For your business to thrive in today’s competitive landscape, it needs to deliver excellent customer service. More than anything else, “experience” is what convinces your clients to keep coming back for more interactions with your brand, and the companies that deliver the most meaningful interactions to their customers are the ones that benefit from not only repeat clients but also dedicated brand ambassadors that help their business grow.
The question is; how do you continuously optimise your customer experience (CX) strategy? While there are many ways for a business to enhance its approach to CX, one of the easiest options is to learn from previous discussions between agents and consumers.
For that, you’ll need call recording software.
What is call recording software?
Call recording software is a type of software that allows users to record incoming and outgoing phone calls. It can be used for a variety of purposes, such as training employees, documenting customer interactions, or providing evidence in legal proceedings. You can also use it to analyse trends in conversations and figure out what you need to do to delight every caller.
Call recording software typically works by intercepting phone calls and recording them as audio files. These audio files can then be stored on a computer or cloud storage service for later playback.
Key Features of Call Recording Software
As well as making recordings of calls, some call recording software providers also offer additional features to help users make the most out of every recording.
Some of the most common features include:
- Automatic recording - Many recording software programs automatically record all incoming and outgoing calls. This can be a helpful feature for businesses that need to record all of their customer interactions.
- Transcription - Some recording software programs offer transcription services. This can be a helpful feature for businesses that need to create transcripts of recorded calls.
- Keyword search - Some also allow users to search recorded calls for specific keywords. This can be a helpful feature for businesses that need to find specific information in recorded calls.
- Automatic deletion of old recordings - Many providers automatically delete old recordings after a certain period of time. This can be a helpful feature for businesses that need to manage their storage space.
Types of call recording software
While the specific features of call recording software may be different depending on the provider you choose, they can generally be divided into two different types:
- VoIP-based call recording software: VoIP-based call recording software records calls that are made over the internet, using VoIP technology. This type of software is typically used by businesses that have a VoIP phone system.
- Local call recording software: Local call recording software records calls that are made over traditional landline phone lines. This type of software is typically used by businesses that still have a landline phone system.
Each type of recording software has its own advantages and disadvantages. For instance, VoIP-based solutions is typically easier to set up and use their local counterparts However, local solutions tends to be more reliable and provide clearer recordings.
Here is a table comparing the two types of call recording software:
How to choose call recording software for your business
When choosing a call recording software, it’s important to consider the specific needs of your business. If you have a VoIP phone system, then VoIP-based call recording software will be best for you. But if you have a landline phone system, you’ll need local call recording software
Once you’ve chosen which type of call recording software best fits your needs, you then need to look into each software provider individually.
Things to consider when choosing call recording software include:
- Features. Whether it’s automatic recording, transcription, or keyword search, consider the features that are most important to you and choose a software package that includes those features.
- Price. Understand your budget. Call recording software can range in price from free to hundreds of dollars per month. Choose a software that fits your budget and needs. Make sure that the call recording software is compatible with your operating system and hardware too.
- Customer Support. Customer Support teams can help you get the software up and running quickly and efficiently, and help you troubleshoot any problems you may come across down the line.
If you still can’t decide, read reviews of different call-recording software programs to see what other users have said about them. Many providers also offer a free trial, so make sure you try the software before you buy it.
Top call recording software
There are thousands of different call recording software solutions on the market, each with its own set of features, price points and limitations. Choosing the best call recording software for your business is crucial to leveraging the power of this invaluable tool for improving customer service.
Here are our picks for the top 10 call recording software solutions for 2023, based on their popularity, range of features, and user reviews.
Talkdesk Call Recording
Talkdesk is one of the world’s leading cloud-based contact centre software solutions. Designed to help companies reduce costs while improving customer satisfaction, Talkdesk uses IVR and other tools to empower modern agents. You can also use it to tap into features like automatic call distribution and skill-based routine. Call recording is included as part of the complete Talkdesk experience, and it can combine with features like reporting for in-depth insights into your conversations. Additionally, you can set up your Talkdesk system to automatically send you an email containing call data, voicemail recordings, and transcriptions from your conversations too. The system integrates with programs like Desk.com, Shopify, and Salesforce.
