Enables businesses to record and analyze phone calls to understand customer interactions better. Features include call analytics, automated call transcription, and integrations with marketing tools.
Solutions that record customer interactions, facilitate quality assessment, and identify training opportunities for service representatives.
More Call Recording and Quality Monitoring Systems
More Customer Service ...
|
Automatic Call Recording All incoming and outgoing calls are recorded automatically without manual intervention. |
CallRail automatically records all incoming and outgoing calls when call recording is enabled; documentation and marketing clearly support this. | |
|
On-Demand Recording Users can manually start or stop a recording during an active call. |
CallRail lets users enable/disable call recording on a per-number or per-call basis, implying on-demand manual controls. | |
|
Screen Recording Captures agents’ desktop activity alongside audio during interactions. |
No information available | |
|
Multi-Channel Recording Enables capturing of calls from multiple communication channels (e.g., phone, VoIP, chat, video). |
No information available | |
|
Stereo/Mono Channel Support Ability to record calls in either stereo or mono audio format. |
No information available | |
|
Recording Retention Period The duration for which call recordings are stored and accessible. |
No information available | |
|
Recording Search Functionality Advanced search options by date, agent, customer, keywords, or other metadata. |
Advanced search/filter for recordings by date, tracking number, and other metadata are advertised in CallRail UI. | |
|
Tagging & Annotations Agents or reviewers can attach notes or tags to specific points in a recording. |
No information available | |
|
Selective Call Recording Rules to record only specific interactions based on predefined criteria (e.g., VIP clients, escalations). |
No information available | |
|
Live Monitoring Supervisors can listen to ongoing calls in real time. |
No information available | |
|
Download Options Ability for authorized users to download recordings for offline analysis or legal purposes. |
Users can download call recordings. This is a core feature per product documentation and interface. | |
|
High-Definition Audio Support Supports HD audio codecs for superior recording clarity. |
No information available | |
|
Recording Encryption Records are encrypted during storage and transmission to meet security standards. |
CallRail uses encryption to secure recordings both during transmission and storage. | |
|
Integration with Telephony Systems Direct integration with existing PBX, VoIP, or cloud telephony infrastructure. |
CallRail integrates directly with major VoIP and phone carrier telephony systems. |
|
Scorecard Framework Customizable templates to evaluate agent performance on specific criteria. |
. | No information available |
|
Automated Quality Analysis AI-driven sentiment, emotion, and compliance detection for automated scoring. |
. | No information available |
|
Calibration Tools Tools to align quality standards across evaluators for consistent scoring. |
. | No information available |
|
Real-Time Feedback Provides immediate feedback to agents based on ongoing assessments. |
. | No information available |
|
Dispute/Appeal Management Process for agents to challenge or appeal quality evaluations. |
. | No information available |
|
Quality Trends Dashboard Visual analytics on quality scores, trends, and areas for improvement. |
. | No information available |
|
Sampling Logic Customizable logic to determine which calls are selected for quality review. |
. | No information available |
|
Evaluation Workflow Management Structured workflow for assigning, reviewing, and approving quality assessments. |
. | No information available |
|
Agent Self-Assessment Tools Allows agents to assess their own calls for self-improvement. |
. | No information available |
|
Anonymous Evaluations Evaluations can be completed without the agent being aware of the reviewer’s identity. |
. | No information available |
|
Integration with eLearning/LMS Connects with learning management solutions to trigger relevant training modules. |
. | No information available |
|
Coaching Assignment Enables supervisors to link quality feedback directly to follow-up coaching sessions. |
. | No information available |
|
Trend Analysis Over Time Analyzes improvement or decline in agent metrics across periods. |
. | No information available |
|
Multi-Language Support Assessment tools support evaluation in multiple languages for global teams. |
. | No information available |
|
Benchmarking Capabilities Compares quality scores against industry or internal benchmarks. |
. | No information available |
|
GDPR Compliance Supports compliance with EU General Data Protection Regulation for personal data handling. |
CallRail provides GDPR-compliant mechanisms and documentation on request for EU customers. | |
|
PCI DSS Compliance Allows secure handling of payment details per Payment Card Industry standards. |
No information available | |
|
HIPAA Compliance Enables secure management of health information in line with US regulations. |
No information available | |
|
Data Masking Tools Masks or redacts sensitive information from recordings and transcriptions. |
No information available | |
|
Audit Log Detailed log and history of access or changes to recorded data. |
CallRail maintains robust audit logs for access and activity on recordings (noted in security documentation). | |
