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VoIP call recording solutions provide clear phone conversations and keep them safe in the cloud. Whether you’re a contact center or a small company handling customer calls, you need a specific call recording solution tailor-fit to your needs. To help you out, we’ve tested a wide range of solutions, both standalone and built-in. Nextiva emerges as the best VoIP call recording solution for most because of its flexible pricing and capability to record calls in various modes, whether it’s automatic or on-demand.
The Best VoIP Call Recording for Most
With nearly any facet of voice or video calling, Nextiva ranks as one of the top solutions. It’s no different with call recording, as Nextiva’s flexible pricing makes it easy for any company of any size to wield this feature.
Administrators have complete freedom over what call recording rule to assign to each user. This means calls can be recorded in their entirety all the time, or on an ad hoc basis. Best of all, call recordings can be stored in Nextiva’s server or downloaded in a high-quality WAV format that beats other audio formats every time.
The Best VoIP Call Recording Options to Consider
- Nextiva – Best VoIP call recording for most businesses
- RingCentral -Best for secured automatic call recording
- Phone.com – Best for low call volume
- Cube Call Recorder – Best call recorder app for Android users
- Talkdesk – Best for in-depth call evaluation
- Oreka GPL – Best free open-source VoIP call recording
When It Makes Sense to Invest Into VoIP Call Recording
If you’re using VoIP to handle customer calls on a daily basis, it only makes sense to take advantage of VoIP call recording as well. It’s usually included in affordable VoIP plans so recording calls isn’t as costly and complicated as it used to be.
With the VoIP provider taking care of everything, you no longer have to deal with separate hardware to record, host, and save all the calls. This means the benefits of VoIP call recording are now accessible not only to contact centers but also to small businesses and entrepreneurs.
But how do you know if call recording is the secret sauce your business needs to succeed? Let’s explore some of the top reasons why you should add VoIP call recording to your business arsenal.
Basic note-taking is not up to speed
Each call is unique and can never be fully replicated by manual note-taking. If your typing skills can’t keep up, key points of the phone conversation can easily fall through the cracks and disappear forever.
But why listen to each call only once when you can record and playback them anytime you want? VoIP call recording makes this possible so you won’t have to frantically take notes as if your life depends on it.
Traditional call recording comes with technical hurdles
Thanks to VoIP, you can now record two-way audio of phone conversations in the cloud. This means no standalone server or clunky hardware to contend with to record calls as well as manage and store all the recordings.
Strong need for call quality control
If you want a way to measure and improve customer experience, look no further than VoIP call recording. By keeping a record of each call, you can gauge the performance of the agents and provide assistance to whoever needs it.
Trainees, meanwhile, can benefit from listening to excellent calls made by tenured agents. Recorded calls can teach them what and what not to do when talking to customers, making the onboarding process a breeze.
Lack of proactive measures against disputes
Lawsuits that started as simple customer disputes can take a toll on a company’s resources, more so if you’re a small business. Through VoIP call recording, you get access to recorded evidence of what really transpired between the agent and the customer.
Armed with this valuable information, it’s easier to settle disputes before they turn into lengthy legal battles. So if a customer is complaining about his credit card getting charged without his permission, a simple search of the call recording can help you verify what exactly happened–and what step to take next.
Strict compliance with industry regulations is required
Businesses, specifically those in legal and medical fields, are governed by laws that protect their customers’ personal information. HIPAA (Health Insurance Portability and Accountability Act), for instance, is a law that prevents patients’ sensitive information from being disclosed without their consent.
Meanwhile, companies that process credit card payments over the phone are required to conceal their customers’ information to prevent identity theft.
With the help of VoIP call recording, supervisors can ensure that each agent abides by these rules. They can also surrender the recordings to the authorities as evidence should the need arises.
#1 – Nextiva — The Best for Most
Whether you’re a small team or a huge contact center, Nextiva has plenty of options to let you customize how you record calls.
From the web portal, administrators can easily set up call recording rules for each user. These rules determine when the call starts and ends. If you want the system to record the entire inbound and outbound calls, you can also choose “Always.”
