Call Recording Software for Business

Call recording software enables businesses to record and store all internal and external communications. This includes inbound and outbound phone calls, meetings, voice, video, shared screens, and chat from your phone system or UC platform.

Call recording software records data from phone calls and other media (meetings, video, shared screens, chats) and stores the recordings either in the cloud, local (on-premise) or hybrid. Once recorded, these files are securely stored and protected against unauthorized access by high security measures such as double data encryption. The data can be easily retrieved via the software's user interface and can also be assigned an expiration date for deletion (Time-to-live).

Businesses and public safety organizations use call recording software to ensure compliance with legal and regulatory requirements, improve customer service, and respond quickly to emergencies. This ensures that organizations document all relevant customer interactions, which can be used to enhance overall performance and efficiency.

To see how our solutions can help with compliance, check out our compliance recording page. Discover more about our quality management and customer experience management solutions as well.

The laws on call recording vary from country to country. If calls are recorded, e.g. to improve service quality, the parties must be informed that the call is being recorded and must consent to the recording. It is important to understand and comply with local call recording laws and regulations such as the GDPR. Especially in regulated markets such as the financial sector, call recording is even mandatory to comply with industry standards such as MiFID II, FinVermV or Dodd-Frank.

Yes, call recording software can help businesses to comply with industry regulations and standards by providing a record of customer interactions. This is particularly important in sectors like finance, healthcare or public safety. Learn more about compliance recording and regulations.

Key features to look for include omni-channel recording, easy retrieval and replay, secure storage, compliance tools, integration with CRM systems, and advanced analytics capabilities.

By analyzing recorded calls, businesses can identify common customer issues, monitor agent performance, and implement training programs to improve service quality and customer satisfaction.

Artificial Intelligence (AI) significantly enhances call recording software by providing advanced features such as automated transcription, sentiment analysis, and keyword spotting. AI can automatically transcribe recorded calls into text, making it easier to review and analyze conversations. Sentiment analysis helps businesses understand customer emotions and satisfaction levels, while keyword spotting allows for quick identification of important topics or compliance-related phrases. These AI-driven insights enable businesses to improve customer service, ensure compliance, and make data-driven decisions. 

Reputable call recording software solutions offer comprehensive security measures, including encryption, secure storage, and access controls, to protect sensitive information and to comply with data protection regulations. Learn more about secure storage

The call recording software solution of your choice should integrate with your business systems such as contact center software, and unified communication tools, enabling seamless data sharing and workflow automation.