Teams | Collaboration | Customer Service | Project Management

With financial services organizations facing strict regulations like MiFID II, GDPR, and local data sovereignty laws, a high customer satisfaction (CSAT) score in compliance recording is more than a vanity metric. If a solution falls short, the consequences aren’t just technical but can lead to severe fines and reputational damage.

Microsoft is enforcing a policy that requires a Teams Phone Standard (formerly Phone System) license for users who receive bot-initiated transfers or “add participant” requests. This closes a loophole that some third-party solutions, including certain contact centers, have been using to avoid licensing costs. In this article you will learn what is changing, why it matters, and the exact steps you need to take.

We’re excited to announce the launch of Luware Recording 1.8.0, which brings with it new tools to streamline compliance and enhance user experience.

Ever tried getting help from a government agency and found the experience less than ideal? If you have, you probably know that customer service in the public sector often feels complicated and slow. However, a shift is underway as more government agencies recognize the need to improve the public sector customer experience. Many public sector organizations are now actively working to make interactions smoother and more positive.

You're likely hearing a lot about Artificial Intelligence these days. It seems to be everywhere, transforming industries and how we work. Perhaps you're wondering how, or even if, AI for customer service truly fits into your operations. Maybe you feel behind the curve, seeing competitors adopt new technologies. You might worry about the cost, the implementation, or simply understanding what AI actually does in a customer service context.