What is Call Recording?

By Hal Werner

Call recording generally refers to a communication software that allows a business to record and access calls in a formal, centralized way. Call recording applications vary widely in their functionality, with some offering very basic functionality and others that incorporate features like advanced search and recall functions, transcription, archiving, tagging, security, sharing, auditing and more.

Call recording technology is most often used in call centers (everything from large, complex contact centers to small, informal contact centers). Recorded calls can be used for the quality control and training purposes in settings like sales and support call centers. They are frequently also used in businesses with strict requirements for reporting, auditing and recall, like law offices, healthcare businesses, and other organizations where sensitive information is involved.

Learn more about Mitel’s Call Recording software