Twilio Flex
Twilio Flex provides call recording and a wide selection of other features as part of a comprehensive programmable contact centre platform. This cloud-based offering gives organisations the freedom to control their entire contact centre experience. You can use Twilio Flex to deploy a complete omnichannel contact centre solution, or just access features like call recording and intelligent routing according to your individual needs. Modular features include call waiting, outbound dialling, cold and warm transfer, machine detection, desktop analytics, and much more. There are even reporting solutions built-in for your call recording technology.
Aircall
Aircall is another company in the contact centre environment that offers call recording as part of its Contact-Centre-as-a-Service (CCaaS) solution. If you access Aircall’s CCaaS offering, you can activate or deactivate call recording on any of your lines. Additionally, you’ll also be able to tap into other exciting features from the Aircall cloud-based system. Aircall comes with access to a shared call inbox, call recording, queuing, voicemail, contact management, tagging and commenting on tasks, and more. Aircall also integrates with a host of third-party applications, such as Pipedrive, Zendesk, Slack, and Salesforce.
NICE inContact
Cloud call recording features are available as part of the comprehensive NICE inContact contact centre solution. Available as part of a modular range of tools for your contact centre or in a comprehensive package, call recording from NICE inContact gives you everything you need to track, record, and analyse customer conversations. As part of the extensive NICE inContact service, you can also access features like predictive dialler tools, call blending, call suppression, and more. There are also various integration options available with large applications like Oracle Service Cloud and Salesforce. Customer support and service tracking systems are also available as part of the suite.
Versadial
Versadial is a call recording solution that helps companies to gain a better understanding of their target audience. The system is compatible with a range of calling systems, including SIP trunks, VoIP, T1, and analogue conversations. As well as call recording, the software also comes with insights into a range of other business intelligence solutions. Within Versadial, you can check live performance dashboards to see how your agents are performing at any given moment. There’s also the option to access coaching tools, screen capture features, workflow optimisation, and even reporting features. This solution is available on an annual subscription basis.
Calabrio Call Recording
Calabrio call recording is a state-of-the-art call recording software solution ideal for capturing conversations with customers. Key features of the service include everything from call sharing and file transfer, to automated notifications and reporting. You can also access screen recording if you need to keep track of instant messaging conversations too. Created for a wide range of contact centre environments, Calabrio is helpful when you need to manage calls, upgrade conversations, and offer agent training. There’s also the option to encrypt the files that you share with your colleagues for better customer and data protection too.
8x8 Call Recording
8x8 is a leading cloud-based contact centre software provider. The company offers call recording as part of the 8x8 Virtual Office, where companies can build the all-in-one phone system they need with features like flexible mix-and-match audio and video conferencing, auto attendants, and more. Using the call recording feature along with some of 8x8's other solutions, businesses can create a unique way to transform their relationships with clients and customers. The 8x8 solution enables agents to share contact numbers with customers to resolve tickets. Agents also have access to a computer telephony interface, logging, and interactive voice response (IVR) features too.
RingCentral Automatic Call Recording
RingCentral is one of the leading contact centre software providers on the market today. Known for the state-of-the-art Engage contact centre solution, RingCentral helps businesses of all sizes streamline and automate their communication strategies. When you work with RingCentral on your call recording solution, you can either access a complete contact centre system or just basic features, like automatic call recording. With the RingCentral automatic call recording feature, you can easily record calls from any device within your RingCentral stack. You’ll also be able to download and forward recorded conversations, ideal for compliance and training purposes.
Oreka Audio Capture
Oreka’s audio capture software is a dedicated call recording system built on an open-source platform. Based on the cloud, this technology helps contact centres provide more memorable experiences to customers with features like live monitoring, speech analytics, and more. Oreka offers a comprehensive range of audio recording services, from Oreka TR, the total recording experience, to CR for cloud recording, and MR for mobile recording. You can also combine your recording features with tools for quality management and screen capturing too. This means that it’s easier to analyse a broader range of conversations. Oreka also integrates with a variety of third-party applications, including tools from BroadSoft, Ribbon, Avaya, Cisco, and Siemens.
Tri-Line
Tri-Line is one of the leading providers of call recording solutions for companies around the world. This company logs and records billions of calls every day from more than 250 types of phone systems around the world. With Tri-Line, companies can access a full log of company call metrics, complete with graphical web reports and other in-depth details. You can also use your information to create live display boards and call statistics. Tri-Line allows customers to record, score, and annotate VoIP and ISDN calls in a secure and reliable environment. It’s also a highly scalable service too, which adapts according to the needs of its clients.
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