Call recording works no matter what device the agent is using. So it doesn’t matter if it’s a desk phone, iPhone, or Android device. You set up the call recording feature and Nextiva will start recording calls in HD.
To ensure you’re not violating laws in states that require “two-party” consent, Nextiva allows you to set up call recording announcements. This way, you can greet your customers and inform them in advance that the call is being recorded.
As soon as the calls are recorded, they go to Nextiva’s servers where they will be stored for up to six months. You can let your files sit there or download them to your local device for permanent safekeeping. There’s also an option to put the recorded calls in a third-party cloud storage system where you can play them back anytime.
All recorded calls are downloaded in WAV format, a lossless format that retains the quality of the original recording. It’s superior to MP3 and MP4 audio formats that most providers settle with.
Call recording information can be downloaded in PDF, CSV, or HTML format. As the call recordings populate the archive, no need to fret as Nextiva’s search filters can save you a lot of headaches. You can filter the search by call ID, employee’s phone number, employee name, or call direction (incoming/outgoing).
VoIP call recording is available to both Enterprise and Ultimate plan holders. Basic call recording is also available as an add-on to any plan for $5 per user per month.
#2 – RingCentral — The Best for Secured Automatic Call Recording
By default, RingCentral’s on-demand call recording is enabled to let users record calls on their own terms. However, its automatic call recording has extra layers of security that make it head and shoulders above its competitors.
To set up the automatic call recording, the administrator needs to log into the web portal. Depending on the needs of the business, the automatic call recording can be activated for a single user, multiple users, or the entire department. You can also choose whether to record incoming calls, outgoing calls, or both.
Email notification is sent to specific users to let them know the automatic call recording has been activated. After this, RingCentral starts recording calls no matter what device the agent is using. Recordings are saved in the cloud where they will remain accessible for up to 90 days.
To get permanent access to the files, you can download them to your computer or a third-party cloud storage system. Each account can save and download up to 100,000 calls.
Users can download the files in MP3 format which is a lossy comprehension. MP3 is smaller in size than WAV but also inferior in quality to the latter.
But what it lacks in sound quality, it makes up for in robust security.
Custom recording announcements are available so customers can consent to the call recording. Meanwhile, contact centers dealing with credit card payments can protect their customers’ payment details by muting them.
Mute is only available for automatic call recordings. To use it for data protection, press *9 to mute the recording as soon as the customer begins sharing sensitive payment details. Once the critical information is already obtained, you can then unmute the recording by pressing *9 again.
RingCentral’s automatic call recording is available to Premium and Ultimate users. On-demand call recording, on the other hand, is only offered on select RingCentral Office plans.
You can get a feel for RingCentral’s services by booking a demo with them.
#3 – Phone.com — The Best for Low Call Volume
If you only need to record inbound calls, you can do it for free with Phone.com. To start recording, just press *7 and then wait for the call to be over to get a copy of the recording.
For a little bit more flexibility, you can purchase 300 minutes worth of call recording for $4.95 a month. Phone.com’s VoIP call recording is not a standard feature in any of its plans so you have to buy it as an add-on service.
With these 300 minutes, you can record on-demand calls or all calls for evaluation purposes. Should you want more wiggle room, you can upgrade to 1,000 minutes for $14.95 per month. This should be enough if you’re a small business or a team with a limited need for call recording.
Phone.com stores recorded calls in your account for 13 months. You can download these files in MP3 format and save them to your computer.
In terms of ensuring you have the customer’s consent to call recording, Phone.com employs call beeps instead of greeting announcements. The call beep gives off a faint beep sound every 15 seconds to let the customer know the call is being recorded. This ensures regulatory compliance in states where “one-party” consent is enforced.
#4 – Cube Call Recorder — The Best Call Recorder App for Android
Cube ACR is a free yet robust call recorder for Android devices. Not only can it save a high-quality record of your regular phone calls, but it can also do the same for all your VoIP conversations.
It’s capable of recording two-way audio of calls made in popular VoIP apps such as Skype, Viber, WhatsApp, WeChat, Slack, and many more. Using the app, you can automatically record every call or specific parts of the phone call with just a few taps.
