--- title: "Best Call Recording Software - 2026 Reviews & Pricing" description: "Find the best Call Recording Software for your organization. Compare top Call Recording Software systems with customer reviews, pricing, and free demos." source_url: "https://www.softwareadvice.com/call-center/call-recording-comparison/" page_type: "subcategory" language: "en" --- [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 August 4, 2026 On this page 1. FrontRunners 2. Popular Comparisons 3. Buyers Guide 4. Related Software Filter products 235 results ### Compare Products Showing 1 - 25 of 235 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. ### Product: Amazon Connect [Amazon Connect](https://www.softwareadvice.com/call-center/amazon-connect-profile/) 4.49 [(95)](https://www.softwareadvice.com/call-center/amazon-connect-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Amazon Connect is a cloud-based contact center service that offers omnichannel customer service using machine learning, interactive voice response, and call routing. The service caters to businesses of all sizes looking to enhance their customer experience, reduce costs, and boost contact center efficiency. Amazon Connect provides a unified workspace for contact center agents. This workspace delivers a holistic view of the customer and uses generative AI to assist agents. The service also offers AI-powered analytics and optimization capabilities. Additionally, supervisors and managers can view real-time insights, evaluate agent performance and provide tailored coaching to improve customer satisfaction.... [Read more](https://www.softwareadvice.com/call-center/amazon-connect-profile/) ### Best rated features: API 5.0 Third-Party Integrations 5.0 Generative AI 5.0 Voice Mail 5.0 ### Worst rated features: Real-Time Reporting 4.0 Chat/Messaging 4.0 Workforce Management 4.0 [See all features](https://www.softwareadvice.com/call-center/amazon-connect-profile/#key-features) ### Omnichannel Experience Custom Pricing available upon request ### Agent Productivity Custom Pricing available upon request ### Analytics, Insights and Optimization Custom Pricing available upon request [See full pricing details](https://www.softwareadvice.com/call-center/amazon-connect-profile/#pricing-and-plans) ### Product: Zendesk Suite [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) 4.41 [(4088)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) Best for:Enterprise businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, from small to large. Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images. Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.... [Read more](https://www.softwareadvice.com/product/26892-Zendesk/) ### What users love - Efficient multichannel support operations - Centralized and customizable ticketing - Intuitive and user-friendly interface ### To take in mind - Escalating costs and limited value - Email handling and notification issues - Missing and complex feature set ### Best rated features: Batch Communications 5.0 Configuration Management 5.0 Predictive Dialer 5.0 Tagging 5.0 ### Worst rated features: Widgets 2.7 Interactive Content 3.0 Account Alerts 3.0 [See all features](https://www.softwareadvice.com/product/26892-Zendesk/#key-features) ### Suite Team $55.00/month ### Suite Growth $89.00/month ### Suite Professional $115.00/month [See full pricing details](https://www.softwareadvice.com/product/26892-Zendesk/#pricing-and-plans) ### Product: Five9 [Five9](https://www.softwareadvice.com/call-center/five9-profile/) 4.22 [(484)](https://www.softwareadvice.com/call-center/five9-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide. Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more. The AI-driven Five9 Engagement Workflow uses NLP and intelligent routing to get customers to the right agent while Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time. Five9’s IVR with speech recognition can be used for common customer inquiries to free up agents for high-value interactions. Monitor, analyze and report on the contact center’s performance with real-time metrics and dashboards, and automatically sync all interactions with CRM. The contact center can be up and running in a matter of days and can be scaled up or down based on business needs.... [Read more](https://www.softwareadvice.com/call-center/five9-profile/) ### What users love - User-friendly and accessible interface - Responsive and helpful support team - Robust call center functionality ### To take in mind - Challenging call handling features - Frequent call drops and outages ### Best rated features: Performance Metrics 5.0 Online Voice Transmission 5.0 Dashboard 5.0 Lead Generation 5.0 ### Worst rated features: Progressive Dialer 1.0 Integrations Management 1.0 Quality Management 1.0 [See all features](https://www.softwareadvice.com/call-center/five9-profile/#key-features) ### Digital $119.00/month ### Core $159.00/month ### Premium Custom Pricing available upon request [See full pricing details](https://www.softwareadvice.com/call-center/five9-profile/#pricing-and-plans) ### Product: Dialpad [Dialpad](https://www.softwareadvice.com/voip/dialpad-profile/) 4.19 [(570)](https://www.softwareadvice.com/voip/dialpad-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Dialpad is the AI-native platform for customer experience, built to connect conversations, intelligence, and action across the entire enterprise, not just add AI features onto a legacy phone system. Where traditional communications and contact center tools treat AI as an add-on, Dialpad was designed from the ground up around Agentic AI: AI agents that reason through real conversations in real time and carry them to resolution, rather than simply transcribing or summarizing what was said. The platform spans two core products. Dialpad Connect unifies business phone, messaging, and video meetings into a single, AI-powered workspace, giving every team, not just customer-facing ones, one place to communicate and collaborate. Dialpad Contact Center takes that same agentic intelligence and applies it to customer support and sales at scale, functioning as one of the industry's first Agentic AI contact centers. It unifies voice, digital channels, and human agents in one system, autonomously resolving up to 80% of customer issues while giving human agents full context on the interactions that still need a personal touch. What