# Best Call Recording Software - 2026 Reviews & Pricing > Find the best Call Recording Software for your organization. Compare top Call Recording Software systems with customer reviews, pricing, and free demos. Source: https://www.softwareadvice.com/call-center/call-recording-comparison --- [Home](https://www.softwareadvice.com/) / Call Recording Software Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. # Best Call Recording Software of 2026 Updated June 24, 2026 On this page 1. FrontRunners 2. Popular Comparisons 3. Buyers Guide 4. Related Software Filter products 231 results ### Compare Products Showing 1 - 25 of 231 products #### Company Size - Self-Employed - 2-10 - 11-50 - 51-200 - 201-500 - 501-1000 - 1000+ #### Pricing Options - $$$$$ - $$$$$ - $$$$$ - $$$$$ - $$$$$ ### Compare Products Sort by **Recommendations**: Sorts listings by the number of recommendations our advisors have made over the past 30 days. Our advisors assess buyers’ needs for free and only recommend products that meet buyers’ needs. Vendors pay Software Advice for these referrals. **Reviews**: Sorts listings by the number of user reviews we have published, greatest to least. **Average Rating**: Sorts listings by overall star rating based on user reviews, highest to lowest. **Alphabetically (A-Z)**: Sorts listings by product name from A to Z. [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge b...[Read more about Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) **4.4** ([4081 reviews](https://www.softwareadvice.com/product/26892-Zendesk/reviews/)) **5** recommendations Free trial Free version Integrations Integrations Aha! Ameyo +205 more +204 more +203 more Zendesk Suite's Best Rated Features 5.0Predictive Dialer See All Zendesk Suite's Worst Rated Features Client Portal See All [Dialpad](https://www.softwareadvice.com/voip/dialpad-profile/) Dialpad is an AI-enabled customer communications platform that includes a phone system, video conferencing, cloud contact center...[Read more about Dialpad](https://www.softwareadvice.com/voip/dialpad-profile/) **4.2** ([565 reviews](https://www.softwareadvice.com/voip/dialpad-profile/reviews/)) **5** recommendations Free trial Free version Integrations Integrations Salesforce Sales Cloud Zendesk Suite +52 more +51 more +50 more Dialpad's Best Rated Features 5.0Manual Dialer See All Dialpad's Worst Rated Features Fax Management See All [Amazon Connect](https://www.softwareadvice.com/call-center/amazon-connect-profile/) Amazon Connect is a cloud-based contact center service that offers omnichannel customer service using machine learning, interact...[Read more about Amazon Connect](https://www.softwareadvice.com/call-center/amazon-connect-profile/) **4.5** ([94 reviews](https://www.softwareadvice.com/call-center/amazon-connect-profile/reviews/)) **4** recommendations Free trial Free version Integrations Integrations Centrical CallMiner Eureka +29 more +28 more +27 more Amazon Connect's Best Rated Features 5.0Voice Mail See All Amazon Connect's Worst Rated Features 4.0Real-Time Reporting See All [Convin](https://www.softwareadvice.com/speech-analytics/convin-profile/) Convin is a cutting-edge platform designed to tackle the challenges faced by contact centers in today’s dynamic environments. Wi...[Read more about Convin](https://www.softwareadvice.com/speech-analytics/convin-profile/) **4.9** ([232 reviews](https://www.softwareadvice.com/speech-analytics/convin-profile/reviews/)) **3** recommendations Free trial Free version Integrations Integrations Ameyo Exotel +1 more +0 more +0 more Convin's Best Rated Features 4.81Performance Management See All Convin's Worst Rated Features 4.80Training Management See All [Salesken](https://www.softwareadvice.com/crm/salesken-profile/) Salesken is a sales enablement platform that helps businesses leverage artificial intelligence (AI) technology to generate leads...[Read more about Salesken](https://www.softwareadvice.com/crm/salesken-profile/) **4.7** ([22 reviews](https://www.softwareadvice.com/crm/salesken-profile/#reviews)) **3** recommendations Free trial Free version Salesken's Best Rated Features 5.0Performance Metrics See All Salesken's Worst Rated Features Scheduled Recording See All [DialedIn CCaaS](https://www.softwareadvice.com/call-center/chasedata-profile/) DialedIn is a cloud-based Contact Center as a Service (CCaaS) solution designed to optimize outbound, inbound, and blended call ...