Voice Logger System

In today's business landscape, Quality of Service (QoS) and customer experience define your brand. For quality monitoring, training and regulatory compliances, voice recording system for call center is an essential requirement in any call center software. Capturing and analyzing customer interactions is crucial for enhancing customer service, ensuring compliance, and gaining valuable insights.

With its inbuilt recording solution for call centers InterDialog UCCS enables organizations to adhere to all compliances and also has an option for screen recording. With centralized repository of all voice logs created with the call center voice logger system, it’s easy to maintain and retrieve all voice files and have a central control in case of multiple branches set up.

Record, Preserve, Transform all Customer Interactions into Actionable Insights and Augment your Call Center Capabilities More Effectively

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What is Voice Logger Software?

It’s a software tool to connect phone networks and log all voice communications. It facilitates call centers to record all inbound and outbound business calls and store the voice files in system. These recordings can be used for agent’s performance evaluation and dispute resolution. Any organization that relies on voice communication can benefit from using a call logger.

Key Features of Call Recording Software

  • Supports SIP, Analog, ISDN PRI for Voice: Supports multiple voice communication protocols and interfaces, including SIP, Analog, and ISDN PRI. This allows businesses to record and store voice interactions from various sources such as VoIP systems, analog phone lines, and ISDN PRI connections.
  • Automatic Call Recording: Automatically records all inbound and outbound calls, ensuring that no important interactions are missed. Every conversation is securely captured and stored for future reference and analysis.
  • Supports Screen Recording: Capture and record not only the audio of voice interactions but also the visual content displayed on agent computer screens. Have a comprehensive record of the entire interaction, including any on-screen actions, application usage, or data entry with a screen recording software.
  • Encryption: Inbuilt tool to protect voice record data by transforming it into an unreadable format using cryptographic algorithms. Encrypted data is securely stored and can be accessed only by authorized personnel with the appropriate decryption keys.
  • Event Driven Recording: Selectively capture and store voice data based on predefined events or triggers. Record all calls or selectively record based on predefined criteria such as agent ID, customer type, or call duration. Focus on capturing relevant portions of conversations, save storage space to facilitate efficient retrieval.
  • Trunk Side Recording: Call recording software captures voice communications directly from the telephony network's trunk lines. It provides comprehensive, centralized and continuous recording of all phone calls passing through the trunks.
  • Rule Based Recording and Email: Enables organizations to automatically record specific voice interactions based on predefined criteria, optimizing storage space and focusing on relevant conversations. Email integration allows for easy and secure sharing of recorded voice files via email, facilitating collaboration, analysis, and compliance needs.
  • Tagging for Quality Monitoring: Allows users to assign labels or tags to recorded voice interactions. Tags are used to categorize calls based on specific criteria such as call quality, agent performance, or customer satisfaction. Enables easier evaluation, analysis, and reporting of recorded calls, facilitating performance tracking, training, and coaching efforts.
  • File Compression in WAV and MP3 Formats: File compression in WAV and MP3 formats reduces the size of recorded audio files without significant loss of audio quality. It allows for efficient storage and transmission of voice data to strike a balance between file size reduction and audio quality. Compressed files can be easily played back and are compatible with various devices and software applications.
  • Minimizing Your Risk: Strong data security measures, ensure compliance with regulations, maintaining system reliability, help protect data, mitigate potential disruptions, and safeguard your organization's reputation.

Monitor Calls Easily with Teckinfo's Call Logger Solution

Centralized Repository for All Recordings

A centralized repository for all recordings provides a single, secure and organized location to store and manage all recorded voice interactions. It simplifies management, ensures data security and allows for scalability and integration with other systems.

Audit Logs

Audit logs provide a detailed record of system activities and user actions. Audit logs capture and document various events to enable traceability of actions, aid in investigations, meet regulatory requirements, and provide insights for system improvement.

Analytics and Insights

Analytics tools allow you to gain valuable insights from your recorded calls. You can analyze trends, customer behavior, agent performance and identify areas for improvement, helping you make data-driven decisions.

Compliance and Quality Assurance

Validates compliance with legal requirements, such as regulatory compliance (e.g., PCI DSS, HIPAA), dispute resolution, or internal quality assurance processes.

