any time using the same controls available for controlled recording, as above. |
| On Demand | All conversations are automatically recorded, but they are first put into a buffer. If the recorded user (or their group supervisor) marks the conversation to be kept then the conversation is placed into the permanent store. If it is left unmarked, then it is automatically deleted. |
Recording Directions
| Recorded Direction | Description |
|---|---|
| Conference | Conversations where the user is part of a conference |
| Federated In | Conversations initiated in a federated network and coming into the organization |
| Federated Out | Conversations initiated inside and going out from the organization to a federated network |
| Internal | Conversations between two endpoints inside the organization |
| PSTN In | Conversations initiated in the PSTN network and coming into the organization |
| PSTN Out | Conversations initiated inside and going out from the organization to the PSTN network |
| Contact Center In | Conversations where the user answers a call from a Nimbus Service Line |
| Contact Center Out | Conversations where the user makes a call from a Nimbus Service Line |
| All | Records all of the above |
Recording Announcements
- Custom Announcements - Customer Recorded announcement can be set.
- Customer Banner Announcements - Custom text can be added to a banner announcement.
Announcement Directions
| Call Type | Announcement Type |
|---|---|
| Internal | Banner Only |
| Conference | Banner Only |
| Federated / PSTN In | Banner & Voice |
| Federated / PSTN Out | Banner & Voice |
Solution Packages
Learn more about our solution packages…
Solution Packages
Luware Recording is available in four different packages depending on your needs and requirements:
Capture Essential - This package covers the basic recording needs for Microsoft Teams voice calls. It is a light-weight, cost-effective package including the essential features like search and playback, standardized RBAC roles and Retention Policies.
Capture Pro - This package is tailored for customers using the solution for convenience/quality management recording for Microsoft Teams. It includes all the standard features in such an environment where powerful search and retrieval, online playback, user provisioning via Azure Entra ID and configurable retention policies are all requirements.
Capture Advanced - This package is aimed towards customers using Luware Recording for compliance purposes for Microsoft Teams. It includes all the features of the Capture Basic package, plus Advanced features, such as Call Import/Export, Access Approval Workflows and Legal Hold, which are requirements within a regulated environment.
Capture Enterprise - This package is tailored for Private-Tenant customers who need recording of additional platforms to Microsoft Teams and have advanced integration requirements, the Capture Enterprise package provides all the features of the Capture Advanced package plus the added flexibility of customer specific platform integrations.
Solution Packages Feature Matrix
INC REC Recording Licensing
 Essential |
 Pro |
 Advanced |
 Enterprise |
|
|---|---|---|---|---|
Operational Model |
Multi-Tenant | Multi-Tenant |
Multi-Tenant |
Private-Tenant |
| Communication Platforms | ||||
Microsoft Teams |
✅ | ✅ | ✅ | ✅ |
Cisco |
❌ | ❌ | ❌ | Optional(1) |
Symphony |
❌ | ❌ | ❌ | Optional (1) |
Turret Providers |
❌ | ❌ | ❌ | Optional(1) |
Mobile Providers |
❌ | ❌ | ❌ | Optional(1) |
| Modalities | ||||
Voice |
✅ | ✅ | ✅ | ✅ |
Chat |
❌ | Optional |
Optional |
Optional |
Screen share |
❌ | Optional |
Optional |
Optional |
Video |
❌ | Optional |
Optional |
Optional |
| Features | ||||
| Search Profiling / Transcription | Optional | Optional | Optional | Optional |
Search and Playback |
✅ |
✅ |
✅ |
✅ |
Pause/resume |
❌ |
✅ |
✅ |
✅ |
Audit Logging |
✅ |
✅ |
✅ |
✅ |
Conversation Import/Export |
❌ |
❌ |
✅ |
✅ |
| Conversation Download/Sharing | ❌ |
❌ |
✅ |
✅ |
Approval workflows |
❌ |
❌ |
✅ |
✅ |
Case Management |
❌ |
❌ |
✅ |
✅ |
| Form-based Evaluation | ❌ |
❌ |
✅ |
✅ |
| Manual Labelling | ❌ |
✅ |
✅ |
✅ |
Automatic Labelling |
❌ |
❌ |
✅ |
✅ |
Dashboards and Reports |
❌ |
✅ |
✅ |
✅ |
Legal Hold |
❌ | ❌ | ✅ | ✅ |
Role-based Access Control |
✅(3) | ✅ | ✅ | ✅ |
Azure Entra ID Sync |
✅ | ✅ | ✅ | ✅ |
| Voice Quality Check | ❌ | ❌ | ✅ | ✅ |
Integration APIs |
❌ | ✅(2) | ✅(2) | ✅(2) |
Retention Policies |
✅(4) | ✅ | ✅ | ✅ |
Multiple Repositories (Azure) |
❌ |
✅ |
✅ |
✅ |
WORM/Compliance Stores |
❌ |
❌ |
✅(1) |
✅(1) |
Encryption |
✅ |
✅ |
✅ |
✅ |
| Customizable PSTN Announcements | ❌ |
❌ |
✅ |
✅ |
| Multi-Lingual Standard PSTN Announcements | ❌ |
✅ |
✅ |
✅ |
(1) Feasibility of the integration of other recording platforms in addition to Microsoft Teams is assessed on a case-by-case basis by Luware.
(2) Only available in Private-Tenant.
(3) Only pre-configured roles..
(4) Only a Single retention policy.
Licensing
|
Essential |
Pro |
Advanced |
Enterprise |
|---|---|---|---|
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