Companies around the world are constantly looking for ways to improve their operations. This could be either through retaining their customers or increasing their sales numbers or through team collaborations. While different companies opt for different strategies, almost every organization is looking to improve their support system and call recording software is a very important cog in the wheel to look at the changes and performance of the organization.
But what is a call recording software?
A call recording software is one that enables a company to record telephonic conversations over a VoIP or PTSN in a digital audio file format. The service also helps companies with the ability to playback, store, retrieve and share call recordings. It is imperative to not confuse call recording with call monitoring technology which comes with call logging and call tracking features.
What are the benefits of a call recording software?
A call recording software has numerous benefits in an organization. These include the likes of:
- Improving customer satisfaction
- Increase business security
- Attain performance reviews
- Reduce errors by controlling quality
- Stay compliant
- Make better use of business time
While these benefits offer incredible business advantages to an organization, it is also imperative for businesses to look at some of the important features that all the best call recording software solutions have:
- Dual-channel recording
- Quality monitoring
- Performance monitoring
- Compliance demonstration
- Marketing campaign evaluation
- Dispute resolution
- Call tracking and analytics
Now that we’ve looked at the benefits and features of a call recording, let us look at some of the best ones in the market.
Talkdesk
Talkdesk is an enterprise call recording software that helps companies make the customer experience better. The solution empowers companies with enterprise-class performance coupled with consumer-like experience making them adapt to the evolving needs of teams and customers. Owing to this, the solution offers higher customer satisfaction, cost savings, improved customer experience and increased productivity.
Key Features
Features of Talkdesk include:
- Blended Call Center
- Call Logging
- Call Recording
- Call Scripting
- Escalation Management
- Inbound Call Center
- Interactive Voice Response (IVR)
- Manual Dialer
- Outbound Call Center
- Predictive Dialer
- Progressive Dialer
- Queue Management
- Real-time Chat
- Reporting/Analytics
Pricing
For details on pricing plans, one must contact the provider directly.
Free trial
To find out more about the availability of a free trial, one must contact the provider directly.
Reviews Unplugged
Pros
- The solution offers ease of use on every front, making it a treat to use the software.
- Talkdesk allows for integration with Salesforce which makes it extremely advantageous as an enterprise call recording software.
- The interface is very easy to navigate and from a user’s point of view, the solution makes it extremely easy to answer and transfer calls using a web widget.
Cons
- The solution is not as user intuitive as one would like.
- The support guides to set up the software are not particularly helpful.
- The billing system of the solution is not as transparent as consumers would like.
CallHippo
CallHippo is a business telephony system or call recording software that helps organizations connect with their customers. An easy-to-use solution with robust functionality with numerous features like automatic call distribution, power dialer, along with extensive reporting features, the solution empowers different sales and support teams to have an effective interaction with customers.
Key Features
Features of CallHippo include:
- Auto-Dialer
- Call Center Management
- Call Monitoring
- Contact Management
- IVR / Voice Recognition
- Predictive Dialer
- Reporting/Analytics
- Telemarketing Management
- VoIP
Pricing
Pricing plans for CallHippo start at $14 per user, per month.
Free trial
CallHippo does not offer a free trial.
Reviews Unplugged
Pros
- The interface of CallHippo is intuitive and is very easy to learn, use and administer.
- The technical support team of CallHippo is very responsive and prompt.
- The solution is rich with extensive features along with working on a PC app, phone application, among other switchboard options.
Cons
- The quality of the product isn’t as good as one would like it to be.
- The PC application is quite buggy, with calls being dropped, and SMS texting not working the way it should.
- The setup process is not as seamless as one would like and is tricky.
Bitrix24
Bitrix24 is one of the most prominent social knowledge management and collaboration platforms used extensively by companies across the world. Available both as an on-premise or on the cloud, the solution is available with open source code access.
Key Features
Features of Bitrix24 include:
- Cataloging/Categorization
- Collaboration
- Decision Tree
- Discussion Boards
- Full-Text Search
- Knowledge Base Management
- Self Service Portal
- Appointment Reminders
- Automated Scheduling
- Calendar Sync
- Client Database
- Group Scheduling
Pricing
Pricing plans for Bitrix24 start at $24 per month.
