At UCT, we are committed to delivering secure, compliant, and innovative communication solutions that meet the unique regulatory requirements of each market we serve.
Recently, we worked on a customer problem in the UAE to design and deploy a locally resident recording solution for Zoom Contact Center. This project demonstrates how we align global technology with regional compliance to create frictionless yet secure customer experiences.
Why Data Residency Matters in the UAE
The UAE’s regulatory framework places a strong emphasis on data protection, privacy, and sovereignty. For businesses operating in highly regulated sectors ensuring that call recordings and customer data remain within UAE borders is a non-negotiable requirement.
Our customer needed a solution that integrated seamlessly with Zoom Contact Center and also guaranteed that:
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All call recordings are stored locally in the UAE
- Role-based access controls limit who can listen or download recordings
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Playback and accessing recording
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Call Detail Records (CDRs) are mapped directly into their CRM (Salesforce)
Our Approach
We designed a local resident recording architecture that leverages Zoom’s open platform and our expertise in regulatory compliance. The deployment involved:
1. Role-Based Access
We implemented granular access controls, ensuring only authorised staff could access recordings. This helped the customer align with their internal security policies and regulatory obligations.
2. Local Data Residency
All recordings securely stored in a UAE data centre, ensuring data never leaves the region. This setup allows the business to demonstrate compliance with UAE regulators while retaining the full functionality of Zoom Contact Center.
3. Recording Management
We enabled seamless playback of recordings directly from Salesforce. Supervisors can access and review calls without exporting files, reducing risks and keeping everything within the compliance framework.
4. Access Tracking
Audit logs and access records were configured, so every interaction with a recording can be monitored and reported to meet strict compliance standards.
5. Full CDR Mapping
We built a full Call Detail Record mapping into Salesforce, allowing the customer to correlate call metadata, recordings, and case files in one unified view. This integration improves reporting, simplifies compliance audits, and enhances customer service analytics.
Conclusion
This project highlights how global platforms like Zoom can be adapted to meet local needs when combined with the right expertise and integration capabilities. At UCT, we specialise in bridging these gaps, ensuring customers in the UAE and beyond get the best of both worlds: cutting-edge collaboration tools and full regulatory compliance.
If your organisation is exploring Zoom Contact Center, our team is ready to help you design a solution tailored to your compliance and operational needs.
