Interaction Recording

Built to capture it all,
every time

Securely record every customer interaction with advanced search, encryption, and flexible storage control.

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The world’s best brands trust NiCE to power 15B+ interactions a year

Record with confidence

Ensure complete, compliant coverage across every conversation and channel.

Record everything, everywhere

Secure, high-quality voice and screen recording across systems, channels, and locations—cloud or on-prem.

Simplify compliance and audits

Protect sensitive data with built-in redaction, secure access, and retention tools that meet global compliance needs.

Search and analyze with ease

Find what you need fast with advanced search, rich metadata, and playback tools that make insights instantly accessible.

Count on proven reliability

Built on a cloud-native architecture, Recording delivers resilience, availability, and peace of mind.

Intelligence that works

Turn complex data into simple next steps that move your business forward.

Record voice, screen, digital, and UCaaS interactions—including Teams, Zoom, ACDs, CRMs, and third-party tools.
Whether cloud, on-prem or hybrid, Recording delivers high-quality, always-on recordings—with no tech stack disruption.
Protect customer data with automated redaction, encrypted storage, and secure access controls—built right into the platform.
Find the right interaction in seconds. Advanced tagging, filtering, and metadata make search and playback fast, simple, and audit-friendly.
Go beyond storage—use recordings to support coaching, quality assurance, and deeper customer insights.

Omnichannel, unified, complete

From Teams meetings to CRM tickets, CXone Mpower Recording ensures
nothing falls through the cracks.

Success stories

See what global CX leaders are saying

Kaiser Permanente brightens the pharmacy experience for customers and staff

240 seconds

average handle time goal achieved

80%

answer rate within 30 seconds goal achieved

More on recording at scale

Explore insights and best practices for cloud migration and secure capture.

Ready to experience the power of one platform?

Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.

Watch the demo Contact Sales

Frequently Asked Questions

This enterprise-grade call recording solution captures voice, screen, and digital interactions across ACDs, CRMs, and UCaaS platforms like Microsoft Teams.

Yes. Recording supports true multi-ACD environments—ideal for gradual cloud transitions or hybrid operations.

Yes. UCaaS platforms like Teams are fully supported for compliance, coaching, and performance use cases.

Yes. Recording captures screen activity alongside voice and digital channels to provide full context for every interaction.

As a leading compliance recording solution, Recording supports GDPR, PCI, HIPAA, and more—offering encryption, redaction, audit trails, and granular access controls.

Yes. Filter and search across voice, screen, and digital recordings using customer ID, agent name, keywords, metadata, and more, all with the detailed traceability and voice logging necessary for oversight and performance.

Yes. Role-based access and detailed audit logs ensure the right people have the right access. Nothing more, nothing less.