Call Recording
Contact Center Call Recording Software:
Make Every Interaction Matter
Make Every Interaction Matter
Capture every call, email, chat, text, and message with our contact center call and interaction recording solution.
Powerful AI quality monitoring tools help quickly identify issues and opportunities.
Zero in on metrics that matters most and identify personalized training opportunities.
Boost agent development and engagement with performance coaching tools and gamification.
Simplify contact center quality assurance and CX management with reliable true-cloud QM.
Automatically transform the raw voice of the customer into actionable insights.
Easily search and analyze interactions with revolutionary AI-powered media player.
Capture 100% of calls using a reliable compliance recording solution with secure storage.
Trusted By Global Brands
Powering the success of industry leaders worldwide
Call Recording Demo
See how Call Recording works
Purpose-built call and interaction recording solutions translate interactions into insights.
Call Recording Features
Call & Interaction Recording Tailor-Made for the Modern Contact Center
Capture voice-of-customer insights across digital and traditional channels. Understand how to deepen loyalty, expand market share, build customer-centric strategies—and turn your contact center into a growth center.
Omnichannel Capture
A single integrated platform ensures 100% capture of every interaction across traditional and digital channels, including screen recording.
- Built-in capabilities like auto pause-and-resume ensure privacy and security to meet compliance requirements.
- Powerful metadata tagging automatically adds deeper context and searchability to interaction data.
- Automated organization sorts and stores interactions based on intelligent business rules.
Efficient, AI-Powered Search
Harness the power of machine learning and AI-driven analytics to make search simple—and to seamlessly integrate with advanced reporting and analytics tools.
- One unified interface makes evaluations easy, with access to embedded analytics, screen recording, transcription, metadata, and evaluation forms.
- Easy CRM integration allows hyperlinking to connect customer interactions with CRM records.
- Tag interactions for recall and easily share or export interactions for coaching and training.
Secure Compliance Recording
Whether it’s HIPAA, PCI, GDPR, or CCPA—you’re covered with our compliance call recording solution. You’ll be able to prove adherence, defend against legal risks, and protect your brand
- All data and files are encrypted using the Advanced Encryption Standard (AES-256)—before they are transmitted and stored.
- Granular access controls make it easy to define and limit access privileges by user, role, or group.
Data easily flows through short-term to long-term storage. - Built-in features like automatic pause-and-resume ensure private information is never recorded.
Robust Analytics and Reporting
Our suite-wide AI-fueled business intelligence tool makes it easy to build and automate custom reports and dashboards that pull together omnichannel interaction recording data and transform it into key insights aligned to your business goals.
Benefits
Put secure call recording at the core of customer experience excellence
Understand and elevate all customer interactions—while navigating data security issues. Provide a seamless user experience and give your contact center leaders and compliance teams peace of mind. Securely and reliably capture 100% of calls.
Capture every customer interaction in real time
Never let valuable customer interaction data slip through the cracks. Integrated omnichannel capture and recording is the foundation for seamless omnichannel experiences. Capture the full picture of your customer sentiment and brand interactions.
Store all interactions securely
Robust cloud security and end-to-end encryption protects customer data in compliance with HIPAA, ISO27001, GDPR, PCI (AOC), and other regulatory standards. Plus, built-in features like automatic pause-and-resume ensure private information is never recorded.
Eliminate technical issues and minimize downtime
Get a holistic view of interactions your brand can trust—and technology you can depend on. Get intelligent system monitoring to oversee call center infrastructure, with automatic, instant alerts to anticipate issues and minimize downtime.
Integrated Solutions Section
Boost the Power of Each Interaction with Integrated Solutions
Your customer interaction data is a goldmine—so long as you have the solutions to unearth all that value. Calabrio Call Recording is the foundation of the Calabrio ONE performance suite, allowing you to harness the voice of the customer. Calabrio ONE seamlessly integrated Call Recording with Quality Management, Analytics, and Workforce Management to provide contact centers with everything they need to elevate—and protect—their brand.
Score every customer interaction
Get a holistic view of customer service experiences alongside an accurate, in-depth understanding of agent performance in a single view. Advanced analytics tools deliver predictive scoring and agent evaluations for every interaction across every channel—including with your chatbots and voicebots.
