Short answer
Not on its own. Smartz records voice and agent desktops for quality and coaching. If you are regulated under FAIS, FSCA or similar regimes, FirstNet pairs Smartz with CallCabinet or Smarsh compliance recording on the same contract.
In detail
What each layer does:
- Smartz: voice recording with instant retrieval, the Smartz Desktop Recorder for agent screens, and QA evaluations with a dispute trail in Engage.
- Smartz Analyz: audit reports that log every export and recording playback.
- FirstNet Compliance Recording: tamper-proof storage with AES-256 rotating encryption, MFA, retention policies, legal hold, defensible deletion and audit logs.
- Conversation Analytics tier: transcription, sentiment and automated PCI, PII and PHI redaction for audio and transcripts.
This split keeps quality and coaching in the contact-centre platform, and puts the archive that audits and disputes rely on in a purpose-built recording platform. FirstNet Compliance Recording supports programmes for POPIA, FAIS, FICA, PCI-DSS and other frameworks, but final compliance depends on your own policies and configuration.
POPIA also expects a consent prompt on recorded lines, which can be built into your IVR welcome announcements. FirstNet can scope Smartz, the voice service and compliance recording together, so they arrive as one design.
Source: FirstNet Contact Centre service page →
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