What is Call Recording Software?

Call recording software is a foundational workforce optimization tool, indispensable for compliance and quality assurance

Call recording software provides contact center supervisors and quality managers with the raw material they need to gain actionable insights from agent/customer interactions. Recorded sales calls, customer queries, service calls and other interactions provide a wealth of intelligence that can be analyzed to improve the customer experience, agent training, and operational efficiency.

Visit Eleveo's Call Recording page for details about our tool.

Why Do You Need Call Recording Software?

Compliance

Call recording is essential for monitoring agent performance - whether they're conversations with customers adhere to regulatory requirements imposed on contact centers by industry and government.

Quality Assurance and Agent Coaching

By reviewing recorded calls, supervisors can offer targeted coaching, improving the skills of their agents and preparing them to deliver the best possible customer interactions.

Conversation Intelligence and Customer Insights

Call recording software is the foundation of a conversation analytics platform, particularly when paired with AI capabilities. AI can automatically review 100% of all call recordings, analyzing the nuances of speech and silence during interactions to expose agent proficiency, customer sentiment, customer churn risk, emerging topics and more.

Improved Customer Engagement and Performance Monitoring

Recorded calls offer valuable insights into customer engagement techniques and effectiveness.

Enhanced Training and Development

Call recordings are a rich resource for training new agents, providing real examples of customer interactions and best practices.

User-Friendly Access to Vital Information

An intuitive user interface allows for easy access to and management of call recordings, simplifying the task of monitoring and reviewing calls.

Audit Protection

As part of a larger media management system that allows contact centers to store, catalogue and quickly retrieve call recordings, call recording software is a must-have for proving regulatory compliance.

Key features for call recording software in contact centers

Omnichannel Recording

Record your interactions across all channels, including voice, chat, text, email, radio, video, and screens. Call recording software consolidates and stores recordings in a single database for convenient access. Review and play back calls at any time, so you don’t miss out on vital information.

Customizable Configurations

Configure recording rules based on your needs to archive and categorize large volumes of call data by type, source, and customer. With properly organized datasets, your teams have immediate access to call logs to support their needs.

Live Monitoring

Listen to customer interactions and evaluate agent performance in real-time.

Comprehensive Audits

Access detailed audits for every system activity, such as log-ins, log-outs, executed searches, monitored calls, and shared documents. With this automated tracking mechanism, monitoring activity and conducting proper compliance reviews within your contact center will be easier.

Achieve Compliance and Operational Efficiency with Call Recording Software

Capture New Insights

Analyze interactions and identify trends and patterns to understand how your agents are performing and what your customers are thinking. These insights ultimately fuels intelligent business decisions and customer loyalty.

Maintain Regulatory Compliance

Equip your managers to investigate whether your agents are meeting industry and government regulations for the protection of customer data. These regulations include the General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), and Payment Card Industry Data Security Standard (PCI DSS).

Strengthen Call Quality Assurance

Strengthen your QA efforts by reviewing interactions to identify gaps in agent training and any process issues. Drive intelligent and data-driven decisions to ensure you provide high-quality interactions to customers.

Improve Agent Training

Review calls to identify customer pain points, detect inefficiencies, and determine opportunities to improve your contact center processes. Bring out the best in every agent by providing quality training to maximize their performance and deliver an exceptional experience.

Monitor Key Metrics

Access essential call center metrics like your net promoter score (NPS), customer satisfaction (CSAT), average handling time, repeat calls, and more. Monitoring these metrics allows you to get a full-picture view of your contact center and check whether you are on track to hitting your key performance indicators (KPIs).

Why Choose Eleveo?

Our call recording software is intuitive and easy to use. The tool is essential to providing quality customer service and operating in compliance with stringent regulations. Here are other Eleveo benefits:

Agility. We're a leading choice for modern contact centers deploying their WFO tools in the cloud, on-premises or in a hybrid environment. Regardless of your IT environment you can take Eleveo with you!
Easy to use. We have designed our software to be intuitive, easy to use and understand, accelerating time-to-value for your organization.
24/7 Global Support. As a company dedicated to helping contact centers, we pride ourselves in our customer service. If you ever need help or assistance, we have a support team ready to answer your queries 24/7.

Empower Your Business with Reliable Recording Software

Our call recording software allows you to achieve the best of both worlds—operational excellence and superior customer service. By recording calls, get a good grasp of consumer sentiment and stay compliant with international regulations. For more information on our software, contact us at +1 (615) 224-3414 or get a demo today.

Call Recording Software