Engage, coach, and motivate agents
Use skill-gap mapping and predictive scoring to give agents the near real-time feedback they crave. Inspire self-improvement among your agents with built-in gamification. And use focused analytics insights to make agent coaching more personalized and impactful.
Centralize your data, catalyze action and impact
Seamlessly combine all of your WEM and customer interaction data with other data streams from anywhere in the organization—all in a single application. Then create and automate reports and deliver intuitive data visualizations that link contact center performance with high-level business goals.
Impact by the Numbers
The statistics speak for themselves
Calabrio’s call center recording solution is at the core of our leading-edge workforce performance suite. And it’s trusted by top brands because it delivers incredible impact
Return on investment
Increase in Handle Time
Decrease in Agent & Customer Effort
Increase in Customer Satisfaction Rates
Case Studies
A trusted ally to leading brands looking to empower employees and maximize performance
Explore how Calabrio has helped leading brands overcome challenges and unlock competitive advantages.
Peckham
When 1,500 contact center members are handling nearly 9 million global interactions each year, long holds and silence times add up in a big way. Calabrio Analytics helped Peckham understand and address root causes—and ultimately drive an extra $2.7 million in annual top-line revenue.
Bluegrass Cellular
Adding the ability to capture all interactions and understand sentiment, Bluegrass Cellular fostered more genuine connections, decreased both call escalations and complaints by nearly 50%, and increased agent satisfaction by 26%.
GreenPath Financial
GreenPath Financial lacked data to understand marketing impact. With Calabrio ONE they harnessed the voice of their customer to rapidly increase NPS and much more.
Calabrio ONE
One Suite to Understand and Elevate All Interactions
Get the best-in-class tools you need in one fully integrated workforce performance suite.
Customer Reviews
Leaders in workforce management customer satisfaction
See why customers choose Calabrio to quickly turn insights into revenue-boosting action.
Verified User
Enterprise Retail Organization
“Easy to use interface, reporting is straightforward. 99.9999% reliability. Gui is really laid out nicely. Very intuitive, doesn't require a ton of training time to get going. Very flexible on setting up hierarchy. Also like the fact that users from our ACD automatically cascade into it. We didn't have integrated recording software across our global network. Previous platform wasn't PCI compliant. Calabrio solved all of those issues. We also had an issue with not being able to follow a call from cradle to grave, especially if there was a supervisor or transfer involved. That issue has also been alleviated.”
Jim W.
Enterprise WFM Administrator
“Simple interface. Connects to the Cisco ACD so teams and agent data automatically cascade from ACD to Call Recording. Eliminates the need to manage two separate org charts in both systems. Huge time saver. Reporting is really good and it met all PCI compliance requirements.”
Adil G.
Enterprise System Specialist
“Calabrio is the only WFO vendor that combines speech, desktop and text analytics in one robust solution. Unlock the goldmine of intelligence buried in your contact center and transform every customer interaction into usable data and distill that data into key trends.”
FAQS
Explore our most asked questions
Looking for help? Get answers to some of the most frequently asked contact center analytics questions.
Call recording software, sometimes called a call recorder, is a technology that records phone call data. When used within contact centers, call recording software often features the ability to capture an agent’s screen during the call. Additionally, call recording software for contact centers, such as Calabrio, may feature interaction recording solutions to capture and extract value from customer interactions that take place on modern channels such as text messaging.
Call and interaction recording tools can play a crucial role in improving the quality of customer experience contact centers deliver. By having interaction data at their disposal, organizations can bolster their agent training and engagement, drive greater productivity, and identify opportunities to improve experiences.
Contact centers should look for these features as they evaluate call recording software solutions:
- Omnichannel Recording: Record interactions across all channels, including voice, chat, email, and social media, to get a complete picture of customer interactions.
- Screen Recording: Capture agent screen activity alongside call recordings to understand actions taken during interactions and identify training opportunities.
- Search and Playback: Easily find specific calls based on various criteria (e.g., agent, date, keyword) and quickly access recordings for review.
- Quality Management Integration: Integrate call recordings with quality management tools to streamline evaluation and coaching processes for agents.
- Storage and Security: Choose a solution with secure, scalable storage options to protect call recordings and customer data while meeting long-term retention requirements.
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