Full call recording and analytics for compliance and performance.
Every call recorded automatically. Real-time dashboards showing call volumes, wait times, and agent performance. Data to make better decisions and meet your compliance obligations.
100%
of calls recorded automatically with no manual intervention required
5 yrs
maximum retention period for compliance recording
Real-time
dashboards showing live call volumes and agent performance
UK-wide
deployment capability across all regions
Recording and analytics that give you real insight.
Full Call Recording
Every inbound and outbound call recorded automatically. Recordings stored securely in the cloud with configurable retention periods. Searchable by date, time, number, and agent. Accessible from any browser.
Compliance Recording
FCA-compliant call recording for financial services businesses. MiFID II and GDPR-compliant storage and access controls. Audit trails showing who accessed which recordings and when.
Real-Time Dashboards
Live wallboards showing call volumes, queue depth, agent availability, and wait times. Managers see exactly what is happening across the team at any moment. Configurable alerts when thresholds are breached.
Historical Reporting
Detailed reports on call volumes, call duration, answer rates, and agent performance. Scheduled reports delivered by email. Custom date ranges and filters. Export to CSV for further analysis.
Agent Performance Analytics
Individual agent metrics including calls handled, average call duration, and wrap-up time. Performance trends over time. Data to support coaching conversations and identify training needs.
Call Quality Monitoring
MOS scores and call quality metrics tracked for every call. Poor quality calls flagged automatically. Network issues identified before they affect the customer experience. Quality trends reported monthly.
From requirements to live dashboards in days.
Requirements Assessment
We assess your recording and reporting requirements. Compliance obligations, management reporting needs, and training use cases all identified. Retention periods and access controls defined.
Platform Configuration
Call recording and analytics configured on your VoIP platform. Recording rules set for inbound, outbound, or all calls. Storage configured with appropriate retention and encryption settings.
Dashboard Design
Real-time dashboards designed to show the metrics your managers need. Wallboard layouts configured for your contact centre or office environment. Alert thresholds set based on your SLAs.
Report Configuration
Standard reports configured and scheduled. Custom reports built for any specific requirements. Email delivery configured so managers receive reports without logging in.
Access Control Setup
Role-based access to recordings and reports configured. Managers see their team. Directors see everything. Compliance officers have audit access. Personal data access controls documented.
Training and Handover
Managers trained on the dashboard and reporting portal. Compliance team trained on audit access. IT team trained on administration. Documentation provided for ongoing management.
Call recording and analytics deployed across the UK.
Challenge: An Edinburgh IFA was required under FCA rules to record all client calls and retain them for five years. Their existing phone system had no recording capability and they were at risk of regulatory breach.
Outcome: FCA-compliant call recording deployed. All client calls recorded and stored with five-year retention. Audit trail configured. Compliance team satisfied. Regulatory risk eliminated.
Challenge: A Cardiff customer service centre had no visibility of agent performance. Managers were making staffing decisions based on gut feel rather than data. Call quality was inconsistent.
Outcome: Real-time dashboards and agent performance analytics deployed. Managers could see call volumes, wait times, and agent metrics live. Coaching conversations backed by data. Customer satisfaction scores improved by 18%.
Challenge: A Nottingham logistics company had disputes with customers about what was agreed on calls. Without recordings, they had no way to resolve disputes and were making costly concessions.
Outcome: Full call recording deployed. First disputed call resolved using recording within two weeks of go-live. Annual saving on unwarranted concessions estimated at over 15,000 pounds.
Ready to record every call and see your team's performance?
We will assess your recording and reporting requirements and show you exactly what call analytics would look like for your business. Free assessment, no obligation.