Call Recording Software Advancements and Proven Best Practices

Authored by Patrick Botz, Vice President of Solutions Marketing, VPI

Call recording software plays a key role in many industries. It is a mandatory requirement in the majority of public safety organizations and within various industries, such as financial services and healthcare. With so much valuable information in vast number of customer interactions, the overwhelming majority of many organizations are now recording all their calls. Call recording software helps many organizations optimize the customer experience, improve agent call quality, and minimize risk by providing receipts of oral commitments for dispute resolution, preventing privacy leaks and highlighting questionable employee conduct.

Analytics-Enhanced Solutions

Full-time call recording software with rules-based records retention, combined with the use of integrated desktop screen analytics, is in high demand by organizations to comply with increasingly complex privacy compliance regulations, including PCI-DSS (Payment Card Industry – Data Security Standard). These new, analytics-enhanced call recording software technologies are helping organizations of all sizes identify sensitive information that should be protected from access or replay by unauthorized users, such as consumers’ credit card numbers, Social Security numbers, addresses, phone numbers, references, family members, etc. Analytics-enhanced call recording software technologies are also helping with the identification of certain types of interactions that matter most with regard to business goals and economic circumstances.


The Benefits of Audio and Desktop Screen Recording

Many organizations are now adopting high-volume desktop screen recording software. Using call recording software to review screens in conjunction with the corresponding call audio can expose and improve application navigation and workflow processes to reduce call and post-call handling time. Screen recording software is also a very valuable tool for evaluating the quality and efficiency of Web chat interactions. It enables managers to see how front-line employees are handling multiple chat sessions simultaneously on one or multiple desktop monitors. Call recording software is also being used to optimize the use of email and Web chat. Training managers are using the multimedia screen and voice recordings as best practice training clips, and to monitor the quality of email responses and Web chat sessions.


A Secure Solution

Full-time call recording software is essential for helping organizations manage compliance and liability issues. However, it’s imperative to implement a system that will guard data from unauthorized access with granular user and data security rules and end-to-end AES 256 encryption with key management. A comprehensive audit trail log should record all user activity within the system so that organizations can conduct full trace audits to determine who accessed any recording in the system and when – for playback, export, or any other critical events.


To learn more about the latest advancements in call recording software, visit:


About the Author

Patrick Botz serves as Corporate Vice President of Solutions Marketing for VPI (Voice Print International), the leading provider of call recording software, contact center quality management and performance optimization solutions. Leveraging more than a decade of field experience as a CRM and contact center practitioner, he focuses on the mission-critical aspects of capturing customer intelligence and optimizing business processes and workforce performance. Patrick’s work has been published in Customer Inter@ction Solutions, Business Management, Contact Professional, Call Center Magazine, Connections Magazine and Contact Center World. Patrick holds an MBA from Pepperdine University and a BSE in Engineering from Arizona State University.

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