AI call recording
Amplify agent performance tracking, coaching, customer insights, compliance, and dispute resolution with AI call recording as part of RingCentral RingCX—driving better customer service for your contact center.
What is AI call center recording?
Call recording is a call center platform feature that captures, monitors, and stores audio conversations and screen activity. It records inbound and outbound communications between agents and customers, enabling you to monitor interactions at scale and ensure positive, consistent customer experiences.
AI call center call recording incorporates artificial intelligence into the equation, adding more value. For example, AI can transcribe audio with hyper-accuracy, create in-depth summaries of calls, pull rich analytics from recordings, and more.
This is all made possible with AI contact center recording features like those built-in to RingCentral RingCX.
All the AI call recording software features you need
What sets the best AI call center recording software apart from basic call recording tools is a broad and varied feature set. Here are a few of the cutting-edge call recording features that you get with RingCX:
Automatic or on-demand recordings
With RingCentral, you can record your calls automatically or on demand with the press of a button.
If you activate the Automatic Call Recording (ACR) option, all of your inbound and/or outgoing calls are automatically recorded and stored. Admins can turn ACR on for one or more queues.
You can then playback the call recordings right inside the RingCentral app. Or, download them to your computer to listen and review them at your convenience.
For businesses looking to record calls at scale, ACR is a huge time-saver, but you can also choose to record calls on demand.
On-demand call recording lets agents choose which calls they want to record and when. All they need to do is press a button to start and stop the recording. In alignment with data privacy laws, your customers will hear an announcement before the recording begins.
Want to customize the message callers hear when your AI call recorder kicks in? As an admin, you can record an on-brand custom announcement for your inbound calls.
Accurate AI transcription and summaries
AI transcriptions and post-call summaries empower agents to give their undivided attention to customer calls, all while enhancing productivity and reducing the risk of error.
RingCX uses artificial intelligence and machine learning (ML) to automatically—and hyper-accurately—convert audio into text.
It transcribes your calls and delivers them to you in a searchable format. So, you can quickly review conversations and locate the information you’re looking for without having to trawl through lengthy recordings.
To enhance agent productivity even further, you can also take advantage of AI call summaries.
AI call summaries capture key information from phone calls, such as action items, highlights, and decisions. This information is automatically compiled into a concise summary, relieving agents of tedious manual note-taking.
Since the summaries are included in the customer card,, call center agents can quickly reference key details from previous conversations, identifying customer needs, resolutions, trends, outcomes, and more.
Conversation intelligence
Conversation intelligence transcends simple call recording, transcription, and summaries. It involves advanced AI, ML, and natural language processing, and helps deeply analyze conversations, extract actionable insights, and facilitate streamlined, accurate documentation.
For example, it can help you capture key information from phone conversations and automatically input the call data straight to your CRM. This ensures that your information is always up to date, empowering agents and reps to deliver relevant, personalized experiences.
It’s also highly efficient at revealing actionable insights from customer interactions. Discover customer sentiment around your products, learn what they think of your competitors, and find out what topics interest them most.
Real-time and historical reports
Call center reports display crucial data about your call center performance. They’re compilations of call analytics, key performance indicators (KPIs), and metrics that provide invaluable insight into call center efficiency, productivity, agent performance, customer experience, and more.
If you get a standalone call recording tool, you’ll have to purchase a separate analytics tool and integrate it with your call recording solution. But that’s not the case with RingCentral.
Call center analytics and reporting are built into the core of RingCentral RingCX to swiftly and conveniently deliver insights exactly when you need them. There are two key types of reports you can access: Real-time and historical.
Real-time reports deliver current performance data to your dashboard. They’re essentially a live feed of your contact center KPIs, providing you with immediate access to data. In turn, you can adjust strategies in response to current conditions.
Historical reports analyze trends and patterns in data over time. This can reveal long-term trends and inform strategic decision-making and forecasting. For example, it might unveil call spikes and call downturn patterns, allowing you to effectively optimize resources during peak and off-peak periods.
It can also track agent performance on an individual, team, and business-wide level, providing deep insight into the effectiveness of your coaching materials and operational workflows.
Choosing the best AI tools for call recording
Call recording is a crucial element of running a compliant, customer-focused call center that empowers your agents. But it’s only one piece of the puzzle.
The best AI tools for recording calls are built with security, adaptability, and powerful AI features that support not just call recordings, but your entire call center operations. So, what else should you look out for in an AI call recording solution?
Security and compliance
Failing to comply with data privacy regulations can land you in legal hot water, put you at risk of data breaches, and destroy customer trust. RingCentral offers multiple layers of built-in security and is certified compliant with HIPAA, GDPR, and PCI DSS.
In some states and countries, you’re legally required to obtain the consent of callers before you record their call. This is known as “all-party consent”. When you initiate a call recording using RingCX, your customer will hear an announcement letting them know that the call is being recorded. You can use a default announcement or create your own.
When it comes to protecting your customers’ sensitive data, RingCX takes that seriously, too. Agents can mute call recordings when sensitive information is being shared by simply pressing a button. And, admins can mask personally identifiable information (PII) so that it’s omitted from summaries and transcripts.
All of your call recordings are then stored in a secure cloud environment and protected by advanced encryption to prevent unauthorized access to sensitive data. This is all alongside stringent security measures like role-based permissions, multifactor authentication, and end-to-end encryption of your call data in transit and at rest.
Integrations with CRMs and other tools
An AI call recorder is just one of the many cogs in your cloud contact center machine that help you deliver exceptional customer service.
Choose a solution that integrates with your other business tools, such as CRMs, video communications, and productivity software. This streamlines and automates workflows to boost productivity and empower access to rich and rapid insights.
