The Best Call Recording Software of 2020

With so many call recording tools and solutions to choose from, we've compiled this free comparison guide to help you compare and identify truly the best call recording software for your specific needs.

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Provider
Features
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Complete Call Tracking Software Built By Marketers
  • Simple to understand and use dashboard to determine where the best leads are generated
  • Enhance the customer journey with messages, greeting messages and automated text replies
  • Generate local, toll free and international telephone numbers in under 30 seconds
Data and Insights to Drive More Customer Calls
  • Monitor caller's interactions with your website before, during and after the call ends
  • Establish caller profiles by capturing relevant data including location, device and time of call
  • Best in class dynamic number insertion, scalable to meet the largest demands
Advanced Call Tracking for Data-Driven Marketers
  • Local and toll-free numbers in both the United States and Canada to choose from
  • Option to port any existing phone numbers for complete business continuity
  • Dynamic Number Insertion to automatically show the right tracking number to each visitor
Closely Monitor Customer Experiences and Sales
  • Go beyond phone calls and track actual conversations to see your true ROI
  • Immediate alerts provide information you need to successfully resolve customer's issues
  • Connect with customers through recorded outbound calls and automated voice surveys
Agency Level Multi-Channel Call Attribution
  • Track calls from paid search, online advertising, direct mail, TV, trade shows, and more
  • Integrate text messaging into advertising call tracking for more effective communication
  • Optimize your marketing campaign performance to increase ROI
Reliability Powered by the Proven Twilio Network
  • Deep phone number inventory with plenty of area codes and numbers to choose from
  • Custom reporting and analytics to deliver deep insights on only relevant information
  • Intelligent lead routing to dynamically direct calls to the right agent based on caller needs
Agency Level Tracking for Calls and Web Forms
  • Dynamic number insertion to easily display numbers based on specific campaigns
  • Track and attribute calls, web forms, keywords, web chats and even special events
  • White label solution with complete interface, reporting and notification branding
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PhoneWagon
5.0
Overall Score
  • Simple to understand and use dashboard to determine where the best leads are generated
  • Enhance the customer journey with messages, greeting messages and automated text replies
DialogTech
3.2
Overall Score
  • Monitor caller's interactions with your website before, during and after the call ends
  • Establish caller profiles by capturing relevant data including location, device and time of call
CallRail
4.9
Overall Score
  • Local and toll-free numbers in both the United States and Canada to choose from
  • Option to port any existing phone numbers for complete business continuity
CallCap
4.6
Overall Score
  • Go beyond phone calls and track actual conversations to see your true ROI
  • Immediate alerts provide information you need to successfully resolve customer's issues
CallTrackingMetrics
4.1
Overall Score
  • Track calls from paid search, online advertising, direct mail, TV, trade shows, and more
  • Integrate text messaging into advertising call tracking for more effective communication
Twilio
4.8
Overall Score
  • Deep phone number inventory with plenty of area codes and numbers to choose from
  • Custom reporting and analytics to deliver deep insights on only relevant information
WhatConverts
5.0
Overall Score
  • Dynamic number insertion to easily display numbers based on specific campaigns
  • Track and attribute calls, web forms, keywords, web chats and even special events

What is Call Recording Software

Call recording software is software that allows computers to digitally record the audio from ongoing

calls. These may be incoming or outgoing calls.

Training is a popular reason for call recording since sales teams can utilize successful calls as examples for new members that have just been onboarded. It is used for marketing by recording the feedback of customers so that you can factor it into future campaigns.

Many companies also use call recording software for the purpose of quality assurance since it allows managers to keep tabs on their employees and discern whether or not they’re providing top-shelf service to all callers.

Callers on another phone line must be notified that the call is being recorded to ensure that no laws are broken. You can fulfill this requirement with an automated message that most call recording software already comes with. Alternatively, callers can also be informed manually.

Recording VoIP Calls vs Traditional Landlines

Calls made on both standard telephone lines as well as VoIP phones can be recorded with call

recording software. Recording VoIP calls is easy since they’re transmitted through the internet rather than archaic cables.

When recording calls that are transmitted through digital and analog lines, you’ll need to use a recording board. No such requirements are present for calls that are made using VoIP lines though, adding another benefit to the long list of reasons why you should make the switch.

Those using a recording card will have a line that either goes to the phone or the PBX. If the line continues to the phone then this is known as extension-side recording. Conversely, connecting to the PBX is known as trunk-side recording.