sets Dialpad apart is how deeply connected its intelligence is. Every call, chat, and interaction feeds a single, compounding intelligence layer, one already built on more than 775 million AI-generated recaps and counting, instead of leaving voice and business data siloed across disconnected systems. That means real-time transcription and summaries, live coaching cues for sales and support reps, sentiment and quality insights, and operational visibility that improves the longer the platform is in use, not just at rollout. Security and governance are built in rather than bolted on. Dialpad's Guardian layer oversees AI behavior across the platform, giving IT and compliance teams the visibility and control needed to deploy Agentic AI at enterprise scale with confidence. And rather than asking organizations to adopt AI on faith, Dialpad's Proving Ground lets prospective customers pilot the platform and validate real-world ROI before committing to a full rollout. Dialpad integrates with the tools teams already rely on, including CRMs like Salesforce, helpdesk platforms like Zendesk, and collaboration tools like Slack, so conversation data and AI-generated insights flow into existing workflows instead of living in a separate silo. This makes it easier for sales, support, IT, and revenue teams to adopt Dialpad without ripping out their existing tech stack. Dialpad is built for mid-market and enterprise organizations that are modernizing how they communicate with customers and each other, from inside sales teams that need real-time coaching and CRM context, to support organizations looking to resolve a majority of tickets autonomously, to IT leaders consolidating tool sprawl into a single, secure, AI-native platform. Whether the goal is replacing a legacy VoIP or PBX system, standing up a modern contact center, or bringing conversation intelligence into sales and support workflows, Dialpad offers a single platform where communication and AI work together, rather than as separate, disconnected tools.... [Read more](https://www.softwareadvice.com/voip/dialpad-profile/) ### What users love - Flexible business phone features - Intuitive and accessible design - Unified device connectivity options ### To take in mind - Reliability and call handling issues - Slow and unresponsive assistance - Hidden fees and unclear costs ### Best rated features: Call Conferencing 5.0 Manual Dialer 5.0 Call Queues 5.0 Recording 5.0 ### Worst rated features: Call Scheduling 1.0 AI/Machine Learning 1.0 Third-Party Integrations 1.0 [See all features](https://www.softwareadvice.com/voip/dialpad-profile/#key-features) ### Standard $27.00/month For businesses with upto 10 users ### Pro $35.00/month For SMEs with upto 11-99 users ### Enterprise Custom Pricing available upon request For enterprises with 100+ users [See full pricing details](https://www.softwareadvice.com/voip/dialpad-profile/#pricing-and-plans) ### Product: Ultatel Cloud Business Phone System [Ultatel Cloud Business Phone System](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/) 4.66 [(41)](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary ULTATEL enables people to work together and get the information they need to do their best work, anywhere they are. Our cloud platform brings together phone, video, messaging, texts and business apps, allowing people to connect, meet, and exchange information on any device. We are passionate about using our technology and experience to help businesses address the challenges that matter to them, with an enterprise-grade platform that delivers exceptional service and 99.999% uptime.... [Read more](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/) ### Best rated features: Call Transcription 5.0 Activity Dashboard 5.0 Call Conferencing 5.0 Two-Way Audio & Video 5.0 ### Worst rated features: Collaboration Tools 3.0 Communication Management 3.0 Online Voice Transmission 3.4 [See all features](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/#key-features) ### Essential $18.00/month Ideal for: Teams & businesses needing reliable, high-quality calling with core AI insights like voicemail transcription and basic call analysis to enhance communication efficiency. Focus on: Crystal-clear voice, essential messaging, and foundational AI to understand your conversations better.... [Read more](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/#pricing-and-plans) ### Premium $24.00/month Ideal for: Businesses seeking robust collaboration tools, deeper call intelligence through a broader AI suite, and enhanced productivity features for everyday operations. Focus on: Advanced call management, integrated AI for sentiment & topic analysis, and seamless team collaboration across devices.... [Read more](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/#pricing-and-plans) ### Ultimate $34.00/month Ideal for: Organizations requiring the most advanced AI capabilities for comprehensive conversational intelligence, enterprise-grade control, premium integrations, and top-tier support. Focus on: Maximizing operational efficiency with a full suite of AI tools, real-time analytics, extensive customization, and strategic communication insights.... [Read more](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/#pricing-and-plans) [See full pricing details](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/#pricing-and-plans) ### Product: ChorusCX [ChorusCX](https://www.softwareadvice.com/customer-experience/encore-workforce-optimization-profile/) 5.0 [(1)](https://www.softwareadvice.com/customer-experience/encore-workforce-optimization-profile/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary ChorusCX Workforce Optimization is a cloud-based service designed to enhance employee performance and efficiency, delivering contact center analytical solutions that support workforce optimization, interaction recording, and engagement. Encore offers a variety of options to record customer interactions; gain insights into the content and results of interactions; use those insights for quality management to improve performance; and create staff schedules that allow for the achievement of service-level objectives, via workforce management software.... [Read more](https://www.softwareadvice.com/customer-experience/encore-workforce-optimization-profile/) ### Best rated features: Multi-Screen Recording 5.0 Audio Capture 5.0 Screen Capture 5.0 Backup and