[Read more about DialedIn CCaaS](https://www.softwareadvice.com/call-center/chasedata-profile/) **4.8** ([325 reviews](https://www.softwareadvice.com/call-center/chasedata-profile/reviews/)) **2** recommendations Free trial Free version Integrations Integrations Salesforce Sales Cloud Zoho CRM +8 more +7 more +6 more DialedIn CCaaS's Best Rated Features 5.0Data Management See All DialedIn CCaaS's Worst Rated Features Workforce Management See All [ChorusCX](https://www.softwareadvice.com/customer-experience/encore-workforce-optimization-profile/) ChorusCX Workforce Optimization is a cloud-based service designed to enhance employee performance and efficiency, delivering con...[Read more about ChorusCX](https://www.softwareadvice.com/customer-experience/encore-workforce-optimization-profile/) **5.0** ([1 reviews](https://www.softwareadvice.com/customer-experience/encore-workforce-optimization-profile/#reviews)) **2** recommendations Free trial Free version Integrations Integrations Avaya UCaaS Avaya Cloud Office +1 more +0 more +0 more ChorusCX's Best Rated Features 5.0Multi-Screen Recording See All ChorusCX's Worst Rated Features 4.0File Sharing See All [Five9](https://www.softwareadvice.com/call-center/five9-profile/) Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide. ...[Read more about Five9](https://www.softwareadvice.com/call-center/five9-profile/) **4.2** ([484 reviews](https://www.softwareadvice.com/call-center/five9-profile/reviews/)) **2** recommendations Free trial Free version Integrations Integrations Salesforce Service Cloud Velocify +15 more +14 more +13 more Five9's Best Rated Features 5.0Online Voice Transmission See All Five9's Worst Rated Features Customizable Templates See All [Gong.io](https://www.softwareadvice.com/call-center/gong-profile/) Gong is an AI-based revenue intelligence platform that helps businesses centralize revenue workflows in a unified platform. The ...[Read more about Gong.io](https://www.softwareadvice.com/call-center/gong-profile/) **4.8** ([561 reviews](https://www.softwareadvice.com/call-center/gong-profile/reviews/)) Free trial Free version Integrations Integrations Salesforce Sales Cloud Zoom Workplace +84 more +83 more +82 more Gong.io's Best Rated Features 5.0Data Visualization See All Gong.io's Worst Rated Features Deal Management See All [Ringover](https://www.softwareadvice.com/voip/ringover-profile/) Ringover is the no.1 business phone system that gives you unlimited calls to 110 countries, video conferencing, SMS and group me...[Read more about Ringover](https://www.softwareadvice.com/voip/ringover-profile/) **4.7** ([877 reviews](https://www.softwareadvice.com/voip/ringover-profile/reviews/)) Free trial Free version Integrations Integrations Zendesk Suite Freshdesk +37 more +36 more +35 more Ringover's Best Rated Features 5.0Contact Database See All Ringover's Worst Rated Features Real-Time Notifications See All [Phonexa](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/) Phonexa is an enterprise-grade tracking software for performance, affiliate and partner marketing. The Phonexa Suite is the unde...[Read more about Phonexa](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/) **5.0** ([75 reviews](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/reviews/)) Free trial Free version Integrations Integrations Salesforce Sales Cloud Google Analytics 360 +2 more +1 more +0 more Phonexa's Best Rated Features 5.0Prospecting Tools See All Phonexa's Worst Rated Features Click Tracking See All [Squaretalk](https://www.softwareadvice.com/call-center/innitel-predictive-dialer-profile/) Squaretalk is a cost-effective, scalable, and simple-to-use cloud communications platform that gives your sales and support team...[Read more about Squaretalk](https://www.softwareadvice.com/call-center/innitel-predictive-dialer-profile/) **4.9** ([105 reviews](https://www.softwareadvice.com/call-center/innitel-predictive-dialer-profile/reviews/)) Free trial Free version Integrations Integrations Salesforce Sales Cloud Zoho CRM +6 more +5 more +4 more Squaretalk's Best Rated Features 5.0List Management See All Squaretalk's Worst Rated Features VoIP See All [PhoneBurner](https://www.softwareadvice.com/crm/phoneburner-profile/) PhoneBurner is an outbound dialer and call center solution that empowers agents to conduct wildly efficient yet highly personali...