|
Consent Management Captures and manages explicit customer consent for recording. |
CallRail allows clients to customize consent notifications and tracks consent status; essential for compliance in regulated industries. | |
|
Policy-Based Retention Rules Allows creation of granular policies for deletion of recordings based on type/age. |
No information available | |
|
Legal Hold Capabilities Prevents deletion of recordings that are subject to litigation or investigation. |
No information available | |
|
User Access Controls Role-based permissions for system and recording access. |
CallRail provides user access control and permission management as standard (user roles and team management in portal). | |
|
Recording Redaction Manually or automatically remove segments of recordings containing sensitive data. |
No information available | |
|
Encryption at Rest and In Transit Ensures all recordings are encrypted both in storage and during transmission. |
CallRail advertises encryption of data at rest and in transit via HTTPS and encrypted storage. | |
|
Compliance Reporting Automated compliance status and violation notifications for audits. |
No information available | |
|
Secure Deletion Permanently removes data from storage devices after the retention period expires. |
No information available |
|
CRM Integration Seamless connection to customer relationship management systems (e.g., Salesforce, MS Dynamics). |
CallRail offers integrations with CRM platforms, including Salesforce and HubSpot (listed on integrations page). | |
|
Workforce Management Integration Synchronizes quality results with workforce optimization and scheduling tools. |
No information available | |
|
API Availability APIs for extracting recordings, analytics, or quality data programmatically. |
API access is available for extracting call data, recordings, and analytics from the CallRail platform. | |
|
Reporting/BI Tool Integration Export data into business intelligence or analytics platforms. |
Integration with Google Analytics and other BI tools is supported for analytics/reporting. | |
|
Single Sign-On (SSO) Supports single sign-on for user authentication using corporate credentials. |
CallRail integrates with SSO providers for authentication (noted in enterprise offering and documentation). | |
|
Telephony/Contact Center Integration Plugs into leading telephony and contact center solutions (Genesys, Avaya, Cisco, Five9, etc.). |
CallRail is designed for telephony/contact center integration; supports standard and cloud PBX systems. | |
|
Cloud Platform Compatibility Works with preferred cloud services (e.g., AWS, Azure, Google Cloud Platform). |
CallRail operates as a SaaS cloud solution (AWS); compatible with major cloud platforms. | |
|
Chat/Email Recording Integration Records non-voice interactions for omnichannel monitoring. |
CallRail records and transcribes SMS and form tracking, enabling multi-channel non-voice recording. | |
|
Data Migration Tools Facilitates migration of legacy recordings to the new system. |
No information available |
|
Standard Reporting Suite Pre-built, out-of-the-box reports for common metrics and KPIs. |
Out-of-the-box call tracking and analytics dashboards; standard reporting suite is available in the platform. | |
|
Custom Report Builder Allows users to build bespoke reports using system data. |
No information available | |
|
Real-Time Analytics Dashboard Live display of key statistics and ongoing interaction metrics. |
Live call analytics dashboard available to users as per product features. | |
|
Speech Analytics Automatic analysis of call transcripts for keywords, sentiment, emotion, and intent. |
Automated call transcription and keyword spotting are prominent CallRail features. | |
|
Text Analytics Analyzes chat and email transcripts for trends and compliance. |
No information available | |
|
Trend Visualization Graphical visualizations for quality, compliance, and volume metrics. |
CallRail provides trend analysis and visualizations for KPIs and analytics in dashboard views. | |
|
Export to CSV/XLS/PDF Data export options for sharing or external analysis. |
Reports can be exported to standard formats including CSV from the CallRail platform. | |
|
Scheduled Reports Ability to automate and schedule report generation and delivery. |
CallRail supports scheduling of reports and automated exports. | |
|
Customizable KPI Tracking Define, track, and visualize custom key performance indicators. |
No information available | |
|
Alerts & Notifications Automated alerts for threshold breaches or compliance violations. |
. | No information available |
|
Role-Based Access Control Restricts or permits user actions based on role (admin, supervisor, agent, auditor, etc.). |
Role-based access controls and team management is supported through the admin interface. | |
|
Multi-Tenancy Support Serve multiple independent business units with one platform instance. |
No information available | |
|
Accessibility Compliance (WCAG/ADA) Supports users with disabilities in meeting accessibility standards. |
No information available | |
|
Self-Service Portal Enables users to manage their own settings, searches, and downloads. |
CallRail provides a user portal for managing recordings, user preferences, and searches. | |
|
Audit Trails Tracks user access and actions throughout the application. |
Audit trails on user activity are present in the admin dashboard for compliance purposes. | |
|
