Call Recording Software for Contact Centers
Securely capture every contact center call automatically with AI-powered recording you can trust.
See how Calabrio ONE captures every voice interaction
Explore how Calabrio ONE transforms interactions into actionable insights, with reliable recording as its foundation.
Reliable Call Center Recording Solutions
Securely and reliably capture 100% of calls to improve customer experience while addressing critical data security requirements. Provide a seamless user experience and give contact center leaders, and compliance teams, the visibility and audit trail they need.
Capture Every Call in Real Time
Never let valuable customer experience signals or revenue opportunities slip through. Calabrio ONE captures the full picture of every contact center call as it happens, including inbound, outbound, transferred, and conferenced calls, so customer sentiment and brand interactions become available for analysis, coaching, and compliance review in real time rather than after the fact.
Sync Agent Activity with Screen Recording
Capture 100% of contact center calls automatically alongside synchronized agent screen recording. The result: complete visibility into every customer conversation and the agent action behind it, the audit trail compliance teams require, and a recording archive that feeds quality, coaching, and analytics workflows across Calabrio ONE.
Store All Calls Securely
Recorded calls are stored with the security standards modern contact centers require, including encryption at rest and in transit, role-based access controls, and configurable retention policies that meet industry and regional regulatory requirements. Compliance teams get the audit trail; operations teams get reliable archival access without managing the underlying infrastructure.
Eliminate Technical Issues and Minimize Downtime
Get a holistic view of calls you can trust with technology you can depend on. Intelligent system monitoring oversees the recording infrastructure continuously, with automatic alerts that anticipate issues before they affect capture quality or availability. The result: recording reliability you don’t have to think about, and downtime measured in minutes rather than hours when issues do arise.
Call Recording features
Capture every contact center call comprehensively: inbound and outbound, transferred and conferenced, including hold time, agent screen activity where configured, and the full audio of each interaction. Selective recording rules let you exclude or pause capture for specific call types (PCI-DSS-sensitive payment moments, for example), with full audit trail of the rules in effect.
- 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.
Find the right call in seconds rather than hours. AI-powered search across the recording archive surfaces calls by topic, sentiment, intent, customer attributes, or compliance event, without requiring manual review of large call volumes. Quality teams, compliance officers, and operations leaders all gain back the time previously consumed by call-locating work.
- Easy evaluations, with access to embedded analytics, screen recording, transcription, metadata, and evaluation forms.
- 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.
Recording storage built for the regulatory and security demands of regulated industries: financial services, healthcare, insurance, public sector. Encryption, access controls, configurable retention policies, audit logging, and the geographic data residency options modern compliance requires.
- 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.
Configurable reporting that surfaces what your contact center actually needs to know: capture coverage, retention compliance, search and access activity, and the operational metrics that quality and compliance teams report against. Reports schedule automatically, export to the formats your downstream systems consume, and connect with broader analytics for cross-functional intelligence.
From call recording to engagement data
Call recording captures the voice interactions in your contact center. The broader Verint engagement data layer extends the picture across digital channels (chat, email, social, messaging), adds deeper analytics on top of the captured data, links interactions to customer profiles, and applies cross-channel retention and compliance policies at scale. Recording feeds engagement data management; engagement data management is what turns the call archive into strategic customer intelligence.
Learn more about how Verint manages the broader engagement data layer that sits across voice and digital channels: Verint Engagement Data Management.
Featured resources
Frequently asked 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.
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.
Calabrio ONE captures inbound, outbound, transferred, and conferenced calls across your contact center, including hold-time audio and (where configured) agent screen activity during the call. Selective recording rules let you exclude or pause capture for specific call types or sensitive moments. Multi-channel capture (chat, email, social, messaging) sits within Verint Engagement Data Management.
Call recording specifically captures voice conversations between agents and customers. Interaction recording is the broader category covering voice plus chat, email, social, video, and digital messaging. Modern contact centers running customer journeys across multiple channels typically deploy both layers together.
Storage duration is configurable per Calabrio ONE deployment, set to match the regulatory requirements your industry and geography operate under. Financial services, healthcare, public sector, and other regulated industries typically require multi-year retention with audit trail support. Calabrio ONE’s retention policies and storage architecture accommodate the full range of regulatory requirements, including frameworks like MiFID II, HIPAA, and PCI-DSS.
Contact us today about Call Recording Software for Contact Centers
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