Recovery 5.0 ### Worst rated features: File Sharing 4.0 Annotations 4.0 Collaboration Tools 4.0 [See all features](https://www.softwareadvice.com/customer-experience/encore-workforce-optimization-profile/#key-features) ### Product: Salesken [Salesken](https://www.softwareadvice.com/crm/salesken-profile/) 4.68 [(22)](https://www.softwareadvice.com/crm/salesken-profile/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Salesken is a sales enablement platform that helps businesses leverage artificial intelligence (AI) technology to generate leads and streamline communication with clients through various channels such as calls, emails, chats and web conferences. Professionals can monitor the entire sales pipeline and determine customers' intent to qualify leads. Salesken comes with a dashboard, which enables administrators to monitor sales executives' performance and provide targeted feedback accordingly. Managers can track the entire sales pipeline and maintain a call disposition log to record client interactions. Additionally, it lets businesses transcribe calls, schedule follow-ups and identify prospects' contextual cues. Salesken provides mobile applications for iOS and Android devices, which allow organizations to interact with clients using an in-app dialer. Pricing is available on request and support is extended via an inquiry form.... [Read more](https://www.softwareadvice.com/crm/salesken-profile/) ### Best rated features: Performance Metrics 5.0 Assessment Management 5.0 Archiving & Retention 5.0 Feedback Management 5.0 ### Worst rated features: Auto-Dialer 4.0 [See all features](https://www.softwareadvice.com/crm/salesken-profile/#key-features) ### Basic $99.00/month [See full pricing details](https://www.softwareadvice.com/crm/salesken-profile/#pricing-and-plans) ### Product: Convin [Convin](https://www.softwareadvice.com/speech-analytics/convin-profile/) 4.87 [(232)](https://www.softwareadvice.com/speech-analytics/convin-profile/reviews/) Best for:Performance Management ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Convin is a cutting-edge platform designed to tackle the challenges faced by contact centers in today’s dynamic environments. With AI-powered real-time agent assistance, automated quality assurance, and personalized coaching, Convin optimizes every interaction to boost agent performance and customer satisfaction. The platform analyzes every conversation, from lead qualification to post-interaction follow-ups, and provides actionable insights that drive better customer engagement and higher conversion rates. Convin’s scalable solution supports 70+ languages and integrates seamlessly into your existing systems, making it ideal for businesses of all sizes. AI Phone Calls (CX Suite): Automate inbound and outbound calls 24/7 with virtual agents across 70+ languages. Real-Time Agent Assist (Real-time Suite): Equip agents with live guidance and real-time tips to improve performance. Supervisor Assist (Real-time Suite): Monitor conversations and track sentiment trends to prevent escalations. Automated QA (Post-Interaction Suite): Use AI to score every call, chat, and email interaction, ensuring unbiased quality assurance. Automated Coaching (Post-Interaction Suite): Reduce onboarding time by 60% with AI-powered coaching based on top-performing agents. AI Learning Management System (Post-Interaction Suite): Track agent progress with customizable assessments and a rich knowledge base. Convin Insights (Voice of Customer Suite): Analyze 100% of conversations to uncover actionable insights into customer behavior and trends. Conversation Behavior Analysis (Voice of Customer Suite): Track winning and losing behaviors to refine the sales process and improve outcomes. Customer Intelligence (Voice of Customer Suite): Identify key customer sentiments, competitor mentions, and product features from customer conversations.... [Read more](https://www.softwareadvice.com/speech-analytics/convin-profile/) ### Best rated features: Performance Management 4.8 Training Management 4.8 [See all features](https://www.softwareadvice.com/speech-analytics/convin-profile/#key-features) ### Basic ₹80.00/month [See full pricing details](https://www.softwareadvice.com/speech-analytics/convin-profile/#pricing-and-plans) ### Product: DialedIn CCaaS [DialedIn CCaaS](https://www.softwareadvice.com/call-center/chasedata-profile/) 4.82 [(328)](https://www.softwareadvice.com/call-center/chasedata-profile/reviews/) Best for:Small businesses ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary DialedIn is a cloud-based Contact Center as a Service (CCaaS) solution designed to optimize outbound, inbound, and blended call center operations for businesses of every size and in every industry. Developed with customer feedback at its core, DialedIn is more than just a call center software—it's a comprehensive solution that evolves with your business. With fast deployment, automatic upgrades, and exceptional customer support, DialedIn helps users stay ahead in a competitive landscape. Tailored for teams of all sizes, DialedIn offers businesses with advanced dialing capabilities, including auto, predictive, preview, and progressive dialing, ensuring that every call is handled efficiently. DialedIn CCaaS offers a range of key features designed to enhance operational efficiency and user satisfaction. Fast & Easy Deployment ensures that users are up and running in minutes, not days, minimizing downtime. The Ease of Use is highlighted by an intuitive interface that requires minimal training, allowing teams to focus on what matters most—delivering exceptional customer service. Smart Call Routing automatically directs calls based on language preference, skill set, and other customizable rules, enhancing customer experience and agent productivity. Additionally, Zero-Coding Integrations allow for seamless integration with top CRMs and APIs, eliminating the need for complex coding and streamlining workflows. DialedIn CCaaS provides Real-Time Analytics & Reporting, offering instant insights with customizable dashboards and reporting tools that help track performance and optimize campaigns on the fly. Security & Compliance are ensured with robust security settings that allow managers to monitor campaigns closely, ensuring compliance and data integrity. Digital call records are securely stored for up to three months, available for review whenever