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Language: English
Demo

Telephony

Contact center call recording

With call recording, disputes no longer come down to what an agent remembers: the call in question opens straight from the customer's history. Managers resolve complaints with the recording in hand, and new hires learn from your best conversations. Speech analytics scores calls, so nobody has to listen to whole shifts. We turn on recording for every line, record the agent and the customer on separate tracks, and set up storage and access permissions. You decide where the files live – in our cloud or on your servers.

Get a quotePricing
Allcalls recordedinbound and outbound
2audio tracksagent and customer
90 GBper 1,000 hoursfor disk sizing
Anyretention periodyou set it

Features

What call recording includes

Fully automaticRecording starts on every call by itself, so agents never have to press a button or remember to.
Separate tracksThe agent and the customer each get their own track, so their lines never blend in the transcript.
In the customer's historyThe recording sits right on the call entry in the customer's timeline, along with the outcome and any messages.
Call log searchFind a conversation in the call log by phone number, agent name, queue, or date.
Optional encryptionYou can store files encrypted. They then take a moment longer to open for playback.
Audit logThe audit log shows who opened or downloaded a recording, and when.

Examples

Where recording pays off first

Cases where recordings save managers time and end disputes.

The reply to the customer is backed by the recording

A customer writes in saying an agent promised a discount, but the order doesn't show it. The manager opens the customer record, finds that call, and plays the relevant part. If the discount was promised, the team applies it; if not, they calmly explain to the customer what was actually said.

  • The call is in the customer record
  • Play only the part you need
  • Decision based on the recording
Example 1 of 3

Callers hear that the call is recorded before the conversation begins. Some US states require every party to agree to recording, so leave this announcement on.

How it works

Recordings you stay in charge of

Tracks

Recordings that speech analytics can work with

CONTACT.WORK telephony records each side separately from day one. If your calls run through your own PBX and it saves everything as a single file, we reconfigure its recording. Without dual-channel recording, automatic transcription and call scoring can't work.

  • Agent and customer on separate tracks
  • We reconfigure recording on your PBX
  • Transcripts split by speaker

Delivery

Call files where your managers already work

When a call ends, a link to the file lands in the Bitrix24, Kommo (amoCRM), or other CRM record. Our API connector delivers recordings to your other systems via REST or as a WebSocket event right after the call.

  • Link in the CRM record
  • REST and WebSocket
  • Any system you run, via API

Access

Role-based access to recordings

Permissions depend on the role: agents hear their own calls, supervisors hear their team's, and managers hear everything. Every playback and download goes into the audit log. When someone leaves the company, their account is deactivated and their access to recordings ends immediately.

  • Role-based permissions
  • Playback history
  • Access removed when someone leaves
Complaints settled on factsA customer says they were told something different – the manager pulls up that exact call and answers based on what was actually said.
No hunting for filesThe recording opens in the customer's history or right in your CRM. No need to ask an admin and wait while they dig the call out of a server.
New hires ramp up fasterA mentor collects strong calls, and agents replay their own to hear exactly where they went off script.
Quality on every callThe agent and the caller are on separate tracks, so speech analytics can review each conversation against your standards.

Setup

How we turn on recording

  1. 01StorageTogether with your security team, we choose where the files live: the CONTACT.WORK cloud, your server, or both.
  2. 02CapacityWe plan storage for the whole retention period, so space doesn't run out halfway through the year. Roughly 90 GB holds a thousand hours of audio.
  3. 03TracksWe turn on dual-channel recording and, if needed, change the settings on your PBX – otherwise speech analytics won't work.
  4. 04PermissionsWe set permissions: who hears only their own calls, who hears their team's, and who hears all of them.
  5. 05CRMWe connect recording links to your CRM, so managers can play a call without leaving the customer record.
  6. 06TestingWe call every line and open recordings under different roles. Then recording goes live for everyone.

Requirements

What you need for call recording

Telephony
The platform's Asterisk or your PBX with dual-channel recording
Storage
Our cloud, your servers, or both
Disk
Roughly 90 GB for every thousand hours
Retention
Any period you set
CRM
Recording links delivered via API
Price
Part of the platform; we configure it as part of your support hours

Preparation

What to decide up front

Where to store recordings?Our cloud, your server, or both.
How long to keep them?Retention required by law and your internal policies.
Do you need encryption?Whether to encrypt stored files on disk.
Who can listen?Roles with access to their own and others' calls.
Where to send them?Which systems receive links to the files.
How to notify callers?What the recording announcement should say.

Q&A

Frequently asked questions

Are all calls recorded?

All calls in both directions are recorded, transfers between agents included. Lines that shouldn't be recorded can be excluded in the settings.

Where will our recordings be stored?

Wherever your security policy says: in our US and UK data centers, on your side, or split – files on your servers, speech recognition in the cloud.

Deployment options →

How much disk space will recordings need?

We calculate it during implementation from your daily call count, average call length, and retention period. As a rough guide, a thousand hours of recordings take up about 90 GB.

How many years can we keep recordings?

As long as you decide. The longer the retention period, the further back you can review complaints and check quality.

Can calls be scored automatically?

When each side is on its own track, speech analytics turns every call into text automatically and scores it against your criteria.

Speech analytics →

We have our own PBX. Do we have to replace it?

No. We pull the files from your PBX, and if it mixes both voices into one track, we change its settings. Your calls still run through it as before.

How does a manager find a specific call?

The easiest way is through the customer's history, which holds all of their calls. If you don't know the customer, use the call log filters.

Who can access recordings?

Only people with permission. Access depends on role, and each time someone opens a file, the audit log records it.

Data security →

Will managers see recordings in the CRM?

In Kommo (amoCRM), Bitrix24, or another CRM, the call appears on the customer record with a link to the file.

Integrations →

Do we have to tell customers they're being recorded?

An announcement plays before each conversation, and you choose its wording. In states where all parties must consent, that announcement is essential.

Will we keep our recordings if we switch systems?

Call recordings and customer history belong to you, and you take them with you when you switch.

Can a supervisor listen to a call while it's in progress?

A supervisor can join a live call silently and coach the agent while the customer hears nothing unusual. Tough conversations get help right away instead of after a recording review.

Quality assurance →

How much does call recording cost?

Recording itself is included in the platform. You pay for setup hours and, if the server is hosted with us, for hosting of the storage you need.

Pricing calculator →

Glossary

Terms on this page

CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Dual-channel recording
Each speaker is recorded on a separate track. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
IP PBX
A company phone system that runs over the internet and your local network. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Encryption
Encrypted data can't be read without the key. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
REST: exchanging data between systems over HTTP
The standard way software exchanges data over the internet. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
Connector
A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
Data center
A building with servers, backup power, cooling, and network links. Learn more →
Speech-to-text
Turns spoken conversation into text. Learn more →
Contact center quality management
Calls and chats are scored against a scorecard to find mistakes and coach agents. Learn more →

More

More on telephony

Telephony Inbound lines, outbound campaigns, and a browser phone for agents, all connected to your CRM. Learn more SIP telephony Your carriers' numbers and any phone hardware, connected over SIP. Learn more Call queues and routing Every call has a known destination, even when everyone's busy. Learn more Browser softphone Agents need only a browser and a headset – no phones, no software. Learn more

Blog

Fresh from the blog

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Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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