Cube ACR’s built-in file explorer allows you to manage your recordings, play them anytime, or have them exported to your device.
If you’re a Premium user, you can record calls in multiple audio formats, secure your recordings with a pin lock, or save a permanent copy of your files to Google Drive. With a unique feature called “Shake-to-mark”, you can also shake your phone while the call is recording to mark the most critical part of the conversation.
With almost 600,000 mostly positive reviews and over 10 million installs, Cube ACR is becoming the go-to call recording app for the majority of Android users. It’s free but you can avail of its premium features through in-app purchases ranging from $1.99 to $9.99.
#5 – Talkdesk — The Best for In-Depth Call Evaluation
As a modern contact center solution, Talkdesk is equipped with advanced features to ensure your agents are bringing their A-game.
Its built-in call recording can capture not only your agents’ voices but also whatever appears on their screens at the time of the call. By combining voice and screen recordings, quality assurance managers can gain deeper insights into how well the agents comply with the company’s quality metrics. It also allows them to view each agent’s performance from all angles, helping them provide more detailed feedback in the process.
More insights are available through Talkdesk’s visualized waveform playback. It’s like viewing each call under a microscope as it enables managers to review specifics of the recordings like crosstalk or silence.
Quality assurance managers can take advantage of Talkdesk’s Speech Analytics™ to analyze the call recordings based on the topics discussed, keywords used, customer sentiment, and more. They can also give agents the in-depth coaching they need with the Talkdesk Quality Management™. It allows them to fill out scorecards and add time-stamped annotations that agents can review.
VoIP call recordings made through Talkdesk can be stored in their server for as long as you need them. You can also download them to your device or save them to your preferred cloud-based storage app.
Pricing depends on the number of agents on your team. Fill out their online registration form to get a quote.
#6 – Oreka GPL — The Best Open Source VoIP Call Recording
Oreka GPL is the only free open-source call recording solution that you can install in under 30 minutes. In addition to being cost-effective, open-source software gives users tons of flexibility in terms of features, integrations, and updates. It’s like having a blueprint that you can bend anyway you want without fear of breaking it.
Oreka GPL is free to download and requires zero maintenance. It’s a standalone solution ideal for companies already using a VoIP phone system but one that lacks a built-in call recording feature.
With Oreka GPL, users can record calls and manage the recordings straight from a browser-based interface. You can save the recordings online or export them to your computer.
This open-source program is part of a full suite of open-architecture solutions under OrecX. The company helps organizations to choose only the capabilities they need instead of purchasing multiple features they barely use. Aside from call recording software, OrecX has separate solutions for screen capture, live monitoring, mobile recording, and quality monitoring.
Methodology for Choosing the Best VoIP Call Recording
VoIP call recording can either be a standalone software or a feature included in a VoIP phone system package. Either way, no two VoIP call recording software is the same in terms of functionality and additional features that come along with it.
Fortunately, we’ve developed a methodology that you can use to evaluate whether a VoIP call recording is compatible with your budget, team, and current needs.
VoIP call recording services are cloud-based so you can easily save, store, and manage your call recordings straight from the web admin portals. The number of call recordings and how long they stay in the cloud varies depending on the provider.
For high-volume users like contact centers, there are higher-tier VoIP plans offering hundreds of thousands of call recordings per month. However, small businesses or teams can opt for a standalone or add-on call recording service instead. This affordable option can only record and store a limited number of calls, but it should be enough to cover your ad-hoc recording needs.
Some providers let the recordings be accessible for a few weeks while others keep the recordings on their servers for over a year before deleting them.
If you’re only recording a few calls a week, a database with a shorter life span is fine. You can easily play back the recordings and select which ones to download. The recordings can be downloaded locally or through a third-party cloud storage system like Dropbox or Google Drive.
On the other hand, contact centers that record hundreds or thousands of calls per week need a longer time to get organized. With a lot of data to deal with, they need a database that stores the recordings for at least six months. The database should also be easy to navigate, with a search field that allows them to filter the results by caller, tags, date, duration, or direction (outgoing or incoming call).
