Top 10 Call Recording Software for Call Centres

For a business to thrive in today’s competitive landscape, it needs to deliver excellent customer service. More than anything else in the current marketplace, “experience” is what convinces your clients to keep coming back for more interactions with your brand. 

The companies that deliver the most meaningful interactions to their customers are the ones that benefit from not only repeat clients but dedicated brand ambassadors that help their business grow. 

The question is: how do you continuously optimise your customer experience (CX) strategy?

While there are many ways for a business to enhance its approach to CX, one of the easiest options is to learn from previous discussions between agents and consumers. A call recording service will allow you to analyse trends in conversations and figure out what you need to do to delight every caller.

Here are some of the best call recording software solutions that could transform your CX strategy in 2020. 

10. Tri-Line

Tri-Line is one of the leading providers of call recording solutions for companies around the world. This company logs and records billions of calls every day from more than 250 types of phone systems around the world. With Tri-Line, companies can access a full log of company call metrics, complete with graphical web reports and other in-depth details. You can also use your information to create live display boards and call statistics. 

Tri-Line allows customers to record, score, and annotate VoIP and ISDN calls in a secure and reliable environment. It’s also a highly scalable service too, which adapts according to the needs of its clients. 

9. Oreka Audio Capture

Oreka’s audio capture software is a dedicated call recording system built on an open-source platform. Based on the cloud, this technology helps contact centres provide more memorable experiences to customers with features like live monitoring, speech analytics, and more.

Oreka offers a comprehensive range of audio recording services, from Oreka TR, the total recording experience, to CR for cloud recording, and MR for mobile recording. You can also combine your recording features with tools for quality management and screen capturing too. This means that it’s easier to analyse a broader range of conversations. Oreka also integrates with a variety of third-party applications, including tools from BroadSoft, Ribbon, Avaya, Cisco, and Siemens. 

8. Calabrio Call Recording

Calabrio call recording is a state-of-the-art call recording software solution ideal for capturing conversations with customers. Key features of the service include everything from call sharing and file transfer, to automated notifications and reporting. You can also access screen recording if you need to keep track of instant messaging conversations too. 

Created for a wide range of contact centre environments, Calabrio is helpful when you need to manage calls, upgrade conversations, and offer agent training. There’s also the option to encrypt the files that you share with your colleagues for better customer and data protection too. 

7. Versadial

Versadial is a call recording solution that helps companies to gain a better understanding of their target audience. The system is compatible with a range of calling systems, including SIP trunks, VoIP, T1, and analogue conversations. As well as call recording, the software also comes with insights into a range of other business intelligence solutions. 

Within Versadial, you can check live performance dashboards to see how your agents are performing at any given moment. There’s also the option to access coaching tools, screen capture features, workflow optimisation, and even reporting features. This solution is available on an annual subscription basis. 

6. NICE inContact 

Cloud call recording features are available as part of the comprehensive NICE inContact contact centre solution. Available as part of a modular range of tools for your contact centre or in a comprehensive package, call recording from NICE inContact gives you everything you need to track, record, and analyse customer conversations. 

As part of the extensive NICE inContact service, you can also access features like predictive dialler tools, call blending, call suppression, and more. There are also various integration options available with large applications like Oracle Service Cloud and Salesforce. Customer support and service tracking systems are also available as part of the suite. 

5. Aircall 

Aircall is another company in the contact centre environment that offers call recording as part of its Contact-Centre-as-a-Service (CCaaS) solution. If you access Aircall’s CCaaS offering, you can activate or deactivate call recording on any of your lines. Additionally, you’ll also be able to tap into other exciting features from the Aircall cloud-based system. 

Aircall comes with access to a shared call inbox, call recording, queuing, voicemail, contact management, tagging and commenting on tasks, and more. Aircall also integrates with a host of third-party applications, such as Pipedrive, Zendesk, Slack, and Salesforce. 

4. Twilio Flex

Twilio Flex provides call recording and a wide selection of other features as part of a comprehensive programmable contact centre platform. This cloud-based offering gives organisations the freedom to control their entire contact centre experience. You can use Twilio Flex to deploy a complete omnichannel contact centre solution, or just access features like call recording and intelligent routing according to your individual needs. 

Modular features include call waiting, outbound dialling, cold and warm transfer, machine detection, desktop analytics, and much more. There are even reporting solutions built-in for your call recording technology. 

3. 8×8 Call Recording 

8×8 is a leading cloud-based contact centre software provider. The company offers call recording as part of the 8×8 Virtual Office, where companies can build the all-in-one phone system they need with features like flexible mix-and-match audio and video conferencing, auto attendants, and more. 

Using the call recording feature along with some of 8×8’s other solutions, businesses can create a unique way to transform their relationships with clients and customers. The 8×8 solution enables agents to share contact numbers with customers to resolve tickets. Agents also have access to a computer telephony interface, logging, and interactive voice response (IVR) features too. 

2. RingCentral Automatic Call Recording

RingCentral is one of the leading contact centre software providers on the market today. Known for the state-of-the-art Engage contact centre solution, RingCentral helps businesses of all sizes streamline and automate their communication strategies. When you work with RingCentral on your call recording solution, you can either access a complete contact centre system or just basic features, like automatic call recording.

With the RingCentral automatic call recording feature, you can easily record calls from any device within your RingCentral stack. You’ll also be able to download and forward recorded conversations, ideal for compliance and training purposes. 

1. Talkdesk Call Recording

Talkdesk is one of the world’s leading cloud-based contact centre software solutions. Designed to help companies reduce costs while improving customer satisfaction, Talkdesk uses IVR and other tools to empower modern agents. You can also use it to tap into features like automatic call distribution and skill-based routine. 

Call recording is included as part of the complete Talkdesk experience, and it can combine with features like reporting for in-depth insights into your conversations. Additionally, you can set up your Talkdesk system to automatically send you an email containing call data, voicemail recordings, and transcriptions from your conversations too. The system integrates with programs like Desk.com, Shopify, and Salesforce. 

Next, why not check out our CxO of the Week, Karim Toubba at Kenna Security?