needed. Additionally, the platform scales from small businesses to enterprise-level operations, whether deployed on-premises or via the cloud, growing alongside users' needs. Customer Support is provided by an in-house, US-based technical support team.... [Read more](https://www.softwareadvice.com/call-center/chasedata-profile/) ### Best rated features: Agent Interface 5.0 Automated Routing 5.0 Quality Management 5.0 List Management 5.0 [See all features](https://www.softwareadvice.com/call-center/chasedata-profile/#key-features) ### Product: Gong.io [Gong.io](https://www.softwareadvice.com/call-center/gong-profile/) 4.81 [(561)](https://www.softwareadvice.com/call-center/gong-profile/reviews/) Best for:Mid-size businesses ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Gong is an AI-based revenue intelligence platform that helps businesses centralize revenue workflows in a unified platform. The platform caters to a wide range of industries, empowering sales, customer success, marketing, and revenue operations teams to drive productivity, predictability, and pipeline growth. Gong's key features include AI-powered engagement and forecasting capabilities. Gong Engage let stakeholders use AI to inform the engagement strategy and eliminate redundant tasks and ineffective outreach. Gong Forecast powers the revenue operating rhythm with more customer data, enabling organizations to drive forecast accuracy and organization-wide actionability. The platform also enables teams to simplify data management and provides comprehensive customer insights through the Gong Data Engine, which automates data capture, mapping, and protection across the revenue lifecycle. Gong's AI capabilities map insights to the specific business context, informing critical decisions.... [Read more](https://www.softwareadvice.com/call-center/gong-profile/) ### What users love - In-depth call review capabilities - Driving measurable sales outcomes - Detailed conversation analytics tools ### To take in mind - Transcription accuracy and delays - Recording reliability and privacy issues ### Best rated features: Data Visualization 5.0 Trend Analysis 5.0 Sales Automation 5.0 Sales Trend Analysis 5.0 ### Worst rated features: Sales Onboarding & Training 1.0 Call Scripting 3.0 Sales Pipeline Management 3.0 [See all features](https://www.softwareadvice.com/call-center/gong-profile/#key-features) ### Product: Ringover [Ringover](https://www.softwareadvice.com/voip/ringover-profile/) 4.71 [(884)](https://www.softwareadvice.com/voip/ringover-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Ringover is the no.1 business phone system that gives you unlimited calls to 110 countries, video conferencing, SMS and group messaging, call recording, call whispering and more features focused on improving your teams productivity. No expertise needed. Integrate Ringover with major CRMs (Salesforce, HubSpot, Pipedrive etc.) or with your helpdesk tools in just a few clicks. With Ringover, your professional communications are possible anywhere in the world - all it takes is an internet connection. Greatly scaling up in growth and adopted by over 10,000 users, Ringover is on track to become THE leader in European Cloud telephony, primed for rapid international development in the markets for Spain and the United Kingdom.... [Read more](https://www.softwareadvice.com/voip/ringover-profile/) ### What users love - Comprehensive call tracking features - Intuitive and user-friendly interface - Responsive and helpful support team ### To take in mind - Inconsistent audio and device issues - Occasional lags and slowdowns - Frequent disconnections and network dependency ### Best rated features: Contact Database 5.0 Call Scheduling 5.0 Call List Management 5.0 Electronic Signature 5.0 ### Worst rated features: Monitoring 2.8 Call Tagging 3.0 [See all features](https://www.softwareadvice.com/voip/ringover-profile/#key-features) ### Smart $29.00/month This plan provides all-in-one calls, video & chat. ### Power $54.00/month This plan offers analytics, productivity and integrations. ### Advanced $64.00/month [See full pricing details](https://www.softwareadvice.com/voip/ringover-profile/#pricing-and-plans) ### Product: Phonexa [Phonexa](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/) 4.99 [(75)](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/reviews/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Phonexa is an enterprise-grade tracking software for performance, affiliate and partner marketing. The Phonexa Suite is the underlying tech that carries through the consumer lead and call lifecycle, helping performance marketing teams drive ROI for brands across affiliate, partner, and paid channels. Phonexa prioritizes outcomes-based marketing across customer interactions like clicks, calls, form submissions, website behavior, and more. Through its single operating solution, the Phonexa Suite gives D2C publishers, networks, agencies, and brands unprecedented access and control to campaigns, eliminates lack of transparency across lead generation, and automates processes. The Phonexa Suite allows clients to optimize frictionless customer acquisition efforts and analyze the sources that drive qualified pipeline. Phonexa’s global headquarters are based in Los Angeles with additional offices in the United Kingdom, Ukraine, and Canada. The company employs a staff of over 200. For more information, visit www.Phonexa.com.... [Read more](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/) ### Best rated features: Prospecting Tools 5.0 Visitor Tracking 5.0 List Management 5.0 Conversion Rate Optimization 5.0 ### Worst rated features: API 3.0 Call Transcription 4.0 [See all features](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/#key-features) ### Product: PhoneBurner [PhoneBurner](https://www.softwareadvice.com/crm/phoneburner-profile/) 4.78 [(176)](https://www.softwareadvice.com/crm/phoneburner-profile/reviews/) Best for:Customer support ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary PhoneBurner is an outbound dialer and call center solution that empowers agents to conduct wildly efficient yet highly personalized outreach, and engage up to 4x more contacts in live conversations. The system offers functionalities that include power dialing, lead management, email follow-up, SMS, sales cadence, performance management and analytics. The PhoneBurner system is a leader in its support of TCPA/FCC compliance and provides cutting edge tools to help teams engage in efficient, effective, and compliant communications. Use the built-in CRM, or integrate with Salesforce, HubSpot, Zoho, monday.com and other leading CRMs and apps. Other features include 1-click voicemails, one-touch emails and SMS, email tracking, custom dispositions, call recording, call transfer, local ID, sales cadence, automatic lead distribution and more. PhoneBurner scales to any size team and can be managed from one central admin portal. Analytics, reporting and live call monitoring/coaching features offer real-time visibility into ongoing activities and calling performance. The platform is cloud-based and requires no installations, setup fees, or contracts. The solution is available on a monthly subscription basis and provides customer support via phone and email.... [Read more](https://www.softwareadvice.com/crm/phoneburner-profile/) ### Best rated features: Reporting & Statistics 5.0 Workflow Automation 5.0 Email Marketing 5.0 Performance Management 5.0 [See all features](https://www.softwareadvice.com/crm/phoneburner-profile/#key-features) ### Standard $165.00/month The plan includes CRM solutions and an powerful dialer. ### Professional $195.00/month The plan includes all features from the standard plan with additional add-ons to help teams grow. ### Premium $215.00/month The plan includes all features from the standard and professional plans plus a dedicated inbound number with text messaging capabilities.... [Read more](https://www.softwareadvice.com/crm/phoneburner-profile/#pricing-and-plans) [See full pricing details](https://www.softwareadvice.com/crm/phoneburner-profile/#pricing-and-plans) ### Product: Squaretalk [Squaretalk](https://www.softwareadvice.com/call-center/innitel-predictive-dialer-profile/) 4.83 [(109)](https://www.softwareadvice.com/call-center/innitel-predictive-dialer-profile/reviews/) Best for:Value for money ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Squaretalk is a cost-effective, scalable, and simple-to-use cloud communications platform that gives your sales and support teams the tools to boost efficiency and productivity. You can work effectively from any location and reach customers on their preferred channels - voice, WhatsApp Business messaging, SMS, and email. The Power Dialer allows you to automate outbound campaigns, minimize time between calls, and connect with more live prospects without leaving the Squaretalk platform. You can swiftly develop and maintain a global presence with access to local, mobile, and toll-free numbers in over 150 countries and 4500 area codes. Seamlessly connect all of your favorite tools like Zoho, Salesforce, or other popular CRMs with our native integrations or custom API for computer telephony integration.... [Read more](https://www.softwareadvice.com/call-center/innitel-predictive-dialer-profile/) ### Best rated features: Callback Scheduling 5.0 Virtual Call Center 5.0 Automated Responses 5.0 Interaction Tracking 5.0 ### Worst rated features: Call List Management 3.8 Activity Dashboard 4.0 [See all features](https://www.softwareadvice.com/call-center/innitel-predictive-dialer-profile/#key-features) ### Product: LiveAgent [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) 4.67 [(1787)](https://www.softwareadvice.com/crm/liveagent-profile/reviews/) Best for:Enterprise businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary LiveAgent is a multichannel help desk solution with advanced AI features, live chat, ticketing, and call center capabilities. Streamline all business communication channels and manage customer interactions from a single shared team inbox. It offers 200+ native integrations including all popular social media, a customizable chat widget, chat routing, chat history, canned responses, reliable ticketing, and more advanced features. With multiple pricing tiers, LiveAgent suits businesses of any size or industry. A flexible, all-in-one solution for handling customer support across different use cases. Start with a 1-month free trial, no credit credit card needed.... [Read more](https://www.softwareadvice.com/crm/liveagent-profile/) ### What users love - Unified customer service platform - Real-time chat for support - Intuitive and simple navigation ### To take in mind - Complex and limited email handling - Outdated and cluttered interface design - Limited and outdated mobile experience ### Best rated features: Corrective and Preventive Actions (CAPA) 5.0 Drag & Drop 5.0 Transfers/Routing 5.0 Issue Tracking 5.0 ### Worst rated features: Audit Trail 1.0 Multi-Channel Management 2.0 [See all features](https://www.softwareadvice.com/crm/liveagent-profile/#key-features) ### Small $15.00/month $15 agent/month (billed annually) — $19 agent/month (billed monthly) ### Medium $29.00/month $29 agent/month (billed annually) — $35 agent/month (billed monthly) ### Large $49.00/month $49 agent/month (billed annually) — $59 agent/month (billed monthly) [See full pricing details](https://www.softwareadvice.com/crm/liveagent-profile/#pricing-and-plans) ### Product: VICIdial [VICIdial](https://www.softwareadvice.com/call-center/vicidial-profile/) 4.69 [(266)](https://www.softwareadvice.com/call-center/vicidial-profile/reviews/) Best for:Features ### Pricing availability Free trial: Available Free version: Available Software Advice Summary VICIdial is an open-source, cloud-based contact center solution suitable for small to large call centers in a variety of industries. Key features include inbound and outbound calls, call routing, email integration, online chat and call recording. VICIdial combines inbound and outbound phone calls with inbound email and customer website chat in a single web-based interface. Skills-based routing and queue prioritization features help users ensure that calls and emails go to the agents who are best able to handle them. Agents can also switch between handling outbound and inbound calls when necessary. Other features include previewing leads before dialing, recording and listening to agent calls, sending dropped calls to available agents or a voicemail inbox, estimated hold times for inbound callers, remote-agent calling, multiple language support and more. Support is available online and via email.... [Read more](https://www.softwareadvice.com/call-center/vicidial-profile/) ### What users love - Versatile call