Call Recording Software

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 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

Different Use Cases for Call Recording Software

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.

Call Recording Software Features

Most call recording products will have the following features:

• Pre-scheduled or on-demand recording

• Audio and video call recording

• Ability to pause and start recording in real-time

• Cloud or local recording storage

• Call/meeting transcription

• Ability to share call/meeting recordings

• Call/meeting analytics

• Call recording dashboard

• Integration with third-party systems (e.g. sales dialer, sales engagement, and contact center software)

Call Recording Software Comparison

Before purchasing a call recording software, interested buyers should consider the following first:

1. 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.

2. 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.

Pricing Information

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.