Compliant Call Recording & Analytics

We align retention and access controls with applicable regulations (e.g. POPIA) and your internal policies.

Retention is configurable per policy and can vary by call type or business unit.

Role-based access with MFA and full audit trails controls who can search and retrieve content.

It supports compliance programmes for POPIA, FAIS, FICA, PCI-DSS, MiFID II, Dodd-Frank, HIPAA, GDPR and CCPA. Final compliance depends on your own policies, configuration and obligations.

Native recording stores calls but lacks tamper-proof storage, granular retention, legal hold, audit logs and cross-platform consistency, which are what audits and disputes rely on.

Legal hold preserves specific recordings beyond normal retention for litigation, disputes or regulatory inquiries. When the hold is released, recordings are disposed of through logged, defensible deletion.

Yes. Conversation Analytics includes automated redaction of PCI card data, personal information and health information from both audio and transcripts.

You do. An exit process with secure deprovisioning and compliant data handover is available, as defined in your contract.

Hosting and residency are confirmed during solution design based on your regulatory and contractual needs, then documented in the design and contract.

FirstNet Compliance Recording captures Microsoft Teams calls and meetings, Zoom Meetings, Zoom Phone and Zoom Contact Center, PBX, SIP and unified-communications systems, and inbound, outbound and blended contact centres. Recordings from every platform go into one tamper-proof archive, with one retention policy, one search and one audit trail. PBX recording uses SIPREC, port mirroring or supported gateway integrations.

Recordings are kept in tamper-proof storage with rotating 256-bit AES encryption at rest and in transit. Admin and reviewer access needs multi-factor authentication, and permissions can be limited by user, group, recording type and metadata. Audit and security logs show who accessed which recording, when and what they did. Sharing outside the platform is controlled and logged.

Core Recording covers secure capture and governance: encryption, MFA, permissions, retention policies, legal hold, call sharing and audit logs. Advanced Recording adds QA and evaluation workflows, supervisor playback and tagging, enhanced call details, advanced reporting and optional screen capture. Conversation Analytics adds multilingual transcription, summaries, sentiment analysis, automated PCI, PII and PHI redaction, automated QA scorecards and dashboards.

Yes. FirstNet offers a once-off compliant migration of historical recordings from existing on-premises recorders, with chain of custody preserved. It can be added to any recording setup. Large or complex migrations, such as several recorders, high data volumes or a regulator deadline, start with a technical workshop before timelines are committed. This helps businesses retire legacy recorders facing hardware end-of-life.

Yes, through the optional Managed Compliance Service. FirstNet operates the platform for you: policy configuration, retention administration, legal hold, user provisioning and audit-evidence support, plus regular compliance reviews with your compliance or risk lead. It suits organisations without internal admin capacity, with high audit exposure or needing strict separation of duties. Without it, your own admins run the platform day to day.

Yes. POPIA sets out consent and retention requirements, so recorded lines should play a consent prompt before the conversation starts. With FirstNet Compliance Recording, the consent prompt is configured and tested as part of activation, and a sample of calls is checked in the first week after go-live. Deciding whether to record all calls or only some, and for how long, should be settled before go-live.

Usually not on its own. Microsoft Purview Communication Compliance focuses on policy and supervision inside Microsoft 365. It does not capture compliant audio across PBX, Zoom or other non-Teams platforms. FirstNet Compliance Recording records Teams, Zoom, PBX and contact-centre calls into one archive with tamper-proof storage, retention policies, legal hold and audit logs, so the whole estate follows one policy.