7 call center recording software in 2026: top solutions, features, and how to choose

What is call center recording software and how does it work?

Call center recording software captures voice calls, agent screen activity, or both, and stores them for later review. Modern call recording solutions go further: they transcribe every interaction, redact sensitive information automatically, and feed the data into quality assurance, coaching, and analytics workflows.

Here is how contact center call recording works at a high level:

1. Capture. The software hooks into the telephony layer (CCaaS, PBX, SIP trunk, or softphone) to record audio. For screen capture, an agent-side application records the desktop, often across multiple monitors.
   
   

2. Trigger. Recording can start when the call connects, when a specific event happens (a transfer from an AI virtual agent, for example), or for the entire agent shift.
   
   

3. Protect. Sensitive data like credit card numbers, social security numbers, and health details is masked. Older tools require the agent to manually pause. Modern call center recording software uses computer vision and natural language understanding to redact this data automatically without breaking the recording.
   
   

4. Transcribe and analyze. The audio is converted to text using automatic speech recognition. AI then tags intents, sentiments, scenarios, and compliance markers.
   
   

5. Store and archive. Recordings are encrypted, indexed, and stored with retention policies that match regulatory requirements like PCI DSS, HIPAA, GDPR, and MiFID II.
   
   

6. Surface. QA teams, managers, and compliance officers search, filter, and review specific moments through dashboards, scorecards, and reports.

How contact centers can leverage call recording software?

1. Quality assurance at scale. Instead of sampling 1 to 2% of calls, teams use Auto-QA to grade every call against a custom rubric. This removes reviewer bias and surfaces patterns across thousands of interactions.
   
   

2. Agent coaching. Recordings combined with screen capture show exactly what an agent did during the call, which makes coaching sessions specific and concrete rather than abstract.
   
   

3. Compliance and dispute resolution. Archived recordings with PII and PCI redaction and audit trails protect the business in regulatory audits and customer disputes. See our guide on how screen recording solves compliance and process adherence challenges.
   
   

4. Voice of the Customer insights. Mining 100% of recordings reveals trends that surveys miss, like emerging product complaints or pricing concerns. VoC Insights turn raw conversations into actionable themes.
   
   

5. Inferred CSAT and sentiment trends. Instead of waiting on low-response-rate surveys, tools like Level AI's iCSAT infer customer satisfaction from sentiment, resolution signals, and customer effort across every recorded interaction.
   
   

6. Process improvement. Screen recordings expose workflow gaps: agents searching for information, switching apps repeatedly, or skipping steps. Fixing these patterns reduces handle time across the team.
   
   

7. Training new agents. Top-performing recordings become a library of "what good looks like" for onboarding, often more useful than scripted training.
   
   

8. Sales coaching and forecasting. For sales teams, recordings reveal which talk tracks close deals and which objections come up most often.

5 must-ask questions when researching contact center call recording software

1. What percentage of our calls will actually get reviewed? If the vendor cannot help you move beyond manual sampling, you will keep reviewing 1 to 2% of calls. Ask whether the platform automatically scores 100% of conversations and whether scorecards adapt to your custom rubric.

2. How does the platform redact sensitive data, and what happens during redaction? Manual pause and resume is risky. Ask if redaction is automatic, whether it works on both audio and screen, and whether managers can still see the rest of the recording during the redacted segment.

3. How accurate is the AI on our specific calls? Generic large language models often misread contact center language. Ask the vendor to run your actual call samples through their AI and share accuracy numbers for intent detection, sentiment, and QA scoring, not just transcription.

4. How does the platform handle compliance retention for our industry? Financial services, healthcare, and collections all have different retention, encryption, and audit requirements. Ask for specifics on PCI DSS, HIPAA, GDPR, MiFID II, or whatever applies, and ask how legal hold works.

5. What is in the contract versus the demo? Many AI features sit on higher-priced tiers. Ask which features are in the base plan, which are paid add-ons, and what the realistic cost looks like at your seat count after 12 months.

1. Level AI: AI-powered screen recording to empower organizations

Level AI is a customer experience platform that offers everything from screen recording software (such as AI-powered redaction of sensitive information) to coaching tools (like real-time dashboards and live call monitoring capabilities), so you can easily manage all of it in one place.