Likewise, companies managing a huge database should also be able to download their selected files without hassles. These files can be stored in their local computer or third-party cloud storage system where they will remain accessible for a longer time.
VoIP calls can be recorded in two ways: on-demand or automated. The recording mode you choose depends on the volume of the calls and what you’re using the call recordings for.
With on-demand recording, the user initiates the recording and has complete control over which calls to be recorded, when to start recording, and when to stop. It’s ideal for personal use or for individual agents who want to record problem calls as they happen.
On-demand recording can also be used to record and store important meetings, interviews, and other business collaborations.
Meanwhile, automatic recording is designed with contact centers, sales teams, customer service help desks, and big companies in mind. Since it automatically records every inbound and outbound call, the agents no longer have to press the record button for every call. With this mode, companies can capture a bigger sample of recorded calls for quality monitoring purposes.
VoIP call monitoring providers may offer either one or both of these call recording modes. There are also those that offer multiple recording modes for more flexibility. So instead of just two, there are four modes you can choose from: automatic, automatic with pause/resume, on-demand, and on-demand with a user-initiated start.
Existing Phone System
VoIP phone systems have a built-in call recording feature. If you’re already using a VoIP provider with a call recording capability, all you have to do is upgrade to a higher plan or purchase call recording as an add-on service.
On the other hand, if your current phone system doesn’t have a built-in call recording, you can sign up with standalone software instead. This separate tool can be a mobile app, cloud-based system, or desktop software. VoIP apps like WhatsApp and Skype likewise lack their own call recording feature so their users can benefit from the similar standalone tool.
For businesses that are planning to switch to a new phone system, consider VoIP phone providers that offer Unified Communications as a Service (UCaaS). This means they have an all-in-one phone system with all the features you need to successfully run a business. Aside from the VoIP phone system, you’ll also have access to a built-in call recording, video conferencing, and many more.
Analytics and Organization
As heavy users of VoIP call recording service, contact center managers need advanced tools to extract value from the recordings.
Fortunately, built-in call recording tools of VoIP phone systems are robust enough to meet their needs. Since VoIP solutions usually integrate with CRM applications, it’s easy for supervisors to create workflows and then use call and screen recording to track how well agents stick to them.
VoIP providers also use speech analytics to analyze, score, and categorize recorded calls based on the callers’ vocal tone and the keywords used in the conversation.
However, as the volume of recorded calls becomes overwhelming, a system to organize the archive also becomes indispensable. VoIP phone system providers with advanced call recording features have an answer. They allow users to tag recordings so when it’s time to search the archive, they can filter the search by tags, duration, caller, date, agent phone number, or direction (incoming/outgoing).
Data Security and Encryption
Contact centers handling sensitive customer information must ensure nothing is exposed to security risks.
This is all the more important if your company handles credit card payments over the phone. In this case, you can choose a VoIP call recording service with speech analytics capable of detecting audio files containing credit card information. To comply with the Payment Card Industry (PCI) standards, the call recording tool can mute or add white noise to the exact segment of the calls where the customers provide sensitive payment information.
Moreover, while call recording is not illegal in most places, some states require that both parties involved in the call must consent to its recording. To ensure you comply with recording laws, VoIP phone system providers allow you to set up call recording announcements. By activating this, you can follow the standard customer greeting with the information that the call is being recorded.
VoIP call recording has democratized a feature previously only major contact centers could afford. Now that recording calls are easier and more affordable than ever, businesses of any size can now keep a record of a phone conversation for training purposes. Call recordings are also useful in solving customer disputes that can potentially bring businesses to the ground, more so if you’re a small business.
As we reviewed several solutions in the market, we’ve found Nextiva to be the best overall. Call recording is available to all users regardless of plans. Administrators can also customize how each user records calls as Nextiva is capable of automatic call recording, on-demand call recording, and a few other modes in between.
However, Nextiva may not have the specific features you’re looking for or your business needs at the moment. Make sure to check out our comprehensive methodology so you can be guided on how to pick the right solution for your team and wallet.