Many government agencies and regulated organizations reference Gartner or other international analyst reports in their Terms of Reference (TOR) for recording and compliance systems. The intention is usually good: to ensure quality, reduce risk, and avoid “cheap, unreliable” technology.
However, a TOR that is too tightly bound to a single report or vendor can be perceived as vendor lock-in and may unintentionally exclude solutions that better fit Thailand’s regulatory and operational context. This page summarizes a practical approach to drafting TOR for voice recording, compliance recording, and Microsoft Teams Compliance that is transparent, fair, and still meets international standards including PDPA and GDPR.
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The main driver is not simply “wanting a big global brand”, but managing risk, credibility, and auditability.
In this sense, international reports are often used as a “risk shield” for approvers and auditors, more than an explicit attempt to lock a specific brand.
While analyst reports help increase confidence, a requirement such as “must appear in Gartner report XYZ” has several side effects.
If a TOR relies on “must be listed in Gartner” without additional contextual criteria, the agency may lose opportunities in innovation, cost optimization, and regulatory fit for Thailand.
The key is to shift from naming brands to defining standards and outcomes.
Example wording in the TOR:
This approach still provides a “risk shield” for approvers, while not restricting the competition to a single report or vendor list.
For recording and compliance systems, the TOR should clearly state:
These criteria speak directly to the heart of compliance more effectively than referencing one report alone.
Recording solutions that are already deployed in financial institutions, capital markets, insurance, or regulators provide strong evidence of operational suitability. The TOR can require relevant reference projects rather than naming a specific brand or report.
Start with the question: “What risks does the agency need to prevent or mitigate?” and work backwards into technical requirements.
Once these risk questions are answered, the TOR becomes a risk protection standard instead of a “brand selection document”. It also makes future audits and justifications to oversight bodies much clearer and defensible.
“A good TOR should define standards, not brands. It should open the door for any vendor that meets those standards, while ensuring the agency receives a secure, compliant, and future-ready solution.”
This approach helps the agency obtain technology that truly meets international standards, reduces audit risk, and simultaneously encourages fair market competition—giving innovative, well-designed solutions for Thailand a chance to compete and grow.
If your organization is considering a TOR for voice recording, Microsoft Teams Compliance Recording, or AI-driven compliance, the following pages are great starting points for technical and architectural alignment.
Vasvox can help translate your regulatory, technical, and business requirements into a reference architecture and TOR draft that align with PDPA, sector-specific regulations, and budget constraints.
Talk to Our Compliance Team Send Us Your Draft TOR for Review