[Read more about PhoneBurner](https://www.softwareadvice.com/crm/phoneburner-profile/) **4.8** ([176 reviews](https://www.softwareadvice.com/crm/phoneburner-profile/reviews/)) Free trial Free version Integrations Integrations HubSpot CRM Zapier +18 more +17 more +16 more PhoneBurner's Best Rated Features 5.0Reporting & Statistics See All PhoneBurner's Worst Rated Features Customer Database See All [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) LiveAgent is a multichannel help desk solution with advanced AI features, live chat, ticketing, and call center capabilities. St...[Read more about LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) **4.7** ([1786 reviews](https://www.softwareadvice.com/crm/liveagent-profile/reviews/)) Free trial Free version Integrations Integrations BigCommerce ProjectManager +105 more +104 more +103 more LiveAgent's Best Rated Features 5.0Corrective and Preventive Actions (CAPA) See All LiveAgent's Worst Rated Features File Transfer See All [VICIdial](https://www.softwareadvice.com/call-center/vicidial-profile/) VICIdial is an open-source, cloud-based contact center solution suitable for small to large call centers in a variety of industr...[Read more about VICIdial](https://www.softwareadvice.com/call-center/vicidial-profile/) **4.7** ([265 reviews](https://www.softwareadvice.com/call-center/vicidial-profile/reviews/)) Free trial Free version Integrations Integrations Convoso Vtiger CRM +22 more +21 more +20 more VICIdial's Best Rated Features 5.0Caller ID See All VICIdial's Worst Rated Features 3.0Real-Time Monitoring See All [CTM](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/) CTM is a conversation analytics software designed to provide tracking and insights for sales and marketing teams. It helps organ...[Read more about CTM](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/) **4.7** ([158 reviews](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/reviews/)) Free trial Free version Integrations Integrations Salesforce Sales Cloud Stripe +59 more +58 more +57 more CTM's Best Rated Features 5.0Call Tagging See All CTM's Worst Rated Features Call List Management See All [Clari Copilot](https://www.softwareadvice.com/crm/wingman-profile/) Clari Copilot turns your revenue team into serial closers by helping them win every revenue-critical moment. With Clari Copilo...[Read more about Clari Copilot](https://www.softwareadvice.com/crm/wingman-profile/) **4.7** ([314 reviews](https://www.softwareadvice.com/crm/wingman-profile/reviews/)) Free trial Free version Integrations Integrations Salesforce Sales Cloud Google Calendar +14 more +13 more +12 more Clari Copilot's Best Rated Features 5.0Dashboard See All Clari Copilot's Worst Rated Features Gamification See All [AVOXI](https://www.softwareadvice.com/voip/avoxi-profile/) AVOXI is a global communications provider specializing in cloud-based contact center and virtual number solutions. Their platfor...[Read more about AVOXI](https://www.softwareadvice.com/voip/avoxi-profile/) **4.8** ([59 reviews](https://www.softwareadvice.com/voip/avoxi-profile/reviews/)) Free trial Free version Integrations Integrations Salesforce Sales Cloud Google Ads +24 more +23 more +22 more AVOXI's Best Rated Features 5.0Role-Based Permissions See All AVOXI's Worst Rated Features Real-Time Monitoring See All [Myphoner](https://www.softwareadvice.com/call-center/myphoner-profile/) Myphoner enables sales teams to easily manage their prospects with a simple to use cold outreach CRM, never has it been easier ...[Read more about Myphoner](https://www.softwareadvice.com/call-center/myphoner-profile/) **4.7** ([99 reviews](https://www.softwareadvice.com/call-center/myphoner-profile/reviews/)) Free trial Free version Integrations Integrations Microsoft 365 Gmail +10 more +9 more +8 more Myphoner's Best Rated Features 5.0Caller ID See All Myphoner's Worst Rated Features Lead Segmentation See All [ZIWO](https://www.softwareadvice.com/remote-work/ziwo-profile/) ZIWO is a cloud-based call center workforce management solution that helps streamline customer interactions via virtual phone nu...