center platform - Strong community and support network - Efficient predictive dialing capabilities ### To take in mind - Outdated and unfriendly interface ### Best rated features: Caller ID 5.0 Data Import/Export 5.0 Queue Management 5.0 IVR 5.0 ### Worst rated features: Real-Time Monitoring 3.0 Call Scheduling 4.0 [See all features](https://www.softwareadvice.com/call-center/vicidial-profile/#key-features) ### Hosted VICIdial $400.00/month Our VICIhost hosting service for VICIdial, priced on a per-server basis ### Free Open-Source Download $0.00/year Free download of the VICIdial open-source software, no restrictions for use [See full pricing details](https://www.softwareadvice.com/call-center/vicidial-profile/#pricing-and-plans) ### Product: CTM [CTM](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/) 4.65 [(158)](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/reviews/) Best for:Value for money ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary CTM is a conversation analytics software designed to provide tracking and insights for sales and marketing teams. It helps organizations analyze campaign performance and customer interactions to support data-driven decision-making. Businesses, marketing agencies, and sales departments use the platform to gain visibility into customer engagement and optimize their processes. The software includes AI-powered conversation intelligence that analyzes call recordings, transcriptions, and live conversations to extract customer insights. It connects calls, chats, form submissions, and texts to specific advertisements using tracking numbers and dynamic number insertion, enabling accurate lead attribution. Features include lead management with geo, weight, and skill-based routing, a customizable softphone system, and workflow automation tools to streamline sales processes. Reporting tools offer both high-level summaries and detailed campaign and conversion data. The platform adheres to security standards, including SOC 2 compliance, and supports regulatory requirements such as HIPAA, HITECH, GDPR, and CCPA. It offers sub-account structures, white-label options, and custom billing features for agencies managing client accounts.... [Read more](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/) ### Best rated features: Call Tagging 5.0 Campaign Scheduling 5.0 Performance Management 5.0 Data Security 5.0 ### Worst rated features: Multi-Touch Attribution 2.8 Call Scripting 3.0 File Transfer 3.0 [See all features](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/#key-features) ### Product: Clari Copilot [Clari Copilot](https://www.softwareadvice.com/crm/wingman-profile/) 4.66 [(314)](https://www.softwareadvice.com/crm/wingman-profile/reviews/) Best for:Features ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Clari Copilot turns your revenue team into serial closers by helping them win every revenue-critical moment. With Clari Copilot’s conversation intelligence platform, reps and managers have everything they need to compete fiercely, spot revenue leak, and close deals faster. Here’s how: - With Clari Copilot’s real-time battlecards and monologue alerts, your reps can navigate objections with ease and learn from winning behavior. And your managers can easily track rep performance without 100s of hours of call shadowing. - Clari Copilot proactively gives you deal-changing insights like potential blockers, competitor mentions, and next steps, so you can act when it actually matters. You don’t need to listen to endless call recordings and keep track of multiple dashboards to know where a deal is in the sales process. - With Clari Copilot’s RevGPT feature, you can automate the busywork and focus more on closing deals faster. Get formatted call summaries, next steps, and suggested actions, right in your Slack. You can also use the feature to transform lengthy enablement material into concise battlecards. - With Clari and Clari Copilot united on one platform, you can inspect deals with rigor, forecast with accuracy, and run revenue on one platform. - Clari Copilot is SOC 2 Type 2 certified and GDPR ready so you can operate with enterprise grade security. You can manage your org with role-based access, single sign on, and active recording consent. - Clari Copilot integrates with dialers (e.g., Outreach, Aircall, HubSpot, RingCentral), video conferencing tools (e.g., Zoom, Google Meet, GoToMeeting) and CRMs (e.g., SalesForce, PipeDrive, HubSpot) to bring all the intelligence together.... [Read more](https://www.softwareadvice.com/crm/wingman-profile/) ### What users love - Flexible and searchable call recordings - Actionable insights from call analysis - Optimizing sales call management ### To take in mind - Transcription accuracy and speaker identification ### Best rated features: Dashboard 5.0 Opportunity Management 5.0 Customizable Branding 5.0 Real-Time Analytics 5.0 ### Worst rated features: Customizable Reports 3.3 Task Management 3.8 Automatic Call Distribution 4.0 [See all features](https://www.softwareadvice.com/crm/wingman-profile/#key-features) ### Accelerator $1,080.00/year ### Enterprise $1,320.00/year [See full pricing details](https://www.softwareadvice.com/crm/wingman-profile/#pricing-and-plans) ### Product: AVOXI [AVOXI](https://www.softwareadvice.com/voip/avoxi-profile/) 4.80 [(59)](https://www.softwareadvice.com/voip/avoxi-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary AVOXI is a global communications provider specializing in cloud-based contact center and virtual number solutions. Their platform is designed to enhance customer engagement and streamline business operations through features like voice services, call tracking, and comprehensive analytics. AVOXI caters to businesses looking to optimize international communication and provides tools for workforce management and customer interaction. They offer scalable solutions that are particularly beneficial for companies in need of flexible, reliable telephony infrastructure to support global connectivity.... [Read more](https://www.softwareadvice.com/voip/avoxi-profile/) ### Best rated features: Role-Based Permissions 5.0 Real-Time Reporting 5.0 Mobile Access 5.0 Call Reporting 5.0 [See all features](https://www.softwareadvice.com/voip/avoxi-profile/#key-features) ### Launch $0.00 This is a free plan that starts at $0. ### Contact $19.99 Advanced analytic plan that starts at $19.99 per