Level AI’s platform offers secure and customizable Generative AI capabilities, and serves call centers, QA teams, and sales teams in a variety of industries, including healthcare, debt collection, insurance, financial services, and others.

Below, we’ll dig into Level AI’s call recording features, including:

• Multi-monitor recording

• Audio recording

• Post-call recording (that doesn’t violate agents’ privacy)

• Redaction of sensitive information (without pausing the recording)

• Real-time call transcription

• And more

However, in order to understand how Level AI is able to provide these advanced features, we’ll first share a brief overview of how our platform works differently from other tools.

How Level AI works

Most call recording solutions simply record the audio of the calls for you to review later.

Many of these tools will provide some sort of transcript, be able to record the agent's screen, and may even offer a search-and-find feature or a keyword-based categorization system.

Level AI, on the other hand, goes beyond just recording the call without understanding any of the content. It uses natural language understanding and semantic intelligence to understand the meaning of the words being exchanged and the sentiments behind those words.

This is the key to how we’re able to redact sensitive information without having to pause the recording, record post-call activities without violating the agents’ privacy, and more.

It also allows our platform to do a lot of manual work for you, from accurately summarizing phone calls to ensuring agents are following compliance requirements (such as PCI, GDPR, HIPAA, etc.) to automatically detecting and analyzing customer sentiment for better dispute resolution.

Let’s look at Level AI’s spfive9-cx-summit-2022eech and sentiment analysis in more detail.

1) Recognizing the intent behind the words

Because Level AI’s Scenario Engine understands the meaning of the words being said, it’s able to sift through the conversation data to detect instances of intent (i.e., what the agent or customer is trying to express or accomplish), which we call scenarios.

Examples of scenarios are a customer asking about a warranty or an agent verifying the caller’s identity.

The platform offers preset scenarios but you can create your own by providing it with example phrases.

For example, if you want to train a scenario denoting when customers are looking for discounts or show price concerns, you would add phrases like:

• “My monthly subscription is too expensive.”

• “I found another solution that’s cheaper.”

• “I can’t afford the current price.”

Our software identifies conversational moments during interactions where intents occur and marks them using conversation tags to show you where particular intents appear in a recorded call.

Not only can users create custom scenarios, but they can add additional business-specific conversation tags to better classify customer intents.

If more than one scenario occurs during a single conversation, it can have multiple tags. All conversation tags within recorded interactions are filterable and searchable, meaning QA teams can quickly find and analyze specific interactions.

2) Detecting customer emotions with advanced sentiment analysis

Many solutions are limited to positive, negative, or neutral classifications. Meanwhile, Level AI captures the broadest range of emotions of any solution available, including:

• Anger

• Disapproval

• Disappointment

• Worry

• Happiness

• Admiration

• Gratitude

Our software's sentiment analysis detects real-time emotional shifts throughout the interaction, using sentiment tags to highlight the moments when these emotions are detected.

Level AI also assigns an overall Sentiment Score on a scale of 0 to 10 (with 0 being strongly negative and 10 being strongly positive) using algorithms that intelligently weigh different parts of the conversation.

For instance, end-of-call sentiments are given more weight as they typically reflect the customer's feelings about the final resolution or overall experience, which tend to be the lasting impression.

Now that we’ve covered some main features of Level AI, we will dive into our call recording features in detail and highlight additional capabilities that contact centers can integrate into their quality assurance to maximize the value of their call recordings.

3) Combining AI with screen recordings

For every call, Level AI offers screen recordings, audio, and transcripts (both live and post-call transcripts). You can also easily integrate with most any voice recording solution.

Level AI’s Screen Recording offer multi-monitor recording capabilities so you can see what your agents did during the call (i.e., what actions they took, what resources they found, etc.):

QA managers can decide to record agents throughout their entire shift or opt for a trigger recording system that activates once a customer conversation starts.

Our software continues recording after the call has ended to capture any wrap-up details (e.g., completing an order, submitting a file, etc.). To protect agents’ privacy, the recordings only include activities that are directly relevant to the call.

The AI is able to detect when post-call tasks are finished and the agent has moved on to other activities, and automatically stops the recording at that point.

However, when the recording stops is entirely dependent on how much post-call activity you’d like to capture. The recording options include stopping the recording:

• Immediately when the conversation ends.

