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ReportFeedback – Suggested improvement for secure recording management in Dynamics 365 Contact Center
As a Swiss health insurance company, we handle health data on a daily basis, which is considered highly sensitive personal data under Swiss and European regulations.
Today, this constraint prevents some of our services — in particular our medical secretariat — from using Dynamics 365 Contact Center, as calls are systematically recorded. For these teams, call recording is simply not acceptable due to the nature of the information exchanged, even when no payment or third‑party system is involved.
The recently announced feature “Secure consult, transfer to PSTN numbers and IVR” is a very positive step, and we see strong potential in it. However, from our perspective, the feature could be significantly improved and extended to better support regulated industries such as health insurance.
We would like to suggest the following enhancements:
1. Recording management at workstreams/queues
Being able to enable or disable call recording based on the workflow or queue (rather than globally) would allow us to:
- Integrate medical services into Contact Center
- Ensure that calls handled by specific streams (e.g. medical secretariat) are never recorded by design
In many real-life scenarios, an incoming call initially reaches the call center and then needs to be transferred to a service that processes sensitive data.
In such cases, it is essential that:
A manual “stop recording” action is not sufficient, as it introduces operational risk and does not guarantee compliance.
- Recording is automatically and systematically stopped upon transfer
- No manual action is required from the agent
These capabilities would be critical for us to
- Safely extend Dynamics 365 Contact Center to medical and other sensitive departments
- Ensure privacy by design and by default
- Reduce compliance and operational risks related to human error
We believe that such enhancements would bring strong value for regulated industries (healthcare, insurance, public sector, finance) and would further strengthen Dynamics 365 Contact Center as an enterprise‑grade, compliance‑ready solution.
Thank you for considering this feedback, and for the continuous improvements to the platform.
Kind regards,
Laura Jaggi
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