[Read more about ZIWO](https://www.softwareadvice.com/remote-work/ziwo-profile/) **4.6** ([109 reviews](https://www.softwareadvice.com/remote-work/ziwo-profile/reviews/)) Free trial Free version Integrations Integrations Zendesk Suite Zapier +19 more +18 more +17 more ZIWO's Best Rated Features 5.0Progressive Dialer See All ZIWO's Worst Rated Features Collaboration Tools See All [Patient Prism](https://www.softwareadvice.com/dental/patient-prism-profile/) Patient Prism is a call recording software designed to help dental practitioners analyze patients’ calls and identify revenue op...[Read more about Patient Prism](https://www.softwareadvice.com/dental/patient-prism-profile/) **5.0** ([22 reviews](https://www.softwareadvice.com/dental/patient-prism-profile/reviews/)) Free trial Free version Integrations Integrations Google Analytics 360 Google Ads +1 more +0 more +0 more Patient Prism's Best Rated Features 5.0Appointment Management See All Patient Prism's Worst Rated Features 4.50Call Tagging See All [VirtualPBX](https://www.softwareadvice.com/digital-workplace/virtualpbx-profile/) VirtualPBX gives you a complete business phone system for $15/user/month with every feature already included. No confusing plans...[Read more about VirtualPBX](https://www.softwareadvice.com/digital-workplace/virtualpbx-profile/) **4.7** ([38 reviews](https://www.softwareadvice.com/digital-workplace/virtualpbx-profile/#reviews)) Free trial Free version Integrations Integrations Dropbox Business Zapier +12 more +11 more +10 more VirtualPBX's Best Rated Features 5.0Online Voice Transmission See All VirtualPBX's Worst Rated Features Collaboration Tools See All [TalkChief](https://www.softwareadvice.com/call-center/talkchief-profile/) TalkChief isn't just a business phone system; it's your partner in enhancing communication for call centers, startups, enterpris...[Read more about TalkChief](https://www.softwareadvice.com/call-center/talkchief-profile/) **4.9** ([18 reviews](https://www.softwareadvice.com/call-center/talkchief-profile/#reviews)) Free trial Free version Integrations Integrations HubSpot CRM Pipedrive +4 more +3 more +2 more TalkChief's Best Rated Features 5.0Softphone See All TalkChief's Worst Rated Features 4.50Call Tracking See All [Dialfire](https://www.softwareadvice.com/telemarketing/dialfire-profile/) Dialfire is a cloud-based call center solution designed to help small to large enterprises manage and streamline all inbound and...[Read more about Dialfire](https://www.softwareadvice.com/telemarketing/dialfire-profile/) **4.8** ([26 reviews](https://www.softwareadvice.com/telemarketing/dialfire-profile/#reviews)) Free trial Free version Integrations Integrations HubSpot CRM Pipedrive +7 more +6 more +5 more Dialfire's Best Rated Features 5.0Real-Time Reporting See All Dialfire's Worst Rated Features Voice Mail See All [HoduCC](https://www.softwareadvice.com/call-center/hoducc-profile/) Omnichannel contact center software that offers streamlined end-to-end communication solutions. Its effective use of data in cus...[Read more about HoduCC](https://www.softwareadvice.com/call-center/hoducc-profile/) **4.6** ([95 reviews](https://www.softwareadvice.com/call-center/hoducc-profile/reviews/)) Free trial Free version Integrations Integrations Zoho CRM Freshdesk +5 more +4 more +3 more HoduCC's Best Rated Features 5.0Campaign Specific Caller ID See All HoduCC's Worst Rated Features 3.0Voice Recognition See All 1 [2](https://www.softwareadvice.com/call-center/call-recording-comparison/?page=2)[3](https://www.softwareadvice.com/call-center/call-recording-comparison/?page=3)[4](https://www.softwareadvice.com/call-center/call-recording-comparison/?page=4)[5](https://www.softwareadvice.com/call-center/call-recording-comparison/?page=5) ... [10](https://www.softwareadvice.com/call-center/call-recording-comparison/?page=10) ## Popular Comparisons [ LiveAgent vs Zendesk Suite ](https://www.softwareadvice.com/compare/26892-Zendesk/vs/109980-liveagent/)[ Ringover vs RingEX ](https://www.softwareadvice.com/call-center/office-profile/vs/ringover/)[ Gong.io vs Fathom ](https://www.softwareadvice.com/compare/75783-gong/vs/423207-Fathom/)[ Five9 vs Talkdesk ](https://www.softwareadvice.com/call-center/five9-profile/vs/talkdesk/)[ Aircall vs CallHippo ](https://www.softwareadvice.com/call-center/aircall-profile/vs/callhippo/)[ 3CX vs GoTo Connect ](https://www.softwareadvice.com/compare/2766-GoTo-Connect/vs/4936-3cx-phone-system/) ## Your Guide to Top Call Recording Software, July 2025 Software Advice uses reviews from real software users to highlight the