Top 12 Call Recording Solutions for Call Centers

Using call center recording solutions ensures quality assurance, helps determine the weak points of agents, and allows supervisors to provide practical training to employees for improved customer experience.

Call recordings help agents monitor client-agent interaction and ensure better customer service, which aligns with company standards. Call recording systems help to identify the weak areas of agents, and supervisors can motivate agents for consistency to enhance overall service quality.

Call recording systems ensure compliance with legal and industry regulations. In case of disputes or legal issues, call recordings can be used as solid proof to protect the company and ensure transparency in customer interactions.

Recorded calls give clear and detailed insights into customer behavior and problems and help to analyze the present trends. Call recording data helps to tailor future services, leading to more personalized interactions and increased customer satisfaction.

Call recordings provide real-life examples of agent training, helping new employees learn best practices and experienced agents refine their skills. Managers can assess calls, highlight areas for improvement, and ensure continuous professional development within the team.

Recorded calls contain valuable data, such as customer feedback, common complaints, and operational inefficiencies. Call centers can analyze this information to identify trends, improve processes, and make strategic decisions that drive growth and efficiency.

Calilio is a VoIP-powered business phone system that allows call centers to make and receive calls over the Internet. Its call center solutions include call recording - you can set up both inbound and outbound call recording to listen and review interactions.

Calilio is a top-notch call recording software for businesses. It ensures compliance with industry standards by monitoring and recording calls. Users can adjust the playback speed of recordings as needed, and all recordings are securely stored in the cloud for easy access.

Furthermore, Calilio enhances call recording with AI-powered call report-it provides call transcriptions and summaries with key details like the reason and conclusion of calls.

Key Features

• Call Recording
• Legally compliant recording
• Unified Callbox
• Call Forwarding
• Voicemail transcription
• AI-powered Call transcription
   

Pros

• Users with less tech experience can easily set up call recordings and access them whenever required.
• Adjustable playback speed makes it easier to analyze conversations
• AI integrations help to provide
• 24/7 Assistance

Talkdesk is a cloud contact center that manages enterprise calls using AI and automation. Businesses can use it to analyze call interactions with an integrated CRM, call recording, and a user-friendly interface. Hence, it enhances call center productivity and performance.

Key features

• Reporting and analytics
• Contact management
• Real-time monitoring
• Automatic call recording and transcription
• AI-powered sentiment analysis
   

Pros

• Enhanced customer satisfaction and efficiency using AI-powered tools.
• Analytics and real-time call monitoring.
• Quick access to key information with Time-stamped annotations.
   

Cons

• Additional charges for some of the essential features.
• Heavy usage can lead to delays in retrieving stored recordings.
   

Pricing

Freshdesk (also known as Freshcaller) is a cloud-based solution designed to simplify operations in the helpdesk. It provides business phone recording, access live chat, automates ticket management, sends auto-replies, and has a knowledge base. It is easy to set up, quick to customize, and relatively simple to automate tasks.

Key Features

• Pre-defined reports and dashboards
• Custom real-time dashboard
• Self-service tools
• Intelligent ticketing
• Knowledge base
   

Pros

• Agents can have easy access to its user-friendly interface.
• Analyze overall performance for continuous improvement.
   

Cons

• Limited integration.
• Accessing to data can be slow during high-traffic periods.
• This pricing plan is not specifically for call recording.

CloudTalk is a growing business phone system that records calls. This advanced system records all calls, ensuring no vital conversations are lost. After each call, recordings are instantly available for playback via any web browser, enabling users to review them anytime, anywhere.

CloudTalk enables secure downloads of call recordings for easy storage and analysis. Evaluating these recordings helps call center teams to identify enhancement areas, improving communication and customer satisfaction.


Key Features:

• Call recording
• Unlimited inbound and internal calls
• Secure call recording download option
• Multi-location accessibility
• Real-time analytics
   

Pros:

• Automatic call recording ensures you never miss a single meaningful conversation.
• Access your recordings easily from any web browser.
• The user-friendly design makes it easy to find and listen to the recorded calls.
   

Cons:

• Downloading recordings may be slow or unavailable.
• Reporting features are limited.
   

Pricing:

Aircall is a well-known call recording service for small businesses that offers easy use and integrations with major CRM platforms. It is best known for international contact centers for call monitoring and phone recording services. Aircall allows users to access call recording directly through the aircall platform or via CRM integration.


Key Features of Aircall

• Call Routing
• Auto- attendant( IVR)
• Toll-free numbers
• Call recording (unlimited storage requires upgrade)
• Seamless CRM integrations
   

Pros

• Quick activation and easy-to-setup.
• High-quality call quality provides clear audio to help you understand every detail of your calls.
• Easy access to customer interaction.
   

Cons

• Limited analytics features affect the performance evaluation.
• Difficulty in adjusting recording settings.
• Limited storing for up to one year only.

LiveAgent enables agents to manage tasks across multiple channels through live chat, email support, social media assistance, or a self-service knowledge base. It is considered one of the best call recording software for customer support for small businesses.

Key features:

• Ticketing system
• Customer Portal
• Call center integration
   

Pros:

• Multichannel support
• Wide range features included within affordable price.
• Analytics and reporting for monitoring performance
   

Cons:

• Third-party tool integration is complex.

CallHippo is a virtual phone system for sales and customer support - its call center solutions include call recording and other call management features such as IVR, call transfer, and number sharing.

With a paid plan, you access advanced tools such as live call monitoring, call routing, speech analytics, and a collaborative dashboard.

However, be aware of hidden fees with CallHippo. Voicemail transcriptions, caller ID, and call transcriptions are extra monthly costs. On the bronze plan, recording calls costs $0.005 per minute. Consider upgrading to the Silver plan for unlimited free recording.


Key Features:

• Unlimited calls in the US and Canada
• Basic call routing and auto attendant (IVR) (requires upgrade)
• Look back technique
• Manual recording control
• Country-specific recording settings
• Speech analytics
   

Pros

• Automatic recording of all incoming and outgoing calls.
• Secure cloud storage with easy authorized access only.
• Gain detailed insights into agents' performance.
   

Cons

• Call recording is accessible for only 90 days.
• Advanced features require additional training.

Zendesk provides a robust call recording service that seamlessly captures all calls made via Talk and links them to the appropriate support tickets. Users can turn off recording for specific numbers or allow callers to opt in or out. For better clarity, each recorded call is accompanied by transcripts and summaries.

Additionally, the Zendesk QA add-on enables users to evaluate call interactions and generate QA scores, helping to identify potential churn risks and knowledge gaps.


Key Features:

• Automatic Call Recording
• Support Ticket Integration
• Transcripts and Summaries
• Enhanced Conversation Logs
• Quality Assurance Add-on
• Regulatory Compliance
   

Pros:

• Automatically, associates record calls with the right support tickets for easy tracking.
• Provides transparency with opt-in/opt-out recording options.
• QA add-on helps pinpoint knowledge gaps and improve customer interactions.
   

Cons:

• Limited call storage duration may restrict historical data analysis.
• Integration with other tools can be complex.
   

Pricing:
ZendeskTalk charges an extra $0.03 per minute for call recordings. Call recording is not included in any packages.

OpenPhone offers a business phone recording service. You can customize settings for US, Canadian, or toll-free numbers. Its features include call transcription, AI-generated summaries with action items, shared numbers, ring groups, automated texts and replies, and analytics for tracking productivity and call volume.


OpenPhone's call center recording solutions include shared numbers, SMS/MMS messaging, voicemail transcriptions, business hour settings, on-demand call recording, and integration with Slack and Google Contacts.

Key Features:

• Free calls and texts within the US and Canada
• Shared phone number
• Voicemail transcriptions
• AI call summaries and transcripts (requires upgrade)
• A group calling with a warm transfer

Pros:

• Customized call monitoring settings
• Shared numbers
• Ring groups
• Auto-replies
   

Cons:

• Limited call analytics for call recording
• Scalability concerns

Twilio is a modern business communication platform with robust call center call recording systems. Its easy call recording systems provide real-time monitoring while following standard call-recording laws. Twilio offers easy recording, storage, and access to recording in the cloud. The strong API enables businesses to customize their call recording features in their present systems according to their requirements.

Key Features:

• Programmable voice, sms, and voice capabilities
• API controls for recordings
• Single and dual-party recording options
• Flexible call recording management
• Sensitive data recording pausing

Pros:

• Easy integrations with CRMs
• Supports multiple call types
• Recordings can be paused while sharing sensitive data
   

Cons:

• Limited customer support options
• Tools require technical expertise to be set up and managed efficiently.
   

