What it does, practically
Every inbound and outbound call is recorded automatically, stored securely in the cloud, and retrievable in seconds — by number, extension, date or direction. The three jobs it does daily: dispute resolution (the customer who insists they were quoted differently meets the recording, politely); coaching (your best closer's calls become the training library); and compliance — regulated firms from financial advisers to solicitors get retention rules, and recordings that survive staff turnover. Pause-and-resume handles card payments (PCI), and announcements tell callers they're recorded — configured once, forgotten thereafter.
The honest details
Retention is configurable — 30 days to 7 years — priced by storage, not per drama. Recordings belong to you, exportable any time (some providers hold them hostage at contract end; we think that's disgraceful). GDPR: recording business calls is lawful with legitimate interest and notification, and we set the announcement wording up as standard. It's a per-user toggle on our cloud systems, not a project.
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Frequently asked questions
Is call recording legal in the UK?
Yes, for legitimate business purposes with appropriate notification — which our standard announcements handle. Regulated activities may have specific retention requirements; we configure those with you.
Can I pause recording for card payments?
Yes — pause/resume keeps you PCI-friendly, either agent-triggered or automatic during payment steps.
Do recordings transfer if we ever leave?
Yes — they're your data and export is straightforward. Ask any provider this question before signing; the answer tells you a lot.