"Call recording" refers to the capturing of telephone calls for documentation and monitoring purposes.
Typical functions of software in the "call recording" area may include:
Automatic recording: Automatically recording all incoming and outgoing calls or selective recording based on predefined criteria.
Manual recording: Ability for users to manually record calls when necessary, such as for training purposes or quality assurance.
Time-based recording: Scheduling the recording of calls at specific times or during certain events.
Storage and archiving: Storing recorded calls in a secure archive with search and retrieval functions for later reference or analysis.
Marking and annotation: Ability to tag recorded calls with markers or annotations to highlight important sections or add context.
Data privacy and compliance: Compliance with data protection regulations and legal requirements for the recording of telephone conversations, including the ability to anonymize or delete sensitive data.
Integration with other systems: Integration of call recording software with CRM systems, help desk software, and other enterprise applications for seamless data transfer and archiving.
Access control and permission management: Managing user permissions for viewing, playback, or sharing of recorded calls to ensure security and confidentiality.