Call recording & monitoring
Call Recording & Call Monitoring Software — QA, Coaching, and Consistency
Record calls for quality assurance, training, and documentation. Monitor performance with reporting, and optionally add transcription and AI summaries when you want faster review — with usage-based pricing and no per-seat fees.
- QA & coaching
- Optional transcription + AI
- No seat fees
Why call recording and monitoring matters
- •QA and coaching: spot issues and improve scripts faster.
- •Consistency: make customer experience less dependent on one “star agent.”
- •Dispute resolution: reduce “he said/she said” situations.
- •Process improvement: find patterns in what customers ask and where calls get stuck.
The goal isn’t to “spy” — it’s to create a fast feedback loop and protect your team.
What you can do with recordings (practical uses)
Recording is most valuable when it’s paired with a simple workflow for review and improvement.
QA sampling
Record all calls or only specific queues/agents, then review a sample each week for quality.
Coaching & training
Use real calls to onboard new agents and improve handling of common scenarios.
Documentation
Keep a clear record of what was promised, what was agreed, and what happened.
Faster review with optional transcription and AI summaries
Recording alone works. Transcription and AI make review faster — especially when you’re sampling many calls.
Transcription (optional)
Convert audio into searchable text so you can find specific moments and topics quickly.
AI summaries & evaluation (optional)
Generate short call summaries and quality signals to speed up QA and coaching.
You can enable these features only for selected queues or agents — so costs stay aligned with value.
Who uses call recording and monitoring
Support teams
Improve consistency, coach faster, and reduce escalations.
Support call center software →Sales teams
Improve messaging consistency, identify objections, and train reps faster.
Sales call center software →Recording & monitoring questions
Do I have to record every call?
No. Many teams record all calls at first, then move to sampling or recording only certain queues/agents.
Is call monitoring the same as “live listening”?
“Monitoring” often includes recordings and performance reporting. Live listening depends on the implementation and compliance rules.
Can I add transcription and AI later?
Yes. Many teams start with recording and add transcription/AI when they want faster review.
Improve call quality without adding overhead
Record calls for QA and coaching, and add transcription/AI only when it’s worth it.