For UK businesses operating in regulated sectors, cloud-based call recording is not optional. It is a compliance requirement.
From FCA regulated financial advisers in London to housing associations in Sussex and public sector teams across the UK, secure and compliant call recording protects organisations from fines, disputes and reputational damage.
This guide covers the leading cloud call recording services available to UK businesses and what you should consider before choosing one.
Smarsh - Leading FCA & MiFID II Compliant Recording
For regulated industries in the UK, Smarsh is widely regarded as one of the most robust compliance recording platforms available.
It is used by major financial institutions, wealth managers and regulated advisory firms that must meet FCA and MiFID II recording obligations.
Why UK businesses choose Smarsh:
- FCA aligned call recording capabilities
- MiFID II compliant storage and retention
- Secure cloud archiving across voice and digital channels
- Advanced audit search and retrieval
- Long-term evidential storage policies
For firms where non-compliance could result in regulatory action, Smarsh provides governance designed to withstand formal audits.
Dubber - Native Cloud Recording for UCaaS
Dubber offers native cloud call recording integrated into many UCaaS platforms.
For UK SMEs using Microsoft Teams, 8x8, Gamma or Zoom, Dubber provides scalable recording without the need for on-premise hardware.
Key features:
- Native cloud voice recording
- AI transcription and sentiment analysis
- Scalable UK and EU storage options
- Integration with leading business phone systems
Dubber suits organisations that need reliable cloud recording but do not require advanced regulatory archiving frameworks.
Verint - Enterprise & Contact Centre Recording
Verint is commonly used by large UK contact centres and public sector organisations.
It combines call recording with quality management and analytics tools.
Best suited for:
- Large contact centre environments
- Quality assurance programmes
- Workforce optimisation
- Performance reporting
This platform is typically adopted by enterprise-level organisations with dedicated compliance and QA teams.
NICE CXone - Omnichannel & AI Recording
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NICE CXone offers cloud call recording as part of a broader contact centre platform.
It is designed for organisations handling high call volumes across voice and digital channels.
Strengths:
- Omnichannel recording
- AI-driven analytics
- Enterprise compliance capabilities
- Advanced reporting tools
This solution is typically selected by large UK enterprises or financial institutions.
Why Compliant Cloud Call Recording Matters in the UK
UK regulation is strict. If you operate under FCA rules, MiFID II or other sector-specific guidance, your call recording solution must:
- Capture all relevant conversations
- Store recordings securely
- Retain them for mandated periods
- Provide searchable audit trails
- Prevent tampering
A basic recording add-on within a phone system may not meet these requirements.
For many regulated UK businesses, pairing a UC platform with a dedicated compliance recording provider such as Smarsh offers stronger protection.
How to Choose the Right Cloud Call Recording Service in the UK
When evaluating cloud call recording services, consider:
- Are you FCA regulated?
- Where is your data stored, UK or EU?
- Can you retrieve recordings quickly during an audit?
- Does it integrate with Microsoft Teams, 8x8, Zoom or Gamma?
- What is your retention policy?
The right architecture matters more than the brand name alone.
Frequently Asked Questions: Cloud Call Recording in the UK
What is compliant call recording in the UK?
Compliant call recording refers to securely capturing, storing and retaining voice communications in line with regulatory frameworks such as FCA rules and MiFID II.
It requires:
- Full capture of relevant conversations
- Secure, tamper-proof storage
- Defined retention periods
- Clear audit trails
- Controlled access permissions
For regulated businesses, basic call recording features are often not sufficient.
Is call recording mandatory for FCA regulated firms?
Yes, in most circumstances.
Under FCA and MiFID II rules, firms must record relevant telephone conversations and electronic communications relating to transactions or intended transactions.
Failure to do so can result in regulatory penalties and enforcement action.
Can Microsoft Teams record calls in a compliant way?
Microsoft Teams includes native recording functionality. However, for FCA regulated environments, additional compliance layers are often required.
Many UK firms integrate Teams with third-party compliance recorders to ensure:
- Policy-based recording
- Secure evidential storage
- Retention management
- Audit-ready search functionality
The same principle applies to 8x8, Zoom and Gamma.
Where should call recordings be stored for UK businesses?
Ideally within UK or approved EU data centres, depending on regulatory and contractual requirements.
Always confirm:
- Data residency
- Encryption standards
- Retention controls
- Access permissions
- Disaster recovery policies
Data location can be critical for public sector and regulated industries.
How long must call recordings be kept?
Retention periods depend on your regulatory environment.
MiFID II requires certain firms to retain recordings for at least five years, and in some cases up to seven.
Outside regulated sectors, retention policies are determined by governance and legal guidance.
What is the difference between standard call recording and compliance recording?
Standard call recording is typically used for:
- Training
- Quality monitoring
- Customer dispute resolution
Compliance recording includes:
- Mandatory capture rules
- Tamper-proof storage
- Long-term evidential archiving
- Advanced audit search
- Regulatory reporting capabilities
For regulated UK businesses, compliance recording is essential.
Speak to a UK Call Recording Specialist
West Pier Technologies deploy compliant cloud call recording solutions across the UK, supported by our dedicated in-house engineering team based throughout the country.
We work with Microsoft Teams, 8x8, Zoom and Gamma environments, integrating specialist compliance providers where required.
If you are unsure whether your current recording solution would pass an FCA audit, it is worth reviewing it properly.
Contact West Pier Technologies today to review your cloud call recording setup.
