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
Seats from Rs 1,500/agent/month
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
Call review
Agent coaching
Record keeping
Live Call Monitoring: Listen, Whisper, Barge
Supervisors join a live queue call in one of three modes: listen silently, whisper to the agent only, or barge in so both sides hear them.
Learn moreAI Call Insights
After a call, get a transcript, a short AI summary, key points, the caller's sentiment and a suggested disposition, built from the call recording.
Learn moreCall Analytics & Records
A real-time supervisor dashboard, agent and queue performance reports with service level, call detail records for every leg, and exportable campaign results.
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. Recordings are kept in encrypted cloud storage and played through signed links. Retention duration is not a published default, so confirm it for your account. Transcripts, summaries and sentiment come from AI call insights, which run on contact centre call recordings. Recording on its own is audio only.
Financial Services, Insurance, Healthcare, Legal. Typical uses are dispute resolution, call review, agent coaching, record keeping.
A cloud contact center is call center software that runs in the cloud instead of on office hardware. Agents take and make calls from a browser, calls are distributed through queues (ACD), and supervisors watch live status and recordings online. Edesy's contact center is voice-focused and priced per agent per month.
CCaaS (contact center as a service) needs no PBX, desk phones or servers. You pay per agent seat each month plus call minutes, add or remove agents as needed, and agents can work from anywhere with a browser and a headset.
Seats are provisioned with Edesy. Seats from Rs 1,500 per agent per month, calls at Rs 0.50/min, prices excluding GST.