Call recording software

Digital call recording and computer telephony integration (CTI) have brought call logging and monitoring to new heights in call centers everywhere. Gone are the days where agents had to initiate call recording with a tape recorder or supervisors had to stand over agents' shoulders to evaluate their performance. Now, recording calls is an automated process, complete with highly flexible recording commands, centralized digital storage, and powerful search filters to retrieve data. Call recording software has become an integral part of call centers as a measure to improve call center quality, resolve customer disputes, comply with government legislation, and protect against liability.

There are three main call recording applications:

1. Call logging: Every call in the call center is recorded and archived. This is mainly used for regulatory compliance reasons, especially in the financial and insurance industries.
2. Random recording: Typically done in order to evaluate and monitor customer service quality, call center administrators can choose to record a random sampling of calls on a periodic basis.
3. Selective (or event-driven) recording: This is an advanced application where recording can be automatically triggered based on a particular IVR selection, DNIS/ANI number, even specific words. For example, a long distance carrier can use the technology to make sure they record the customer agreement to change long distance service.

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