Pricing:

Twilio offers pay-as-you-go services, including call recording services.

• Call Recording: $0.0025 per minute
• Storage: $0.0025 per minute per month
• Transcription: $0.05 per minute
   

Additionally, Twilio provides free monthly storage for up to 10,00 minutes without additional charges.

RingCentral is an all-in-one solution with an AI-powered communication platform for businesses. It includes automatic call recording and voicemail transcription that helps users review the interaction to note any missed details during the call.


Key Features:

• Automatic call recording
• Voicemail transcription
• Integration with Salesforce and Microsoft teams
   

Pros

• Detailed call logs help track and review the interaction and note essential call details.
• Integration offers flexibility for users to work with different platforms
• Improves accessibility for teams of all sizes, supporting multiple users.
   

Cons

• Limited storage of up to 100,000 recordings may be a problem for large-scale businesses.
• The initial setup is complex for new users.

Dialpad is a complete business phone system that offers powerful call center recording features and many other valuable tools. It provides AI-powered transcriptions in real-time and secure cloud storage, making it one of the best options for call recording. Dialpad helps businesses record calls while following industry rules and regulations.

Plus, its user-friendly dashboard provides live detailed insights into calls, assisting companies in tracking customer interactions and monitoring agent performance.


Key Features:

• Call recording control options
• Live call insights
• Secured cloud data storage
• Integrations available for different platforms
   

Pros:

• AI-powered transcriptions offer real-time insights during calls.
• Secure storage protects data privacy and ensures compliance with regulations.
• Its user-friendly dashboard makes monitoring and performance evaluation easier.
   

Cons:

• It can be challenging for users who are not familiar with technology.
• Limited offline access to recorded calls may be inconvenient.
   

Pricing

When choosing business phone recording software, consider features such as automatic call recording, high-quality audio capture, and easy integration with existing systems like CRM or helpdesk software. Additionally, consider a user-friendly interface, cloud storage options, and software that supports compliance with data protection regulations.

Select call recording software with high-quality audio recording, instant playback, and live monitoring. Advanced features like call analytics, reporting, and AI-powered transcriptions can provide deeper insights into customer interactions and agent performance.

Ensure that the phone recording service provider follows the call monitoring law and abides by it. Following GDPR and PCI DSS laws helps maintain confidentiality and protects sensitive customer data.

The call recording software should be able to integrate with CRM and your telephony system easily. Ensure smooth workflows and increased operational efficiency after the integration. So, choose the software that works best for you.

The call recording system should provide a user-friendly interface and easily accessible recording services. This design minimizes training time and supports daily activities. A well-designed interface boosts user confidence, leading to higher usage rates and improved performance.

A good phone recording software has real-time call monitoring, agent performance tracking, and other detailed analytics for overall evaluation. These tools help supervisors to oversee agent performance, continuously train them, and improve service quality.

Check whether the pricing for specific services is reasonable or not. Consider one-time and ongoing costs to ensure they fit within your budget with maximum value. Compare pricing with different service providers and select the one with the best features within your budget.

Cross-check whether the software provider offers reliable customer support or not. Reliable support ensures quick issue resolution and minimal disruptions.

However, implementing the best call recording services is not just using the popular and best software others use. Take time to explore various options, book a demo, and gather feedback from your team. Considering your business needs will ensure you choose a solution that fully meets your current needs.

Popular call center recording software includes Calilio, CloudTalk, Twilio, Freshdesk, Dialpad, Aircall, and RingCentral. Beyond call recording, Calilio offers AI-powered call reports and call monitoring services to track and improve your call center performance.
 

Call recording software records and stores interactions between clients and agents, whether over traditional phone lines or VoIP services. It helps improve agent performance, resolve disputes, ensure compliance, and gain valuable insights into customer interactions.

Calilio, Dialpad, Freshdesk, Aircall, CloudTalk, and RingCentral offer advanced call recording with AI-powered analytics, including transcription and call sentiment analysis.

Calilio, Cloudtalk, and Twilio provide high-quality call recording features, secure cloud storage, AI-driven insights, and real-time business monitoring. For small businesses, Freshdesk and CallHippo offer affordable and easy-to-use solutions.

Modern call recording solutions can integrate with popular CRM platforms like Salesforce, Hubspot, and Zoho. These integrations help businesses to centralize customer data, automate workflows, and enhance team productivity.