RingCX offers seamless integrations with essential business tools, from CRMs like HubSpot and Salesforce to productivity tools, collaboration platforms, and more.
With a RingCentral RingCX and CRM integration, your call recordings, transcripts, and summaries are automatically sent to your CRM. Eliminate human error and ensure agents have instant access to the most up-to-date information.
For ultimate flexibility, you can leverage APIs to build custom integrations with your favorite tools.
AI-powered coaching
With dozens of phone calls happening at once, monitoring and coaching agents during live calls is a tall task for supervisors. Equally, collecting the data needed to develop valuable coaching materials is difficult when you have agents with different skill sets and weaknesses.
RingCX has AI coaching features that help you coach agents in real-time and develop personalized training materials at scale.
Built-in AI can analyze live conversations with contextual accuracy to provide agents with auto-generated advice in real-time. It might pull up information from a knowledge base in response to a customer question or deliver a step-by-step guide to help the agent complete a transactional process. It can also provide supervisors with real-time alerts, summaries, and transcripts to help them easily identify which agents require assistance.
Capable of analyzing sentiments, tone, phrases, and more, AI coaching can identify performance gaps and areas for improvement, even generating scorecards for every customer interaction.
From there, it can support managers in the creation of personalized coaching materials.
Workforce management
Workforce management (WFM) tools enhance the different internal processes that drive business performance and efficiency. This includes talent management and training, workforce planning, workforce analytics, and scheduling.
RingCX can integrate with powerful WFM solutions that collect data in real-time and automate key processes like scheduling, budgeting, and analytics. For example, you can:
- Optimize scheduling: WFM tools analyze data to create accurate forecasts, providing insight into future call demands. This empowers you to optimize employee schedules based on customer interaction volumes, along with other factors, such as agent skills and contracts.
- Plan training: WFM software reveals the best time to train agents without interfering with their workflow or overwhelming their schedule.
- Allocate resources: Use AI demand forecasting to allocate the right resources depending on daily/seasonal call volumes, customer needs, special events, and more.
Benefits of using AI for call recording
The capabilities of call recording AI solutions, then, are broad and varied. Now, let’s deep dive into the tangible benefits of using AI in call recording to empower your contact center.
It empowers your agents
AI call recording software features empower agents to embrace their full potential by streamlining their workflow and providing personalized coaching opportunities. Instead of trawling through handwritten notes to find information, agents can quickly use call recordings and searchable transcripts to get the data they need.
And because this data is sent automatically to the CRM, they get a single source of truth for call data—no more manual updating or switching between lots of different systems.
You also eliminate the time-consuming task of manual note-taking. With automated summaries integrated into their workflow, agents can fully focus on the conversation at hand without pausing or getting distracted by note-taking responsibilities.
On another level, AI call recording solutions give call center supervisors and managers access to every agent’s conversations, enhanced with rich analytics. These recordings can be reviewed to pinpoint knowledge gaps, performance issues, and other concerns that can be worked on through targeted coaching to drive long-term development.
Call recordings also make excellent training materials. You can use real calls to demonstrate poor or exceptional customer service for a well-rounded training program.
It boosts customer satisfaction
With AI supporting them, agents can focus their attention entirely on listening to customers and resolving their issues—all while the AI records, transcribes, and summarizes the call in the background. For customers, this creates experiences in which their issues are listened to attentively and promptly resolved, boosting satisfaction.
The best call recording AI tools improve customer satisfaction even further through real-time and historical reports. These reports deliver key insights into your call center performance along with customer sentiments, common pain points, competitor mentions, and more.
For example, call reports might show you that you have low first-call resolution rates or high abandonment rates—strong indicators of customer dissatisfaction. Or, it might illuminate negative customer sentiments. By analyzing your call recordings and transcripts, you can see how agents respond to these issues and get to the root of the problem.
It makes quality assurance easier
Call center quality assurance involves evaluating calls and monitoring agent performance to ensure that company procedures and best practices are followed. Ultimately, it ensures that agents are consistently delivering the level of service that you’ve promised to your customers.
Done manually, quality assurance is time-consuming and onerous. With AI call recording and related features, it’s much easier.
AI call recordings let managers review agents’ conversations to determine whether they’re meeting service levels. Calls can be analyzed to reveal how long it takes agents to reach resolutions, how effectively they handle difficult situations, and whether they’re following the proper procedures and guidelines.
With RingCX, you also get auto-generated scorecards. The AI analyzes recordings and scores conversations based on your pre-determined performance dimensions. Any recordings that don’t meet your quality expectations are automatically highlighted for quick review. This can be done day-in and day-out for continuous quality assurance at scale.
In addition, AI call recordings can provide key insights into customer sentiment. It can tell you why customers contact you, what frustrates them, and what topics (including competitors) keep coming up in conversations. These insights can help you identify process bottlenecks, see how agents handle objections, and ultimately drive better customer experiences.
It aids compliance and dispute resolution
While you can’t completely avoid disputes, you can ensure they’re handled quickly and appropriately using call recording tools. If a disagreement or conflict arises, you can refer to the call recording to listen to the conversation that took place and use this data to make swift, fair decisions.
For example, if a customer says that they were promised a discount but your agent disagrees, you can listen to the recording to verify what was said. With access to a true record of every conversation, you can avoid costly misunderstandings, clear up confusion, and come to fair resolutions to maintain customer trust.
Call recordings also aid compliance. You can monitor, search, and filter through call recordings to ensure that agents are complying with regulations like HIPAA and GDPR. These recordings can also be shared with internal and external parties if necessary to resolve legal disputes.