top-rated Call Recording products in North America. [Learn how products are chosen](https://www.softwareadvice.com/legal-page/frontrunners-methodology/) #### Explore FrontRunners - [800.com](https://www.softwareadvice.com/voip/800-com-profile/) - [8x8 Work](https://www.softwareadvice.com/voip/8x8-x-series-profile/) - [Acefone](https://www.softwareadvice.com/cloud-communication/acefone-profile/) - [Calabrio ONE](https://www.softwareadvice.com/product/231268-Calabrio-One-Suite/) - [CallHippo](https://www.softwareadvice.com/call-center/callhippo-profile/) - [CallTrackingMetrics](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/) - [Convirza](https://www.softwareadvice.com/call-center/convirza-profile/) - [CXone Mpower](https://www.softwareadvice.com/crm/incontact-hosted-call-center-software-profile/) - [Five9](https://www.softwareadvice.com/call-center/five9-profile/) - [Genesys Cloud CX](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/) - [Gong.io](https://www.softwareadvice.com/call-center/gong-profile/) - [HoduCC](https://www.softwareadvice.com/call-center/hoducc-profile/) - [Kixie PowerCall](https://www.softwareadvice.com/call-center/kixie-powercall-profile/) - [Liine](https://www.softwareadvice.com/medical/liine-profile/) - [Phonexa](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/) - [RingByName](https://www.softwareadvice.com/call-center/ringbyname-profile/) - [RingEX](https://www.softwareadvice.com/call-center/office-profile/) - [Ringover](https://www.softwareadvice.com/voip/ringover-profile/) - [Rinkel](https://www.softwareadvice.com/cloud-communication/rinkel-profile/) - [SalesLoft](https://www.softwareadvice.com/crm/salesloft-profile/) - [Squaretalk](https://www.softwareadvice.com/call-center/innitel-predictive-dialer-profile/) - [Talkdesk](https://www.softwareadvice.com/call-center/talkdesk-profile/) - [TCN](https://www.softwareadvice.com/call-center/tcn-profile/) - [VXT](https://www.softwareadvice.com/call-center/vxt-profile/) - [Weave](https://www.softwareadvice.com/product/158992-Weave/) “Usability” includes user ratings for Functionality and Ease of Use. “Customer Satisfaction” includes user ratings for Customer Support, Likelihood to Recommend and Value for Money. Reviews analysis period: The reviews analysis period spans two years and ends the 15th of the month prior to publication. In order to attract and retain customers, businesses need to make sure that they’re following best practices in customer interactions. If these interactions take place over the phone, call recording needs to be in place for adequate quality control. While call recording is nearly universal in contact centers, there are a number of ways to implement it ranging from server-based to cloud-based strategies. Moreover, some solutions offer advanced options for businesses with specialized needs and businesses in specific industries. We’ll take a look at the available options to help you decide on the right software to support your business’s call recording needs. Here’s what we’ll cover: [What Is Call Recording Software?](#WhatIsCallRecordingSoftware) [Common Types of Call Recording Software](#CommonTypesofCallRecordingSoftware) [Common Functionality of Call Recording Software](#CommonFunctionalityofCallRecordingSoftware) [What Type of Buyer Are You?](#WhatTypeofBuyerAreYou) ## What Is Call Recording Software? Call recording software captures digital audio recordings of telephone conversations over a Voice over IP (VoIP) or public switched telephone network (PTSN). Many solutions employ packet-sniffing technology to detect audio calls and automatically record them. The software packages and stores the digital audio file so it can be played back and analyzed. This analysis can be done for any number of reasons, including training and quality assurance. Quality assurance teams or departments often also implement similar but separate [call monitoring solutions](https://www.softwareadvice.com/call-center/monitoring-comparison/), which allow them to listen in on live calls as they're happening. Call _recording_ software, on the other hand, differs in that it also facilitates the recording of calls to listen to after the call has happened. Call monitoring is almost exclusively about ensuring agents are providing a good customer experience, and is generally used alongside other quality assurance tactics like training