Call Recording
Short definition
Call recording is a telephony feature that stores audio from calls for quality assurance, training and resolving service disputes.
Meaning and how it works
The platform captures audio under a configured policy, links the file with the call record and allows authorised staff to access it.
Business applications
- Business scenario:
A support supervisor reviews a complaint to understand what was said and improve team guidance.
What to check before implementation
Follow applicable consent and notice requirements. Define retention periods, access permissions and secure deletion procedures.