• X minutes after the conversation ends.

• After a percentage of the call length has passed (e.g., for a 10-minute call with a 20% setting, it stops 2 minutes after).

• Once documentation or dispositioning work is finished.

Smart skip is a feature that allows you to jump to moments in a recording where the agent performed a significant action, such as switching applications or entering information.

This makes it easy to catch errors in processes such as agents skipping steps or agents failing to input all of the necessary information.

We also offer persistent login that allows agents to stay signed in for longer, which is helpful for agents to spend less time entering passwords and more time handling customer calls.

Next, we’ll cover some of the most common use cases for call recording — including compliance, coaching, and improving the customer experience — and share additional features Level AI offers for those use cases.

4) Using screen recordings to meet compliance standards

Traditional solutions rely on manually pausing and resuming recordings in order to protect sensitive information, which has a few downsides:

• Agents might forget to pause the recording, which means you won’t be in compliance with privacy regulations.

• Agents might forget to restart the recording, which means you’ll miss out on parts of the conversation.

• While the recording is paused, you won’t know what’s going on.

To solve these issues, Level AI uses computer vision technology to automatically detect and protect sensitive information.

Instead of completely stopping the recording, Level AI selectively blacks out only the sensitive portions of the screen in the recording (e.g., the box where the credit card is being entered) or mutes just the sensitive words (e.g., the customer sharing their social security number).

This not only gives managers full visibility during the entire duration of the call without breaking regulations, but it also allows agents to handle the call without worrying about stopping and restarting the recording.

The ability to review compliant recordings also allows managers to verify that agents are following the right procedures and using the correct applications for handling sensitive information.

5) Using call transcripts and screen recordings to improve customer experience

Level AI uses the data gathered from customer interactions to analyze and uncover VoC trends, displaying these in intuitive dashboards that make it easy for teams to identify actionable insights and improve the overall customer experience.

Voice of the Customer (VoC) Insights not only show standard metrics like CSAT and FCR but also uncover trends you may not have known about, and that you may not have identified simply by sending out surveys.

For instance, if customers frequently complain about how long it takes to add a new payment method to their account in various recorded calls, our VoC tools detect and highlight this issue thanks to Level AI’s natural language understanding.

Besides VoC, the platform also offers advanced Analytics and Reporting that lets you generate customized reports incorporating a wide variety of data types and metrics from disparate data sources from Level AI and from other systems in your organization, like workforce management tools.

For instance, you can create reports combining sentiment tags reflecting negative sentiment with call volume forecasts to ask questions such as:

• Do high call volumes correlate with worry due to increased wait times?

• Are customers happier during off-peak hours when agents feel less rushed?

• Are certain sentiments like gratitude more common with specific agent teams or shifts during peak times?

You build such reports using Level AI’s Query Builder, which results in sophisticated charts featuring contextual drill down to uncover deeper layers of information:

6) Using call transcripts and screen recordings to identify coaching opportunities and improve the customer experience

Level AI offers unique features to help QA teams and managers instantly identify the best calls to review from among thousands of call recordings.

InstaScore grades agent performance based on your custom rubrics, which allows you to instantly see which agents performed well or underperformed.

Because these rubrics are specific to your company, it’s a more accurate way of judging performance than relying on metrics like call duration.

InstaReview helps you quickly see which calls have positive or negative characteristics by displaying descriptive tags next to each call:

You can click any of the stats you see on our screens to dig into further details behind the reasons for the tags or scores. You can also quickly and easily pull up the right transcript and screen recording because all of it is stored within Level AI’s platform.

The platform offers dedicated modules for agent coaching, allowing you to initiate coaching sessions, manage templates for performance reviews, and more.

Other features to improve agent performance & customer satisfaction

Here’s a brief summary of a few additional features that call centers can use to increase productivity and overall customer satisfaction:

a) Real-time manager assist

This allows you to monitor calls and provides the necessary context to intervene without disrupting conversation flows.

The dashboard shows live metrics for all active calls, including call duration, sentiment score, conversion probability, opportunities for coaching, and more.

Real-Time Manager Assist also provides functionality for either interacting with agents via call whispering, or escalating with call barging.

b) Real-time agent assist

This feature lets agents streamline call workflows via auto-summaries, live transcripts, action hints (e.g., “remember to offer a warranty”), and automatically surfacing relevant material based on what’s discussed in the call.