Integration and Compatibility

Can be integrated with your existing systems and is compatible with a wide range of communication platforms, ensures minimal disruption of your existing operations.

Scalability and Flexibility

Our call logger is scalable to accommodate your growing needs. Whether you have a small contact center or a large enterprise, our solution can handle the recording requirements of your organization, ensuring flexibility and adaptability.

Advanced Call Retrieval System

Inbuilt advanced retrieval provides efficient and user-friendly methods for searching, retrieving and accessing recorded calls. Call recorder offers powerful search capabilities, intuitive interfaces, and data filtering options to quickly locate specific calls. Overall, it simplifies the process of finding and retrieving voice files.

Schedule a demo now to learn more about how our voice logger solution can benefit your organization.

Advantages of using Voice Recording Software

Compliance and Legal Protection

Our voice recording software helps you meet regulatory & compliance requirements. By recording and securely storing calls, you can demonstrate adherence to industry regulations (e.g., PCI DSS, HIPAA) and protect your organization in case of disputes or legal issues.

Improved Customer Service

Automatic recording of customer interactions, you can identify areas for improvement in your customer service processes. Gain valuable insights into customer preferences, expectations, and pain points, allowing you to enhance the overall customer experience and build stronger customer relationships.

Quality Assurance and Training

Recorded calls serve as valuable training resources for your agents. Supervisors can review and evaluate calls to identify areas where agents can improve. This enables targeted training and coaching, leading to improved agent performance and consistent service quality.

Dispute Resolution

In the event of customer disputes or misunderstandings, voice logger provides an accurate and reliable record of the conversation. You can easily retrieve and review the recordings to resolve conflicts, clarify doubts, and ensure fair and accurate resolutions.

Performance Evaluation and Feedback

Supervisors can use the recorded calls to evaluate agent performance. By reviewing actual customer interactions, supervisors can recognize top performers, and provide feedback for improvement, leading to a more effective and motivated agent workforce.

Operational Insights

Our recording software provides analytics tools that enable you to gain valuable insights from your recorded calls. Analyze trends, customer behavior, agent performance, and call patterns to identify operational inefficiencies, optimize workflows, and make decisions based on call logs.

Training Material Creation

Call logger can be used to create training materials, such as call examples or best practice scenarios. These materials can be shared with agents to illustrate exemplary customer interactions and provide real-life examples for training purposes, leading to consistent service delivery.

Enhanced Security and Data Protection

Our software ensures the secure storage and access of recorded calls. Sensitive customer information is protected, and access controls ensure that only authorized personnel can retrieve and review the recordings, maintaining data privacy and confidentiality.

Scalability and Compatibility

A robust call recording software is designed to scale with your organization's needs. Whether you are a small business or a large enterprise, our solution can accommodate your recording requirements. It is compatible with various telephony systems and integrates seamlessly with your existing infrastructure.

Transform your contact center operations by harnessing the power of recorded calls. Leverage Teckinfo’s InterDialog voice logger inbuilt in call center software to capture, store, and analyze your voice communications effectively, ensure compliance, enhance customer service, improve internal trainings and coaching and gain valuable insights to drive business success.

What Our Customers Say

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    See Frequently Asked Questions

    What types of organizations use voice loggers?

    These are commonly used by various organizations, including call centres, customer service departments, financial institutions, healthcare providers, emergency services, government agencies and many more.

    A voice logger works by connecting to the communication system, such as a phone line or GSM gateway network, and capturing audio data from conversations. It typically records both sides of the conversation and stores the audio files for later retrieval and analysis.

    Yes, our recording software can be integrated with other communication systems and popular, leading CRM applications and helpdesk ticketing system software.

    These voice files serve as valuable tools for quality monitoring and employee training. They can be reviewed to assess agent performance, identify areas for improvement and provide targeted feedback. The recordings can also be used for training purposes, showcasing best practices or as examples for training programs.

    The storage duration for voice recordings can vary depending on organizational policies, regulatory requirements, and business needs. Some organizations retain recordings for a few months, while others may keep them for several years. It is essential to determine the specific retention period based on legal obligations and operational requirements.