Call Recording
The automatic or on-demand capture of phone conversations for quality assurance, training, and compliance purposes.
Call recording captures the audio of telephone conversations and stores them as digital files for later playback. Businesses use recordings to train new agents, resolve disputes, maintain regulatory compliance (HIPAA, PCI-DSS, FINRA), and perform quality-assurance reviews.
Recording can be configured in several modes: always-on (every call recorded automatically), on-demand (agents start/stop recording with a keypad shortcut), or announcement-based (a prompt notifies callers before recording begins, as required by two-party consent laws in states like California and Florida).
Zonitel stores recordings securely in the cloud with role-based access control — supervisors can search by date, agent, phone number, or duration. Recordings are retained according to your configured policy and can be downloaded, shared, or integrated with CRM systems. AI-powered transcription and sentiment analysis can be layered on top for deeper insights.