Free trial
Bitrix24 does offer a free trial.
Reviews Unplugged
Pros
- Bitrix24 is one of the most prominent call recording software solutions out there thanks to its myriad features and integrations.
- The user interface of Bitrix24 is quite intuitive and easy to navigate.
- The solution is highly customizable giving organizations the opportunity to change it the way they’d like.
Cons
- The customer support at Bitrix24 is limited and the time taken to resolve a query is long.
- The report generation feature of the software solution is not up to the mark.
- The widgets offered by the solution are very heavy and can weigh down on the website, making it slow.
MyOperator
MyOperator is cloud-based call management and call recording software solution that helps businesses to simplify the customer calling experience with advanced solutions. The solution is very prominent with an extensive user base of over 6000 companies spread across over 97 countries.
Key Features
Features of MyOperator include:
- Auto-Dialer
- Call Center Management
- Call Monitoring
- Contact Management
- IVR / Voice Recognition
- Predictive Dialer
- Reporting/Analytics
- Telemarketing Management
- VoIP
Pricing
Pricing plans for MyOperator start at $10 per month.
Free trial
MyOperator does provide users with a free trial.
Reviews Unplugged
Pros
- The application is very user-friendly and does not need any hardware setup.
- The application provides a live call widget which is very helpful to fetch the details of the caller.
- The support team is available round the clock and is quite intuitive with the way they resolve the queries.
Cons
- The functionality around assigning missed calls isn’t available.
- The looping services of the application have a lag when connecting from the operator through the application.
CloudTalk
CloudTalk is one of the prominent call recording software solutions that is built for modern businesses. The solution is known for simplifying the lives of customer support and sales teams with its advanced calling features. The solution also improves communication with different prospects with integration across the existing eCommerce and CRM systems.
Key Features
Features of CloudTalk include:
- Blended Call Center
- Call Logging
- Call Recording
- Call Scripting
- Campaign Management
- Escalation Management
- Inbound Call Center
- Interactive Voice Response (IVR)
- Manual Dialer
- Outbound Call Center
- Predictive Dialer
- Progressive Dialer
- Queue Management
- Reporting/Analytics
Pricing
Pricing plans for CloudTalk start at $20 per month, per user.
Free trial
CloudTalk does offer a free trial for its users.
Reviews Unplugged
Pros
- The integration process for CloudTalk is a treat with a dedicated sales manager taking care of the entire process.
- The dashboard of the software has everything that one needs with the interface being easy to use and straightforward.
- The solution also allows for one to view and respond to SMSs, making it extremely convenient.
Cons
- The customer service may not always respond swiftly.
- The application is buggy when it comes to showing the status of users.
- The solution does not offer a mobile application for Android users.
Dialpad
Dialpad is a cloud-based, affordable, feature-packed call center software that improves agent effectiveness and customer experience, giving out better conversations. The solution lets organizations manage and coach agents from any corner of the world with its robust analytics dashboards.
Key Features
Dialpad has numerous features including the likes of:
- Call Logging
- Call Recording
- Escalation Management
- Inbound Call Center
- Interactive Voice Response (IVR)
- Manual Dialer
- Outbound Call Center
- Queue Management
- Reporting/Analytics
Pricing
Pricing plans for Dialpad start at $15 per user, per month.
Free trial
Dialpad does offer a free trial.
Reviews Unplugged
Pros
- One of the best features of Dialpad is its Voice AI that lets users analyze the interaction.
- Deployment and integration of Dialpad couldn’t be any simpler. It is quick and convenient.
- The communication on the mobile application is constantly synced with the computer application, making it easy to work with.
Cons
- One of the biggest caveats of Dialpad is its interface and its interoperability with other applications.
- The application has numerous restrictions on groups.
Callcap
Callcap is a prominent call monitoring and tracking solution that companies use to improve effectiveness, staff performance and ROI. The solution is very effective in helping companies train their employees, decrease their costs and communicate effectively and efficiently with the existing clientele.
