What is Call Recording Software? Call recording software is used to record and capture audio conversations from voice calls (also known as VoIP), video calls, or traditional telephone calls. Recorded calls can either be stored in the cloud or locally on the individual’s computer. Many call recording solutions not only record the calls and store them, but offer call or meeting analytics as well. There are a few key reasons businesses may want to record audio or video calls: Ensure good call ...
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Call recording software is used to record and capture audio conversations from voice calls (also known as VoIP), video calls, or traditional telephone calls. Recorded calls can either be stored in the cloud or locally on the individual’s computer. Many call recording solutions not only record the calls and store them, but offer call or meeting analytics as well.
There are a few key reasons businesses may want to record audio or video calls:
Ensure good call quality and consistency across customer service agents or sales reps
Conduct training and onboarding for new employees
Teach new talk tracks or best practices to all agents or reps
Gain visibility into client account health
Create a record of compliance on calls
Call recording software is frequently used in contact centers and call centers. Many call center businesses have call recording and monitoring software in place to help increase customer service agent performance. In fact, some contact center software has this functionality built into the core platform. Though there are also point solutions that primarily do call recording and analysis.
Call center agents often have key performance indicators (KPIs) like average handle time, first response rate, and issue resolution rate they need to meet. Call recording software helps track some of these metrics and can help individual agents get a better understanding of how successful their call was.
Another popular use case for call recording software is among sales and customer success teams. Call recording software can help individual sales reps learn from their past calls, receive training for new talk tracks and best practices, and analyze the progress of current deals. Customer success reps can use this software in a similar way to keep track of the overall health of client accounts.
Most call recording products will have the following features:
Pre-Scheduled Recording: The ability to set call recording for scheduled calls ahead of time.
On-Demand Call Recording: The ability to add the call recording software to live calls.
Audio and Video Call Recording: The call recording software will record both the audio and video for the call (e.g. slide decks or other presentations shared on the call will be captured in the recording).
Real-time Recording Controls: The ability to pause, stop, or start recording in real-time on live calls.
Cloud or Local Recording Storage: Recordings are saved either locally on your computer or to a public or private cloud storage space.
Call Transcription: A written transcript of the meeting is available for download. Some products use AI technology to produce more accurate written transcripts.
Recording Editing: The ability to edit the recording (e.g. cut out silent sections) and save the edited version.
Recording Sharing: The ability to share a call or meeting recording using a sharable link.
Call Recording Analytics: Some products provide call or meeting analytics that include speech and text analytics, sentiment analysis, and key phrases mentioned in the conversation.
Call Recording Dashboard: A dashboard showing all recorded calls filterable by rep name, account name, date of the call, etc.
Integration with Third-Party Systems: Allows the user to connect the software with other third-party platforms such as a sales dialer, sales engagement, or contact center software.
Before purchasing a call recording software, interested buyers should consider the following first:
Use case: are you looking for a call recording solution optimized for contact and call centers? Or are you planning on using call recording software for sales or customer success? Call recording software designed for contact centers has a few key features that may not be needed in the sales context, and vice versa. For example, remote monitoring, call recording rules based on agent info, and encryption and masking features for sensitive payment information may not be useful for individual sales reps. On the other hand, call recording software designed for sales teams will likely have features like visibility into deal health, certain marketing intelligence features, and the ability to set up sales call ‘playlists’ that may not be useful for call center agents.
Price: are you looking for a call recording solution embedded in a larger contact center or sales enablement platform? Or are you looking for a stand-alone tool you can plug into your existing systems? Larger platforms with more capabilities are typically more expensive than stand-alone tools. Especially for small businesses with tight budgets, point solutions are usually a good place to start before moving on to more advanced tools with higher price tags.
Most call recording software is cloud-based and has monthly or annual subscription pricing. Monthly or annual prices can vary from product to product, based on multiple factors. Most vendors charge per user and increase costs for more advanced plans. For example, more expensive plans may have more collaboration or analytics features, more cloud storage space, or more available integrations.
Some products can start as low as $10 mo./user, while others charge upwards of $1,000 per user annually. For more pricing information, contact the vendor specifically.
There are multiple different call recording solutions to choose from, though there are a few that cater better to sales, marketing, and customer success teams—and others that are better-suited for call centers and contact centers.
Some of the most popular call recording platforms for sales teams include:
Some of the most popular call recording software for contact center agents include:
