Call Recording captures every voice interaction with configurable rules, secure cloud storage, and search tools that let you find any recording in seconds. Use recordings for training, dispute resolution, QA, and compliance — without the manual work of managing audio files.
Set recording rules once and the system handles everything from there. Recordings start automatically based on your policies — by queue, user group, call direction, or across all calls — with no manual action required by agents or supervisors.
All recordings are stored in encrypted cloud storage with access restricted by role. Only authorised users can play back, download, or share recordings — protecting sensitive conversations from unauthorised access.
Find any recording in seconds using filters for date, agent, duration, queue, or phone number. Search tools are designed for the reality of high-volume teams where locating a specific recording quickly is a regular operational task.
Listen to recordings directly in the admin interface without needing to download audio files. In-browser playback includes timeline scrubbing so supervisors and QA teams can quickly jump to the relevant part of a call.
Recording access is governed by role-based permissions. Supervisors access all recordings in their scope; agents may be given access to their own calls for self-coaching. Permissions are configured in the admin portal.
Pause-on-PCI functionality stops recording automatically during sensitive data entry — such as card number collection — and resumes when the sensitive section ends. Retention periods are configurable to meet archival requirements. Contact MCC to confirm specific compliance features available.
Supervisors can review real calls with agents rather than relying on memory or self-reporting, making coaching sessions more specific and actionable.
When a customer disputes what was agreed, a call recording provides an immediate, reliable reference — protecting the business and the customer equally.
Automatic recording with configurable retention means your compliance record builds itself. Contact MCC to confirm recording controls available for your regulatory context.
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Capture, secure, and search every voice interaction automatically.