user. ### Engaged Enterprise $39.99 Management plan that starts at $39.99 per user. [See full pricing details](https://www.softwareadvice.com/voip/avoxi-profile/#pricing-and-plans) ### Product: Myphoner [Myphoner](https://www.softwareadvice.com/call-center/myphoner-profile/) 4.69 [(99)](https://www.softwareadvice.com/call-center/myphoner-profile/reviews/) ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Myphoner enables sales teams to easily manage their prospects with a simple to use cold outreach CRM, never has it been easier to follow up and drive leads. Whether you do cold calling, warm calling, meeting booking, inside sales, it's all about following up. Myphoner offers a full suite of tools to enable your sales team to get the job done. In 2013 we started with a unique queue that ensured agents would never miss a scheduled call and assist them to focus on calling. Today we offer a host of features from time tracking to a built-in dialer and Cloud VoIP solution to Live Monitoring & robust reporting. With features such as email templates, scripts & campaign configuration, managers spend less time on admin, enabling them to focus on their team and coaching agents. Talking about coaching, our Live Monitoring with Listen & Whisper features further help managers train agents to get the most out of each call. With four different types of reports, agents, managers & clients can see precisely how campaigns perform in real-time. Our agent report is fantastic to ensure each agent is performing optimally and reaches their KPI's. In contrast, our list and detail report provides excellent insight into how effective campaigns are at any time. We even offer a Voice Report, which offers complete transparency on call costs to ensure companies can manage their ROI effectively. We offer tools to manage client campaigns independently for agency clients, ensuring that all data is separate. This means easier management and provides the ability for clients to have complete transparency over their campaigns. We even offer custom branding and white labelling, enabling you to give more value to clients. We understand the importance of having the ability to integrate with other applications in your tech stack and automating processes. With that in mind, we have a robust open API & have partnered with Zapier, which integrates with over 3000 applications worldwide. Our plans & features are built to grow as your company and sales team grows, ensuring that you have the right features without any bloatware, no matter how small or large your team is.... [Read more](https://www.softwareadvice.com/call-center/myphoner-profile/) ### Best rated features: Caller ID 5.0 Campaign Management 5.0 Computer Telephony Integration 5.0 Call Recording 4.7 [See all features](https://www.softwareadvice.com/call-center/myphoner-profile/#key-features) ### Free $0.00 This plan is free forever. ### Basic $19.00/month The plan includes a 14-day free trial. ### Plus $29.00/month The plan includes a 14-day free trial. [See full pricing details](https://www.softwareadvice.com/call-center/myphoner-profile/#pricing-and-plans) ### Product: Patient Prism [Patient Prism](https://www.softwareadvice.com/dental/patient-prism-profile/) 4.95 [(22)](https://www.softwareadvice.com/dental/patient-prism-profile/reviews/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Patient Prism is a call recording software designed to help dental practitioners analyze patients’ calls and identify revenue opportunities. The platform enables administrators to gain insights into daily and hourly call summaries, voicemails and marketing analytics. Managers can receive feedback alerts to re-engage with potential customers and book appointments on a centralized dashboard. Patient Prism allows teams to analyze recorded calls and generate reports to assess follow-up actions as well as outcomes. Additionally, healthcare professionals can analyze marketing campaigns and use built-in certificates to reward staff members for performances. Patient Prism offers an application programming interface (API), which lets businesses integrate the system with several third-party applications including Google Ads and Google Analytics. Pricing is based on monthly and annual subscriptions and support is extended via phone, email, FAQ, knowledge base, chat and an online contact form.... [Read more](https://www.softwareadvice.com/dental/patient-prism-profile/) ### Best rated features: Appointment Management 5.0 Recording 5.0 Archiving & Retention 5.0 On-Demand Recording 5.0 [See all features](https://www.softwareadvice.com/dental/patient-prism-profile/#key-features) ### Product: VirtualPBX [VirtualPBX](https://www.softwareadvice.com/digital-workplace/virtualpbx-profile/) 4.72 [(38)](https://www.softwareadvice.com/digital-workplace/virtualpbx-profile/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary VirtualPBX gives you a complete business phone system for $15/user/month with every feature already included. No confusing plans. No feature gates. No surprises. Just smarter voice for your business, whether your team is at a desk, on the road, or working from home. Add AI FrontDesk whenever you're ready for intelligent 24/7 call handling, and grow into advanced messaging or contact center capabilities as your needs evolve. Most importantly, you're backed by knowledgeable, U.S.-based support from people who genuinely know the platform and understand small business. Because having the right technology is important—but having the right people behind it matters too.... [Read more](https://www.softwareadvice.com/digital-workplace/virtualpbx-profile/) ### Best rated features: Online Voice Transmission 5.0 Sentiment Analysis 5.0 Interaction Tracking 5.0 Softphone 5.0 [See all features](https://www.softwareadvice.com/digital-workplace/virtualpbx-profile/#key-features) ### Smarter Voice $15.00/month [See full pricing details](https://www.softwareadvice.com/digital-workplace/virtualpbx-profile/#pricing-and-plans) ### Product: Dialfire [Dialfire](https://www.softwareadvice.com/telemarketing/dialfire-profile/) 4.78 [(27)](https://www.softwareadvice.com/telemarketing/dialfire-profile/) ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Dialfire is a cloud-based call center solution designed to help small to large enterprises manage and streamline all inbound and outbound calling processes. It comes with predictive dialer, automated