Agents also have access to AgentGPT, which allows them to enter search queries and get a conversational response that summarizes the relevant information from multiple sources.

Answers typically include links to the original sources (e.g., your integrated knowledge base) so agents can quickly and easily verify the information if needed:

Both Real-Time Agent and Manager Assist are features of Level AI’s Agent Copilot and integrate with other modules of our platform.

c) AI-powered automatic categorization

For automatic dispositioning we offer functionality that detects and classifies conversations based on key discussion points, freeing up agent time to focus on post-call activities.

AI provides accurate and consistent categorizations since agents no longer need to manually assign categories and subcategories to conversations after interactions.

Reach full coverage for in-depth quality assurance

Level AI covers 100% of customer conversations and offers advanced call recording features to monitor interactions and improve the overall customer experience.

Schedule a free demo today to learn how our platform removes bottlenecks in QA processes and improves the efficiency of your customer service or sales.

2. Dialpad

Dialpad is a cloud-based business communications platform that offers voice, video, messaging, and contact center recording solutions. The software has various AI-powered features, including auto-pause recordings for when sensitive information is being shared.

Other key Dialpad features include:

• Real-time AI transcription and sentiment analysis

• Automatic call summaries and action item extraction

• Integration with popular CRM systems for seamless workflows

• Custom data security and privacy settings to ensure compliance

Pros:

• All-in-one platform combining voice, video, messaging, and contact center in one interface

• Real-time AI transcription and built-in sentiment tagging on every call

• Native auto-pause for recordings when sensitive data is detected

• Lower starting price than enterprise CCaaS competitors

Cons:

• Conversation analytics are lighter than dedicated platforms

• Sentiment analysis is limited to positive, negative, or neutral categories

• QA scoring features are less mature than purpose-built QA tools

• SMB and mid-market focus, enterprises often outgrow it

Pricing for Dialpad starts at $39 per user per month, with custom enterprise plans available for larger organizations.

3. Observe.AI

Observe.AI is an AI-powered contact center platform focused on conversation intelligence and performance management.

Call center and quality management teams can access the following Observe.AI features:

• Real-time speech analytics

• Quality assurance automation

• AI-driven coaching

• Compliance monitoring

• Omnichannel analytics

Pros:

• Strong conversation intelligence with intent detection and sentiment analysis

• Automated QA across 100% of calls with custom scorecards

• Synchronized audio, transcript, and screen recording for full context

• Solid compliance redaction features

Cons:

• Custom pricing only, with limited transparency until sales engagement

• Some users report a learning curve when setting up custom scorecards

• Reporting and analytics dashboards are less flexible than dedicated BI tools

• Coaching workflows are basic compared to specialized coaching platforms

Observe.AI offers custom pricing with plans tailored toward the specific needs of each business.

4. Talkdesk

Talkdesk is an AI-driven cloud contact center platform offering automation features to improve the customer experience.

The product offers a highly flexible call recording system with granular control over recording preferences, automatic pausing for sensitive information, and versatile storage options.

Key Talkdesk features include:

• Real-time and on-demand recording options

• Dual channel recording

• Pause-resume recording functionality

• Advanced analytics and integrations to sync with other QA tools

Pros:

• Mature CCaaS with omnichannel routing, IVR, and workforce management built in

• Flexible recording with dual-channel capture and granular pause and resume control

• Large library of integrations with CRMs, helpdesks, and analytics tools

• Strong uptime and global voice coverage

Cons:

• Per-seat pricing climbs quickly, especially for AI add-ons

• Advanced analytics and AI features sit on higher-tier plans, not the base

• Reporting can feel cluttered and takes time to configure

• Recording analysis is shallow without a third-party conversation intelligence layer

Talkdesk offers a range of pricing plans starting at $85 per user per month. Advanced enterprise plans are priced higher, between $115 and $145 per user per month.

5. Sprinklr

Sprinklr is a unified customer experience management platform that helps businesses manage social media, marketing, advertising, and customer care.

The platform offers flexible call recording options, including single-participant (active speaker only) or both-participant modes, with recordings stored securely on AWS S3 for easy access and review.

