Powerful Call Recording and Compliance for your Contact Center

Contact Centers today operate in diverse IT landscapes, and many trust their cloud-based contact center to the Amazon Connect platform. Elevēo offers multiple integration models, including Elevēo-as-a-Service with a fully hosted pay per use solution using the Elevēo product suite and Amazon Connect. We also offer hybrid connections for customers who want to burst to Amazon Connect or who prefer hosting Elevēo on-premise.

Organizations using Amazon Connect as a communication platform for customer calls can record those calls using the Amazon Connect platform and store, manage, play back, and analyze them using the Elevēo suite.

Data Management

These tools include Media Lifecycle Management, Encryption, and User Management, which are critical to ensuring recordings are accessible and anonymized with no personally identifiable information.

Omni-Channel Recording

This tool collects and stores all customer interactions and transactions, whether they happen on the phone, in chats, or emails. It categorizes these interactions by type, source, and customer for easy searchability.

Our recording tool includes call tagging capabilities and a tight integration with the contact center telephony platform.

Audit Protection

With Elevēo Media Capture tools, organizations maintain a record of all customer interactions, providing evidence in case of disputes or legal inquiries. Eleveo provides detailed audit logs for every system action with simplified extracts for compliance reviews.

Call Retention - no calls lost and every call accessible, regardless of how long they must be retained.
Call Tagging - filter every call by agent, day, and time to quickly find and review any call.

Call Recording for Compliance

If your contact center runs on Amazon Connect with Elevēo, you’ll enjoy robust compliance, security and media lifecycle management capabilities. Our Call Recording interface contains features allowing users with the appropriate permissions to export and delete recordings and their associated metadata.

Per the requirements of HIPAA/MiFID/GDPR/CCPA/PCI DSS/FCA CDC, etc., the tool removes or anonymizes details from data collected. Audit logs track these actions and provide detailed histories for auditors and simplified extracts for compliance reviews.

Call Recording System Highlights

100% voice recording for compliance, transaction verification and legal protection
Automated business rules to control who gets recorded, how and when
Security / Privacy features to ensure compliance with PCI-DSS, GDPR, MiFiD 2 etc.
Archiving solution enables inexpensive long-term storage, backups and disaster recovery
Call Recording and Quality Management interfaces
Permissions-based ability to export and delete recordings and associated metadata.
All actions tracked by audit logs.