Call Recording

Why Record Telephone Calls?

Call recording is a ‘must have’ application for any organization. It enables quick and confident dispute resolution, as well as the option to review calls for training and mentoring purposes. Our solution is an easy to use, secure voice recording platform for SIP, ISDN & Analogue communications. It has a range of features to make finding the right recording a simple process and integrates with other Xarios products to provide a seamless user experience.

Xarios call recorders provide specific support to Mitel’s MiVoice Office 250 and MiVoice Business communications platforms, integrating directly with Mitel’s API interfaces for enhanced data collection and call modelling.

Training & Quality Management

Listening to and reviewing customer telephone calls is an important process to ensure that customer experience targets are being met. The best customer interactions can then be used as a training tool for staff, to provide real world examples of what they should be doing. Xarios recorders track calls against users, making it easy to identify and target calls for staff reviews and then rate or score them.

Regulatory Compliance

For many organizations the recording of telephone calls is not just a business function but a requirement due to regulations they are obliged to conform to. An example of this is any financial services organization that must comply with FCA & MiFID II regulations. Our systems can help in compliance with these regulations as well as PCI-DSS & GDPR.

Specific features for opt-in recording and data deletion are available specifically in relation to GDPR compliance. For more information, please refer to our datasheet:

Dispute Resolution

Having records of key customer exchanges to review in the event of a dispute helps to resolve issues quickly and easily. Customer calls can be tracked by phone number or by reference/order number if they have been tagged to the call. All recordings are encrypted and digitally signed to prove they are authentic and haven’t been tampered with.

Protect Staff

Give your staff confidence and protect them by recording calls where abusive or threatening behavior have been used. Employees can use account codes to flag when callers have been abusive. This account code can then be used to keep a recording which otherwise would have been removed, making it easy for supervisors to identify calls which need to be reviewed and followed up on.

Features

Fully Segmented Calls

Each segment of a call is recorded separately as it passes to different users or destinations on the phone system. Segments can be played/saved individually and access restricted so users cannot play parts of calls they shouldn’t.

Call History Playback

Save users time and let them double check information by allowing them to playback their own calls directly from their UC call history.

Active Directory Integration

Link users to their extensions by syncing with Active Directory and streamline access to the recording system using Active Directory integrated login.

Rules Based Recording

Ignore sensitive calls and ensure only specific users’ calls are recorded using the comprehensive exclusion/inclusion list and rules-based recording.

Listen to Live Calls

Monitor user performance by listening to calls live, directly through the recorder’s website.

Web Service API

Tag calls with customer specific information such as reference or order numbers to make search and playback even easier. APIs can also be used to control recording and event request playback links to add to in-house systems.

Call us now on (+44) 161 786 4350 or (+1) 888 927 4671

Associated Applications

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