Calls are recorded multiple times as they transit our network to ensure recording regardless of any hardware failure, and are instantly replicated to multiple physical data for resilience.

We store your encrypted calls for as long as you want, making them instantly accessible to your authorised users. This may be for legal compliance purposes, or for quality and process improvement and evidencing transactions.

Our fully managed, hosted solution is available on a pay as you go basis. Being cloud based means you can easily support multiple locations and remote working agents. It also means we can deliver significant savings and a low cost of ownership. There are no capacity restrictions or line limits.

Flexible web based reporting and real-time dashboards give you access to the information you need at the click of a mouse whenever and wherever you need it. There are over 60 Management Information reports available as standard through the web client.

Authorised users can share copies of calls by email with a single click, whilst variable speed of playback controls allow users to home in on disputes and listen at slow playback speeds to determine problem resolution.

High speed playback with voice pitch adjustment allows those who need to listen to large number of calls to get through more work more quickly and then slow down at a click if they find an event that requires more careful listening.

BT Cloud Call Recording tightly integrates to both our own BT Cloud Contact Centre and other ACD platforms to provide an integrated experience that provides tight indexing of calls with data from the contact centre.

API toolkits facilitate simple integration of call recordings to your CRM or business applications.

BT Cloud Call Recording is compliant to all key standards including ISO27001, FCA, DMA, and is a PCI Compliant application out of the box. Our advanced PCI Option offers the ability to take your call centre out of scope for PCI.

Optimise Screen Recording offers the ability to get the whole insight into a transaction. If any agent sounds flustered on the phone is it lack of knowledge or were they covering delays in application speed or desktop problems? With Screen recording - you will know.

Capturing synchronised voice and screen activity and playing back from your web browser enables total visibility of the agent interaction and workflow that surrounds the transaction.

You’ll have a much clearer picture of agent training needs, the end to end customer experience and be able to improve business system usage and utility.

Customer feedback is hugely important when it comes to continuous improvement and ultimately customer satisfaction. Optimise Customer Survey option offers automatic post-call interactive surveys allowing you to integrate direct end user feedback quickly and easily after call completion, without the potential for their message to get diluted by a 3rd party marketing agency’s or human interpretation.

Customer Feedback is often the missing link in the quality management chain. By involving the callers themselves in providing real feedback after the call ends, organisations validate their own scoring and coaching methodology with the reality of the customer’s own opinion.