programs and one-on-one agent coaching. Call recording is often used for a similar purpose, but may also be used for such purposes as record keeping and compliance. ## Common Types of Call Recording Software As we’ve mentioned, call recording can be implemented in a variety of different ways. Your implementation strategy should be guided by the volume of calls you need to record as well as the ways in which you want to initiate call recording. Some businesses need on-demand, employee-initiated call recording. This allows agents to record problem calls in the moment, and other business users can use call recording for storing important conversations (meetings, interviews etc.). Generally, however, call centers need to record either a statistically significant sampling of their calls, or all of their calls. This kind of call recording requires specialized solutions for contact centers. There are three basic types of systems that offer different levels of call recording capabilities: - **Standard office phone** [(PBX)](https://www.softwareadvice.com/voip/) **system:** PBX systems generally incorporate user-initiated call recording as a feature. Users can initiate call recording from software clients installed on their laptops and mobile devices or from their desk phones. Typically, this form of call recording only works for businesses with ad hoc recording needs. Call recordings are stored in various locations with this deployment model. Some systems dump recordings directly from IP phones to external hard drives or USB flash drives, whereas others store them on cloud servers accessed by users. This haphazard approach to storing recordings won’t work for contact centers that need to record and store all calls. If you’re only interested in user-initiated call recording, please reference our listing of [PBX systems](https://www.softwareadvice.com/voip/). - **Best-of-breed solution:** There are many "best of breed" or standalone call recording systems on the market. These systems identify and intercept phone call data that passes through the network. They then record, package and store the audio on a cloud server or a server located on your business’s premises. Some best-of-breed options are hardware-based, and generally require the deployment of a special device between your PBX system and network switch(es). Increasingly, cloud-based solutions are also hitting the market. Best-of-breed options support recording of a random sampling of calls or all calls, but may not support user-initiated call recording. Moreover, they don’t typically support recording of interactions that take place in other media (e.g., SMS text, web chat, email etc.). - [Call center software solution](https://www.softwareadvice.com/call-center/)**:** Call center systems are specialized phone and multimedia systems designed for the needs of both inbound and outbound contact centers. In addition to phone calls, contact center systems enable agents to interact via channels such as email, SMS text, instant messaging, web chat etc. Typically, contact center systems support _both_ agent-initiated call recording and automated recording of all calls. Contact center systems can also record interactions that take place in other media, and can even record the actions that agents take in software applications for interactions that are primarily guided by software. Moreover, contact center systems include advanced quality management modules that offer capabilities such as speech and text analytics. These forms of analytics determine customers’ feelings about interactions by analyzing keywords and tones (in the case of spoken interactions). With quality management, it’s possible to evaluate 100 percent of your calls. ## Common Functionality of Call Recording Software **On-demand call recording** Employees can initiate recording, as opposed to the system automatically selecting calls to record. **Call recording rules** Supervisors can set rules for which calls to record based on agent, caller ID info, extension etc. **Remote monitoring** Enables users to listen to live calls for quality assurance without disturbing the conversation. **Pause and resume live recordings** Lets agents pause a recording during the conversation (for example, if they have to put the client on hold to complete a task). **Online dashboard** Provides details on a collection of