Key Features
Callcap’s features include:
- CRM
- Call Recording
- Call Routing
- Call Tracking Metrics
- Caller Identification
- Conversion Tracking
- IVR / Voice Recognition
- Keyword Tracking
Pricing
Pricing plans for Callcap start at $29 per month.
Free trial
Callcap does provide a free trial.
Reviews Unplugged
Pros
- The software does what it is meant to effectively.
- The support is reliable and quick in resolving any issues.
- The solution also helps us text our customers from the main office number without anyone having to use their personal phones.
Cons
- The sheets and reports that are generated are very difficult to read and comprehend.
- The evaluations of the software are wrong and unreliable.
- The software does not have the option of integrating with other APIs.
Aircall
Aircall helps companies dial prospects and close deals quicker by giving sales reps an upper hand. The solution’s flexible sales dialer helps reps dial multiple prospects automatically in a sequential queue while giving out crucial contact information in the phone’s interface. With over 6000 companies using the software, Aircall is one of the most prominent call recording software solutions out in the market.
Key Features
Features of Aircall include:
- Call Disposition
- Call Recording
- Call Scheduling
- Power Dialer
- Preview Dialer
- Progressive Dialer
- Call Logging
- Call Monitoring
- Call Recording
- Call Routing
- IVR / Voice Recognition
- Mobile Access
- Virtual Call Center
- Web Conferencing
Pricing
Pricing for Aircall starts at $30 per month, per user.
Free trial
Aircall does offer a free trial.
Reviews Unplugged
Pros
- Aircall is very easy to set up and has an extensive list of features.
- One of the biggest advantages of the solution is the feature to pause a call while taking down sensitive information from the customer.
- The level of integration with the CRM and its ability to be used across multiple devices makes Aircall a treat to use.
Cons
- The solution freezes often and has connectivity issues making it extremely unreliable.
- The updates for the solution are not regular and take time to be implemented.
- The solution does not offer the feature of sending and receiving text messages.
Genesys Cloud
Genesys Cloud is a prominent all-in-one cloud call recording software that helps companies understand and manage omnichannel interactions to a convenient customer journey. The intuitive, easy-to-use tool helps employees manage communications across chat, voice, email, text among other mediums. The solution is also malleable to work for supervisors, IT admins or agents.
Key Features
Features of Genesys Cloud include:
- Blended Call Center
- Call Logging
- Call Recording
- Call Scripting
- Campaign Management
- Escalation Management
- Inbound Call Center
- Interactive Voice Response (IVR)
- Manual Dialer
- Outbound Call Center
- Predictive Dialer
- Progressive Dialer
- Queue Management
- Real-time Chat
- Reporting/Analytics
Pricing
Pricing plans start at $69.99 per user, per month.
Free trial
Genesys Cloud does not offer a free trial.
Reviews Unplugged
Pros
- The solution offers incredible stability paired with an easy-to-use interface.
- The features and integrations that are available are very innovative and productive.
- The expansion capabilities of the solution are extensive and useful.
Cons
- The integration process and usability with other legacy products are quite an inconvenience.
- Too many updates, way too regularly make it an annoying experience.
- The support is very unresponsive and erratic in resolving any queries.
Avoxi
Avoxi is an effective, easy-to-use, cloud-based call recording software solution that helps manage business communications effectively through a web-based contact center. Available in more than 170 countries, Avoxi lets one integrate their contact center solution with their voice service.
Key Features
Features of Avoxi include:
- Blended Call Center
- Call Logging
- Call Recording
- Inbound Call Center
- Interactive Voice Response (IVR)
- Manual Dialer
- Queue Management
- Reporting/Analytics
Pricing
Pricing plans for Avoxi start at $19.99 per user, per month.
Free trial
Avoxi does offer a free trial.
Reviews Unplugged
Pros
- The software has all the requisite features and helps in managing all the DID needs.
- The operations management is very easy, and its price point makes it an effective choice.
- The technical and customer support of Avoxi are very good.
Cons
- The voice quality is not up to the mark.
- The operations aren’t as stable as one would like.