Call recording features can integrate seamlessly with Sprinklr's broader customer experience management suite. Sprinklr customers can access additional features, such as:

• AI-powered transcription and sentiment analysis

• Omnichannel recording with a centralized call recording dashboard for management

• Search and retrieval capabilities to sort and save recordings based on date, caller, keyword, etc.

Pros:

• Unified customer experience across social, chat, email, and voice

• Centralized dashboard for recordings across all channels, not just voice

• AWS S3 storage out of the box for archiving

• Strong fit for brands that need social and voice analytics in one place

Cons:

• Highest entry price in this list at $249 per seat per month for self-service

• Voice and call recording features are less mature than social and digital tools

• Implementation can be heavy and slow for voice-first contact centers

• Better suited to large enterprise marketing teams than mid-market support teams

Sprinklr pricing starts at $249 per seat per month for their self-service solution. Custom enterprise plans are also available.

6. Convin

Convin is an AI-backed contact center software that uses conversation intelligence to analyze customer interactions across multiple channels.

It helps managers, sales teams, and customer support departments improve the customer experience by integrating directly with existing call center systems to automatically record, transcribe, and analyze 100% of calls.

The software also provides:

• AI-driven transcription to convert all recorded calls into searchable text for easy analysis and review.

• Multi-channel analysis to review interactions across various channels, including voice calls, emails, and chat, providing a holistic view of customer communications.

• Automated quality assurance to evaluate calls based on predefined parameters, reducing the need for manual QA processes.

• Custom scorecards that allow managers to set specific evaluation criteria for assessing agent performance for training purposes.

Pros:

• Records, transcribes, and analyzes 100% of calls automatically

• Multi-channel analysis covering voice, email, and chat

• Automated QA with custom scorecards for agent evaluation

• Affordable option for teams new to conversation intelligence

Cons:

• Pricing is not public, which slows down evaluation

• Smaller integration ecosystem than legacy CCaaS players

• Less brand recognition in North American markets

• Newer to the enterprise segment, so reference customers skew SMB and mid-market

Pricing for Convin is not available online. Anybody interested must contact the sales team directly for a personalized quote.

7. NICE CXone

NICE CXone is an enterprise cloud contact center platform that bundles call recording, compliance archiving, workforce engagement, and analytics into one stack. It is one of the most widely deployed CCaaS platforms in regulated industries like banking, insurance, and healthcare, and NICE Engage (its recording product) is treated as a reference standard for retention, search, and audit workflows.

CXone records voice, chat, email, and digital channels with configurable retention policies, role-based access controls, and tamper-evident archiving. It supports pause and resume on sensitive data, encrypted storage, and detailed audit trails that align with PCI DSS, HIPAA, MiFID II, and Dodd-Frank requirements.

Key features:

• Voice and screen recording across all channels with synchronized playback

• Configurable retention, encryption, and legal hold for compliance archiving

• Real-time AI for transcription, sentiment, and agent guidance through NICE Enlighten

• Workforce management, quality management, and analytics in one platform

• Outbound dialer and call frequency controls for TCPA compliance

Pros:

• Industry standard for compliance recording in financial services

• Deep workforce optimization features for forecasting, scheduling, and adherence

• Mature integrations with most enterprise CRMs and ticketing tools

• Reliable at very large agent counts

Cons:

• Pricing starts around $110 per agent per month and rises quickly with AI add-ons

• Setup and configuration are complex, often requiring a partner to implement

• User interface feels dated next to modern AI-first platforms

• Sentiment and intent detection are less nuanced than purpose-built conversation intelligence tools like Level AI

Pricing: Core plans start at roughly $110 per agent per month. AI modules, workforce engagement, and advanced analytics are priced separately. Custom enterprise quotes are standard.

Unlock business potential with Level AI contact center call recording software

Call recording is no longer a passive archive. Every conversation is a data point that can sharpen QA, surface coaching moments, protect the business in audits, and reveal what customers really want.

Level AI listens to 100% of your calls, not just the 1 to 2% a human team can sample. Intent-based AI understands what was said, multi-monitor screen recording shows what the agent did, and automatic PII and PCI redaction keeps every recording compliant by default. Auto-QA, Real-Time Agent Assist, and VoC Insights turn those recordings into action, all in one platform.

See what Level AI can do with your actual calls. Book a free demo today.

Frequently asked questions