recordings, including: date, time, length of recording and any other data fields assigned to the file. Many systems can filter recordings by category and subcategory. **Speech and text analytics** Speech analytics enables the automated scoring and categorization of calls via analysis of callers’ vocal tones (frustrated, happy etc.) and keywords in the conversation. Text analytics allows for categorization of text-based interactions (emails, web chats etc.) via detection of keywords. These features are typically found in the quality management modules of advanced call center systems. **Desktop analytics** Allows for the recording and analysis of agent interactions that take place in software applications. Supervisors define a workflow for using the application (e.g. a standard sequence of selections in a CRM system as agents move through the call), and can then track agents’ behaviors in the application and the time they spend using it. **Encryption and masking features for PCI Compliance** Contact centers that deal with payment card data will generally need to avoid storing this data after processing to ensure compliance with Payment Card Industry (PCI) standards. Speech analytics can be used to detect payment card information in audio files, and text analytics as well as other methods can be used to analyze textual data. Sensitive information in textual data can then be encrypted or deleted, and white noise can be added to recordings in places where callers provide sensitive information. **Quality management** Quality management modules are found in call center suites, and some vendors also sell them on a standalone basis. They typically include call recording in addition to advanced features like speech and text analytics. These modules also supported templated evaluation forms to enable systematic manual evaluation of calls by supervisors, and push metrics from these evaluations to agent dashboards. ## What Type of Buyer Are You? Now that you know your call recording software options, you can determine which system is best for you. ### Call Recording Solutions To get a bit more specific: - Businesses that only need on-demand recording should go with a PBX system. - Contact centers that primarily operate via phone interactions should look into best-of-breed solutions, especially if they’re not looking to replace all of their software and hardware infrastructure. - Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions in order to integrate these activities with the evaluation of call recordings. - Multimedia contact centers will need a full contact center suite with speech and text analytics, since basic call recording solutions don’t record interactions over channels such as email. - Contact centers in which agents heavily use applications such as CRM applications should look into desktop analytics to supplement call recording, as otherwise supervisors won’t get insights into how agents are interacting with the CRM system, only the customer. - Contact centers that deal with payment card information will need a solution that supports encryption and/or masking of this information, and they may need speech or text analytics as well in order to detect payment card information in recorded interactions. Regardless of which solution you choose, call recording capabilities can provide invaluable insights into the quality of the interactions your contact center handles and the performance of your agents. This explains why call recording software is the top user-requested feature for call center software buyers that have contacted us. It’s also one of the top six user-requested features for VoIP buyers we’ve interacted with who are looking for a new solution. ### Related Call Recording Software - [Call Accounting Software](https://www.softwareadvice.com/call-accounting/) - [Call Center Software](https://www.softwareadvice.com/call-center/) - [Contact Center Quality Assurance Software](https://www.softwareadvice.com/quality-assurance/) - [IVR Software](https://www.softwareadvice.com/call-center/ivr-system-comparison/) - [Telecom Expense Management Software](https://www.softwareadvice.com/telecom-expense-management/) - [Telephony Software](https://www.softwareadvice.com/call-center/computer-telephony-integration-comparison/) - [Wireless Expense Management Software](https://www.softwareadvice.com/wireless-expense-management/)