Call Recording & Compliance

Not with C360. Compliant call recording is included as standard across all C360 packages — Lite, Plus and Premium. There's no need to source, integrate or manage a separate recording solution. C360 handles recording as part of your unified communications platform, with everything accessible from one place.

Call recording is included as standard in every C360 package. Unlike many platforms that charge extra for compliance recording or restrict it to higher tiers, C360 includes it across Lite, Plus and Premium — with the level of capability scaling to match the needs of each market segment.

Native Microsoft Teams does not include compliant call recording. C360 adds compliant call recording capability on top of Teams, with encryption, secure storage, access controls and the audit trail needed to meet regulatory requirements. C360 Plus and Premium are built on Microsoft certified recording solutions that support compliance with FCA, GDPR, MiFID II, PCI DSS, HIPAA and other major frameworks.

C360 call recording is designed to support compliance with the major regulatory frameworks applicable to UK and international businesses, including FCA, MiFID II, Dodd-Frank, GDPR, HIPAA and PCI DSS. The level of compliance capability scales across the three C360 packages, with C360 Premium offering enterprise-grade compliance recording trusted by financial institutions, healthcare organisations and government bodies.

Security is built into C360 call recording at every level. All recordings are encrypted, access is controlled by user permissions, and sharing is managed through secure time-limited links that never expose the recording outside the platform. C360 Premium recording infrastructure is ISO 27001 certified and SOC 2 Type II accredited — the highest internationally recognised standards for information security.

Yes. C360 makes it straightforward to find recordings when you need them. You can search by date, time, user, phone number or account, and add tags, flags and notes to recordings to make filtering even faster. Dual channel playback lets you hear each side of a conversation independently, which is particularly useful for dispute resolution and compliance reviews.

Basic call recording simply captures audio. Compliant call recording goes further — it meets specific regulatory standards for how calls are captured, stored, encrypted, retained and accessed. For organisations in regulated sectors such as financial services, healthcare or legal, compliant recording is a legal requirement. C360 Plus and Premium include Microsoft certified compliant recording, while C360 Lite provides reliable recording for organisations with less stringent regulatory requirements.

Absolutely. While compliance is often the primary driver for call recording, C360 recordings are equally valuable for quality assurance, agent coaching and customer experience improvement. And when combined with Insights360, recordings are automatically transcribed and analysed — surfacing coaching opportunities, sentiment trends and quality scores without any manual review.

Retention policies can be configured to meet your specific regulatory and business requirements. Different sectors have different retention obligations — for example, MiFID II requires a minimum of five years for relevant communications — and C360 gives you the control to set and manage retention in line with your compliance obligations.

Yes. While financial services is one of the most common drivers for compliant call recording, C360 recording is used across a wide range of sectors including healthcare, legal, contact centres, public sector and professional services. Any organisation that needs to capture, store and access call recordings reliably and securely will benefit from C360's recording capability, regardless of which industry they operate in.