workflows, real-time analytics capabilities, which enables users to handle all phone campaigns via a centralized platform. Key features of Dialfire include outbound and inbound call handling, monitoring, recording, security and multiple tenant management. It provides customization tools, which allow users to design campaigns with unlimited numbers of data fields, custom agent screen, caller ID and do-not-call lists, ensuring agreement with brand requirements. Additionally, businesses can manage each campaign separately or automate the generation of multi-step campaigns through defined workflows. Dialfire lets enterprises import and export data in spreadsheet formats and integrates the platform with business systems or Webhooks through an application programming interface. Pricing is available on monthly subscriptions and support is extended via documentation, FAQs and other online measures.... [Read more](https://www.softwareadvice.com/telemarketing/dialfire-profile/) ### Best rated features: Inbound Call Center 5.0 Call Whispering 5.0 Real-Time Reporting 5.0 Progressive Dialer 5.0 [See all features](https://www.softwareadvice.com/telemarketing/dialfire-profile/#key-features) ### Custom Custom Pricing available upon request [See full pricing details](https://www.softwareadvice.com/telemarketing/dialfire-profile/#pricing-and-plans) ### Product: TalkChief [TalkChief](https://www.softwareadvice.com/call-center/talkchief-profile/) 4.94 [(18)](https://www.softwareadvice.com/call-center/talkchief-profile/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary TalkChief isn't just a business phone system; it's your partner in enhancing communication for call centers, startups, enterprises, and nonprofits. Designed to simplify interactions across remote teams and with customers, TalkChief focuses on user-friendly features that prioritize your unique needs. Imagine a world where spam numbers and bots are effortlessly blocked, where each agent has their own caller ID, and where welcoming inbound calls is a personalized experience. TalkChief brings this vision to life, making communication smoother and more human. Key features such as automated notifications, call recording, interactive voice response (IVR), and skill-based routing empower you to navigate communication challenges effortlessly. Dive into detailed reports, track key performance indicators (KPIs) on intuitive dashboards, and use filters to easily find specific conversations. With TalkChief, administrators have the tools to tailor communication strategies for maximum impact. Managers can take advantage of dynamic call routing, directing calls to team members based on language, location, and other individual traits. This personalized touch ensures that your team operates at its best. TalkChief doesn't just stop at communication; it integrates seamlessly with third-party helpdesk, collaboration, and customer relationship management (CRM) systems. This interconnected approach ensures that your communication ecosystem aligns perfectly with your existing tools and processes. Available through convenient monthly or annual subscriptions, TalkChief provides robust support via FAQs, live chat, a knowledge base, and various online resources. It's more than a business phone system; it's a personalized communication solution tailored to elevate your business experience.... [Read more](https://www.softwareadvice.com/call-center/talkchief-profile/) ### Best rated features: Softphone 5.0 Call Conferencing 5.0 Employee Activity Monitoring 5.0 Multi-Channel Management 5.0 [See all features](https://www.softwareadvice.com/call-center/talkchief-profile/#key-features) ### Essential $8.00/month All what your startup need to start making calls ### Growth $13.00/month A flexible voice solution that fits modern business needs ### Professional $17.00 Advanced solution to boost productivity and performance [See full pricing details](https://www.softwareadvice.com/call-center/talkchief-profile/#pricing-and-plans) ### Product: Honeit [Honeit](https://www.softwareadvice.com/hr/honeit-profile/) 4.80 [(35)](https://www.softwareadvice.com/hr/honeit-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Honeit is a cloud-based interview collaboration and talent intelligence platform designed to help businesses engage, screen, schedule, and assess candidates using real-time conversational insights. Hiring managers can utilize the application to automatically schedule calls, record or transcribe interviews, and attract talent through audible job previews. Features of Honeit include automated interview scheduling, call recording, interview transcription, text messaging, data export, application submission, and more. It offers a marketing module, which lets recruiters share job preview links and boost referrals across social media platforms including LinkedIn, Twitter, and Facebook. Administrators can also build custom interview guides for recruiters to screen technical candidates and discover call transcripts, interview questions, skill tags, and notes for specific skill sets in the centralized dashboard. Honeit allows API integrations with Microsoft Outlook, Slack, Greenhouse, SmartRecruiters, Loxo, and Lever enabling businesses to export interview data to share with fellow recruiters or team members. The platform provides an inbuilt VoIP to facilitate global communications, a CRM tool to manage clients and team projects, and an integrated calendar to schedule round-robin interviews.... [Read more](https://www.softwareadvice.com/hr/honeit-profile/) ### Best rated features: Recording 5.0 Customizable Branding 5.0 On-Demand Recording 5.0 Multi-Channel Communication 5.0 ### Worst rated features: Collaboration Tools 3.0 Mobile Access 3.5 [See all features](https://www.softwareadvice.com/hr/honeit-profile/#key-features) ### Lite $9.00/month honeit.com/pricing/ ### Pro Plan $99.00/month honeit.com/pricing/ ### Enterprise Custom Pricing available upon request honeit.com/pricing/ [See full pricing details](https://www.softwareadvice.com/hr/honeit-profile/#pricing-and-plans) 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/)[ Dialpad vs Fireflies ](https://www.softwareadvice.com/compare/74028-dialpad/vs/481852-Fireflies/)[ Freshdesk vs Talkdesk ](https://www.softwareadvice.com/crm/freshdesk-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, 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/)