What is Call Recording?

Call recording is the process of capturing audio and screen activity associated with phone calls. With call recording, the conversation between a customer and an agent is recorded so that it can be stored, retrieved and evaluated, according to business needs. Additionally, when coupled with screen recording, call recording software can capture the sequence of screens the agent accessed, including any data they entered. This allows a scenario in which call reviewers can listen to a call while watching a synchronized "video" of what the agent was doing in the system, to more effectively coach agents on processes and optimize agent efficiency.

Call recording is a critical component of a contact center's quality management program, and may also be required for compliance purposes.

When used for quality management, call recordings can be reviewed and evaluated by supervisors or quality analysts to determine if agents are following call flows, building rapport, offering cross-sell products, controlling the call, providing accurate information, etc. Then the call recording can be shared with agents during coaching sessions and the quality score added to their performance scorecards. In addition to agent evaluations, call recordings can be reviewed to assess the rollout of new promotions, identify call drivers and experience trends, determine refresher training topics, and more. Because call recordings contain a direct objective record of the customer experience, they are a rich source of information that can be used to improve operations and enhance the level of service delivered.

Regarding compliance, all contact centers that use call recording need to comply with federal and state laws regarding customer notification and consent, as well as regulations related to retention. Then, depending on the industry or what data is being collected, there may be additional requirements that the contact center needs to comply with. For example, contact centers that collect credit card information need to be compliant with PCI standards. This means, for example, that contact centers can't record credit card security codes.

Best-in-class call recording software has capabilities that empower the ability to adhere to compliance requirements already baked into the functionality. When choosing call recording software, contact centers should look for a solution that supports both their quality management and their compliance needs.

How NICE can help

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact center operations.

CXone includes NICE CXone Recording Pro, which provides secure, full-featured voice and screen recording for audio and digital channels to satisfy contact center compliance and quality needs. Adhere to compliance regulations with capabilities to meet GDPR, PCI and HIPPA standards, including encryption, automated and on-demand masking, consent-based recording, extensive retention options, and Key Management. Store per business-specific needs with flexible lifecycle management, including AWS active and long-term storage options, ability to “bring your own” AWS storage, and ability to extract from CXone storage for external use. Contact center leaders can also easily search, retrieve, and monitor recordings via intuitive, unified search interface.