Technology & Innovation
Unlocking Insights with Voice Transcription
Argus Archive turns voice into searchable transcripts, helping compliance teams boost efficiency, reduce risk, and meet regulations.
Quality Management
Quality checks on every recorded call
Argus Archive checks recorded calls against your service standards, so reviewers spend their time on the calls that need it.
A small sample can't show the whole picture
Quality teams have time to listen to only a few calls each week, so they pick some at random and hope they are typical. A missed step or a wrong answer on any other call goes unnoticed until a customer complains.
From your standard to better calls
Write your standard
Describe each step a good call should include, in plain language, and add your business context. Test the rule on past calls, then assign it to the teams it covers.
- Tested before it goes live
- Different rules for different teams
Review what's flagged
Calls are checked as they happen with the Real-time add-on, or as soon as they end. A reviewer opens the flagged call, reads the transcript and replays the passage, then closes or escalates the alert with a reason.
- Transcripts from frontier AI models hosted in the EU
- Every alert has an assignee and a status
See where to improve
Alert counts for each rule and the topics raised across calls show which steps are missed most, so you can fix the script or the process.
- Patterns across teams, not single calls
Train with real calls
Ask Argus AI what customers ask about most, read call summaries, and find good calls to use as training examples.
- Answers link to the calls they came from
Quality recording that respects privacy
Choose who is recorded
Record only the users and groups that need quality review.
Keep it short
A retention policy deletes recordings automatically when their time is up.
Only the side that matters
Each rule checks your staff, the customer or both, and only for the people it is assigned to.
Access by role
Reviewers see only the calls and alerts their role and groups allow.
Data residency
Records are processed and stored on Microsoft Azure in the European Union, with more regions to follow.
Answer access requests
Find a person's calls and export them when they ask for their data.
Recording for quality under GDPR? Lawful basis, notice and retention explained.
What a quality rule can check
You write each rule in plain language. Common starting points:
Identity checks
The caller's identity confirmed before account details are shared.
Required disclosures
Terms, fees or other required statements read out when they should be.
Complaint handling
A complaint recognized and given a clear next step.
Customers who need more help
Signs in what was said that a customer may need extra support.
Promised follow-ups
Callbacks and follow-ups agreed on the call, so you can check they happen.
Accurate answers
Product and price information that matches what you offer.
Does it score or rank staff?
No. Rules check calls against your service standard and raise an alert when a step is missed. A reviewer decides what happens next.
Does it work with call queues?
Yes. Calls answered from a Microsoft Teams call queue are recorded, and you can search by queue.
Does it check calls while they happen?
Yes, for users with the Real-time add-on. For everyone else, calls are checked after they end.
Can we test a rule before it goes live?
Yes. Run it against past calls first, review the results, then publish it.
How much does it cost?
Argus Archive is priced per user, per month, with usage included, and you're warned before you go over.
Worth reading
Transcription, call queues and recording calls under GDPR.
Product & Platform
Microsoft Teams Compliance Recording for Call Queues: A More Practical Model
Learn how Microsoft Teams call queue compliance recording simplifies governance, improves oversight, and aligns recording with business workflows.
Compliance & Governance
GDPR and Call Recording: What Businesses Need to Know in 2026
How GDPR applies to call recording: lawful basis, retention, consent, compliance vs convenience recording, and AI obligations