Multi-Language UI Interface is available in multiple languages for global teams. |
No information available | |
|
Mobile Access Web/mobile applications enable supervisors or executives to access insights remotely. |
Web and mobile (app and web browser) access for supervisors and authorized users is available. | |
|
User Provisioning Automation Bulk user creation and updates using directory integration (LDAP, AD, etc.). |
No information available |
|
Concurrent Users Supported Maximum simultaneous user connections supported. |
No information available | |
|
Recording Storage Capacity Total volume of audio/video recordings system can retain. |
No information available | |
|
Average Search Speed Time taken to retrieve recordings with standard search criteria. |
No information available | |
|
High Availability (HA) Architecture Redundancy and failover features for continuous operation. |
Operates on AWS infrastructure with redundancy and failover for high availability. | |
|
Load Balancing Support Balances workload across system resources for peak traffic. |
No information available | |
|
Elastic Scaling Dynamically increases/decreases resources as call volume fluctuates. |
Elastic scaling is native to CallRail’s cloud-based SaaS architecture. | |
|
Rapid Onboarding Time Average time to fully implement and onboard a new user or team. |
No information available |
|
Automated Training Assignment System triggers relevant training modules following failed quality assessments. |
. | No information available |
|
Coaching Session Scheduling Allows supervisors to schedule and track coaching sessions within the platform. |
. | No information available |
|
Call Snippet Bookmarking Mark and extract key interaction moments for use in training sessions. |
. | No information available |
|
Integrated Knowledge Base Repository of reference materials accessible for on-demand agent learning. |
. | No information available |
|
Performance Goal Tracking Set and monitor progress toward individual or team improvement objectives. |
. | No information available |
|
Peer Comparison Dashboards Visual representations of agent performance against peers for motivational insights. |
. | No information available |
|
Feedback Loop Recording Ability to track and review the effectiveness of coaching interventions over time. |
. | No information available |
|
On-Premise Deployment Available as locally installed software within the corporate network. |
. | No information available |
|
Public Cloud Hosting Offered as a managed service in public cloud environments. |
. | No information available |
|
Private Cloud Hosting Deployed within an isolated, dedicated cloud infrastructure. |
. | No information available |
|
Hybrid Deployment Supports mixed on-premise and cloud deployments for flexibility. |
. | No information available |
|
Disaster Recovery Options Automated backups and failover in case of data center outages. |
. | No information available |
|
Regional Data Residency Ability to specify the geographic location of recorded data. |
. | No information available |
|
Multi-Region Redundancy Data and services replicated across geographic regions for resilience. |
. | No information available |
|
Modern Web-Based UI Interface designed for ease of use, clarity, and fast workflow. |
Simple, modern web UI designed for usability is showcased and promoted in demos and product videos. | |
|
Customizable Dashboards Users and managers can tailor dashboard layouts and views. |
No information available | |
|
Guided Workflows Step-by-step processes for common tasks such as evaluations or call reviews. |
No information available | |
|
Bulk Actions & Shortcuts Enables batch processing for repetitive administrator and reviewer tasks. |
No information available | |
|
Contextual Help & Tooltips Inline help resources directly available during navigation. |
No information available | |
|
Agent & Supervisor Modes UI customizes features based on user role for simplicity. |
No information available | |
|
Instant Search Bar Search for calls, agents, or feedback instantly from any screen. |
CallRail supports instant search and filter functionality for recordings and numbers directly from the dashboard. |
|
24x7 Support Availability Customer support accessible around the clock. |
Support is offered 24/7 via chat and email (as advertised on CallRail’s support/FAQ pages). | |
|
Dedicated Account Manager Single point of contact for all account-related needs. |
No information available | |
|
Vendor-Led Training Programs Formal onboarding and refresher courses delivered by vendor. |
CallRail provides onboarding webinars, documentation, and training sessions for clients. | |
|
User Community & Knowledge Forums Access to peer community and collective learning resources. |
Active user community and help center for CallRail users are available. | |
|
Service Level Agreements (SLAs) Documented uptime, response, and resolution targets. |
CallRail publishes SLA, uptime, and target response metrics for enterprise clients. | |
|
Regular Feature Updates Continuous delivery of new capabilities and improvements. |
Regular product and feature updates are mentioned in CallRail's release notes and blog. | |
|
Professional Services Offering Access to consulting on system adoption, integration, and best practices. |
No information available |
This data was generated by an AI system. Please check
with the supplier. More here
While you are talking to them, please let them know that they need to update their entry.