Recording is controllable rather than all-or-nothing: recording can be started and stopped on a call, and recordings can be listed, streamed, downloaded or deleted afterwards. A single recording can also be exposed through a shareable stream, which is what you need when a dispute requires giving one specific call to someone outside the system.
No hardware
Browser-based agents
API included
Record calls, retrieve them through the dashboard or API, stream them in the browser, and share a specific recording by link.
Start and stop within a call
Recording is an operation on the call, so sensitive segments can be handled deliberately rather than by recording everything.
Retrieve by call or in bulk
Recordings can be listed for the account or fetched for one specific call, via dashboard or API.
Stream without downloading
Play a recording in the browser for review instead of downloading files onto a reviewer's laptop.
Share one recording by link
A public stream endpoint exists for the case where a single call has to go to a customer, insurer or regulator.
End to end, in the order it actually happens.
Recording starts on a call, automatically or on request.
The call proceeds; recording can be stopped mid-call if needed.
When the call ends the recording is stored and linked to the call record.
Reviewers stream it in the dashboard, or fetch it by API.
Individual recordings can be shared or deleted as required.
Worth knowing before you build a process around it.
Dispute resolution
Quality assurance
Agent coaching
Compliance evidence
Live Call Monitoring
Join a live call as a supervisor to listen in, for coaching, quality assurance and dispute handling.
Learn moreCall Analytics & Records
Call detail records for every leg, with per-flow statistics and exportable campaign results.
Learn moreDo Not Call List Management
Maintain a do-not-call list on the platform so suppressed numbers are managed as data rather than as a spreadsheet nobody checks.
Learn moreRecording is controllable rather than all-or-nothing: recording can be started and stopped on a call, and recordings can be listed, streamed, downloaded or deleted afterwards. A single recording can also be exposed through a shareable stream, which is what you need when a dispute requires giving one specific call to someone outside the system.
1. Recording starts on a call, automatically or on request. 2. The call proceeds; recording can be stopped mid-call if needed. 3. When the call ends the recording is stored and linked to the call record. 4. Reviewers stream it in the dashboard, or fetch it by API. 5. Individual recordings can be shared or deleted as required.
Recording notice and consent obligations are yours to meet and vary by jurisdiction. The platform records; it does not decide whether you are permitted to. Retention duration, storage location and encryption posture are deployment questions - confirm them for your account rather than assuming a default. Do not assume a stated retention window. Automatic transcription and sentiment scoring are separate capabilities and should not be assumed to come with recording.
Financial Services, Insurance, Healthcare, Legal. Typical uses are dispute resolution, quality assurance, agent coaching, compliance evidence.
A cloud contact center is a customer service platform hosted in the cloud that allows businesses to manage customer interactions across multiple channels (phone, email, chat, social media) without on-premise hardware. It provides features like automatic call distribution (ACD), IVR, call recording, and analytics.
CCaaS (Contact Center as a Service) is cloud-based, requiring no hardware investment, offering pay-per-use pricing, automatic updates, and easy scalability. Traditional call centers require significant upfront investment in hardware, ongoing maintenance, and are harder to scale.
Self-serve platform. No hardware, no long procurement cycle.