Call Center Recording
Evaluate agent performance, improve customer service, access critical business information, and meet regulatory compliance requirements—all of these are possible with AI-focused call center recording.
Call center recording is a must for any on-premise or cloud-based contact center. Over the years, this feature has proven useful in many aspects of business—from gauging how agents perform to identifying customer-impacting issues. You’d be surprised how valuable automatically recorded calls are in the long run.
If you have yet a call recording solution for your company, why not try RingCentral’s AI-powered contact center solutions? Our next-generation platform has the recording capabilities to automatically save and store agent-customer interaction audio files for future use. We offer an AI-first approach that can help both customers and businesses before, during, and after interactions.
What is call center recording?
The call recording feature allows contact centers to capture and monitor inbound and outbound calls. This can include not only audio content, but also the screen activity of agents.
Businesses save audio recordings of voice and digital interactions for various reasons: as part of compliance requirements, for quality assurance purposes, to study agent performance, and more.
How does call center recording work?
There are many types of call recording systems, and each one can be leveraged according to your specific business needs. Let’s look at two of the most common platforms:
Private Branch Exchange (PBX) is a traditional phone system that allows employees to make internal or external calls over a company network. Traditional PBX is set up with cable routing of physical phone lines inside business premises. These days, virtual PBX, a cloud-based system that operates with Voice over Internet Protocol (VoIP), is becoming the norm.
Either way, telephone conversations can be recorded via any device connected to the PBX, and the files can be stored on on-premise drives or cloud servers.
This is a special kind of software that is designed with the needs of contact centers in mind, including large customer call volumes and presence in multiple voice and digital channels. Most solutions, like RingCentral, offer an innovative real-time dashboard filled with a comprehensive set of tools that allow all customer-agent interactions to be handled within a single, convenient place.
This means calls can be made, recorded, and stored without switching from one app to another, making the process easier and faster for agents.
RingCentral call center recording software
Security is not an issue because RingCentral Contact Center has compliance certifications from HIPAA and GDPR. We are also a PCI-certified merchant and maintain customer credit card information in a secure environment.
With options for on-demand and automatic call recording, we provide businesses with complete control of their call recording software. Call center managers get to choose how much or how little outbound or inbound calls are captured.
AI-enabled voice and speech analytics make it possible to get real-time transcripts of phone calls, emails, SMS, live chats, and other interactions. Supervisors can use these for quality management and assurance processes.
Set up screen recording for digital channels and configure the percentage of chat/email interactions to record. Capturing agent screen activity can last up to 10 minutes after interactions to include wrap-up tasks.
Intelligent IVR and automatic call distribution (ACD) integrations are useful for workforce optimization efforts, such as call monitoring, automatic callback, voicemail option for callers, and more.
Define recording policies and manage which customer interactions you want to automatically record. This can be refined according to channel type, priority, and filters (phone numbers, ACD skills, direction, etc.).
The importance of call recording in a contact center
Gaining a glimpse of customer experiences during calls can help in highlighting best practices that drive up customer satisfaction rates. This is not only limited to customer support, but also applies to product and service specifications. Complaints or compliments about your company are effective tools that can be used to pinpoint what makes customers keep coming back to your business and what drives them away.
Reviewing audio files of recorded calls provides management with an in-depth view of the strengths and weaknesses of agent performances. Call recording allows you to directly see and hear how interactions are done and from there, determine which aspects to retain, avoid, or improve. AI insights and analytics from these recordings can also be used to create better automated responses for inbound and outbound calls.
Call recording can also be used for contact center training purposes. New members can spend a session or two listening to call playbacks to learn how the current team handles different kinds of customers. By leveraging AI-generated transcripts and post-call summaries of recorded conversations during training, you are creating a new batch of better-prepared contact center, sales, or help desk agents that can listen, pick up verbal cues, and provide appropriate responses and action.
Disputes are unavoidable, but measures can be taken to ensure they are resolved quickly and properly. One way to do so is to utilize a call recording system that keeps an accurate record of live calls between your staff and customers. This allows you to monitor all communications, search and filter through numerous audio archives, share files with internal and external parties when necessary, and use data to come to a resolution.
Switch to the best call center solution with AI capabilities
People expect only the best quality customer service, and companies need to constantly seek ways to create smarter customer experiences to continuously meet and exceed expectations. RingCentral can help with that. Our all-inclusive, future-proof, and cost-effective platform has all the AI-first functionality you would look for in a cloud communications solution: rich omnichannel routing, automation, third-party apps and CRM integrations, call recording, workforce engagement management, and more.
Contact our team today for more information about our products and pricing. Offering an easy-to-deploy interface, RingCentral can get your systems up and running in days, not weeks!
Ready to put RingCentral through its paces? Discover how an all-in-one, AI-powered contact center software can steer your business toward success while making sure your agents and customers are happy.