Compliant Telephony

Voice communications are often the weakest link in your security chain. Sensitive financial, personal, and legal discussions flow unrecorded, unencrypted, and unauditable. Regulators are closing this gap — MiFID II mandates recording for financial services, HIPAA requires safeguards for healthcare discussions, and POPIA extends protection to any personal information shared verbally. When an ISO 27001 auditor asks how you protect information exchanged over voice, silence is not an answer. GMS delivers compliant telephony: every call is captured, encrypted, stored with data sovereignty, and instantly retrievable — without disrupting your operations.

Foundation (Plan 1)

• Teams Phone System — Modernise your voice infrastructure by consolidating telephony into Microsoft Teams, leveraging cloud-native capabilities fully integrated with your existing M365 security and management
• Calling Plans and Direct Routing — Secure and flexible PSTN connectivity, precisely configured across Microsoft Calling Plans, Operator Connect, or Direct Routing to meet your regional and compliance needs across all GMS operating territories
• CallCabinet Compliance Recording — Capture every conversation — audio, video, and screen-share — with Microsoft Teams Certified CallCabinet, ensuring a complete, tamper-proof record and an unbroken chain-of-custody for audit
• 256-bit AES Encryption — All recordings protected at rest and in transit with AES 256-bit rotating encryption, satisfying stringent data protection mandates from GDPR, HIPAA, and PCI DSS
• Guaranteed Call Availability — Prevent critical data loss with a redundant, dual-capture architecture (N+1), ensuring every call is secured and available for audit, even through system maintenance or unforeseen outages
• Data Sovereignty — Maintain full control over data location with recordings stored in your chosen jurisdiction from CallCabinet’s data centres across six continents, ensuring strict adherence to GDPR, POPIA, and UAE Federal Decree-Law 45

Added in Advanced Compliance (Plan 2)

• Automated PCI Scope Reduction — AI-driven detection and masking of payment card data in recordings and transcriptions, eliminating PCI DSS scope from your voice channel without manual intervention
• PII and PHI Protection — Automated redaction of personally identifiable information and protected health information, supporting GDPR right-to-erasure requests and HIPAA safeguard requirements
• Retention Policy Management — Configurable retention policies per recording category: 90 days for general calls, 5 years for regulated communications, 7 years for POPIA compliance — with automated lifecycle enforcement
• Audit Trail and eDiscovery — Tamper-proof audit logs with immutable timestamps for every recording interaction, providing undeniable evidence for ISO 27001 A.8.15 (Logging) and streamlined eDiscovery workflows

Added in Contact Centre Compliance (Plan 3)

• Contact Centre Recording — Extends compliance recording to Teams-based contact centre solutions, capturing agent interactions with the same encryption, sovereignty, and redaction capabilities
• Quality Management — AI-powered conversation analytics for agent coaching, sentiment analysis, and compliance scoring — extracting business intelligence from every customer interaction
• Real-Time Compliance Monitoring — Live monitoring of active calls with automated alerts when compliance keywords or regulated content is detected, enabling immediate supervisory intervention

What you receive

Delivery Package	Duration	Stakeholders	Key Deliverables
Teams Phone Deployment	5–10 days	IT Admin	Fully configured Teams Phone environment; seamless PSTN integration; number porting completion; optimised dial plans and call routing; verified emergency calling (E911/E999)
CallCabinet Recording Setup	3–8 days	Compliance, Legal, CISO	Operational recording policies; validated encryption configuration; defined data residency; enforced retention policies; secure audit trail setup; compliant user consent mechanisms
Contact Centre Integration	2–7 days	Contact Centre, Compliance	Configured agent recording profiles; operational quality management dashboards; active real-time monitoring rules; deployed PCI/PII redaction policies; custom compliance scoring templates

ISO 27001 controls covered

• A.5.31 Legal Statutory Regulatory and Contractual Requirements
• A.5.34 Privacy and Protection of Personal Identifiable Information
• A.8.10 Information Deletion
• A.8.20 Networks Security
• A.8.24 Use of Cryptography