Both methods provide the same result, with the key difference being where the actual recording happens. You can only record internal calls with extension-side recording though as opposed to trunk-side.

Some teams express concerns regarding audio quality and whether or not recording may distort the call. However, since the connection is passive there will be no alteration or distortion to the audio.

Storage and Security

Most call recording software lets you store and share your recordings, making it easy for employees to

pass information and to backup recordings using cloud storage.

There are many examples of call recording software being confused with call tracking and call logging software, despite both serving different purposes. Call tracking provides information on incoming calls while call logging is used to gather facts about calls in general.

Security measures such as encryption ensure that no leaks occur. This is key since companies are generally liable for keeping the sensitive information they record private.

There’s no shortage of free apps for this very purpose, and even those that require a paid subscription are affordably priced due to the highly competitive landscape. The best call recorder apps can handle inbound and outbound calls and record in several compatible audio file types.

How Does Call Recording Software Work

Most call recording software is very easy to use and only takes a few minutes of setup. Do your

research before choosing one to ensure you pick a recorder that meets your needs. For instance, Google Voice can’t record outgoing calls.

Depending on the software that you use, you get the option of manual or automatic call recording. An automatic call recorder ensures all incoming and outgoing calls will be recorded without you having to perform any secondary actions.

Managing your Storage

This can be very storage-intensive though if you receive high volumes of calls on a daily basis, which is

why many people prefer to set their software to manual. In this state, a record button will be present when calls are active, allowing you to choose which calls you want to record.

You might worry that it will be hard to find the specific recording you’re looking for once you have dozens or even hundreds of files saved. Fortunately, most call recording software lets you sort recordings by date, length, and caller.

Call recording has long been held back by the storage constraints of the business world. Through technological advancements like Dropbox, Google Drive, and other cloud storage platforms, these obstacles are quickly dissipating.

Depending on the storage capacity of your Drive account, you could either store specific high-value call recordings or even backup your entire reservoir. After all, G Suite users on Business or Enterprise plans already have unlimited cloud storage.

Skype even has call recording integrated as a base feature meaning you won’t need to use additional software when conducting your meetings on their platform. Simply click the options button during a call (represented by three dots) then hit “start recording.”

WhatsApp users can download third-party applications that let them record calls without the need for additional hardware. When using most mobile recorders, you’ll even be able to store the recordings on your SD card.

There are certain call recording programs that let you convert from one file format to another without the need for any external converters. That being said, you should save in the right format the first time around to save time as well as storage space.

Key Features and Benefits of Call Recording Software

Caller ID

Caller ID is a cornerstone of any VoIP platform, even beyond the context of call recording software.

This call recording feature saves time since they won’t have to pick up the phone every time a call comes in just to find out who’s on the line.

It also has extensive applications for support teams since they’ll be able to see which caller they’re currently assisting. Nothing annoys customers more than contact center support agents who keep asking who’s on the line.

Cloud storage

If you take a lot of calls and want to back all of them up then you’ll need to find a cost-effective means

of storing them. Physical drives get rather expensive over time, especially if you store recordings in uncompressed formats.

This is why it’s so important to pick call recording software that features cloud storage capabilities. Storing data on the cloud is cheaper than relying on external drives to archive your recordings. Depending on whether you use a pro version or a free version, you might get unlimited storage.

Find a call recorder that indexes stored files across all linked cloud platforms to cut down on searching time. If you use call recording solutions that link to multiple platforms but don’t index the files locally, you’ll need to go through each platform until you find the right file.

Dialer tools

Predictive dialers can come in handy if you have multiple call center agents working on the same

inbound phone number. It will call multiple contact center agents simultaneously while using a software algorithm to estimate how long until an agent can serve a customer.

Many call recording programs come with features like these that can make it easier for your sales or support teams to keep up with high volumes of incoming calls. Configure the queuing mechanism of the dialer for the most efficient call queues.

Multi-format support

It’s key that you find a call recording software that can store data in multiple formats. WAV and MP4 are

the most common. Both formats are frequently used as a means of audio storage, but there are key differences between them.

WAV files aren’t compressed meaning that they can provide very high-quality audio but they take up way more storage space and thus are not suitable as a means of backing up all phone conversations unless you’re using a cloud platform to archive recordings.

MP4 files are easier to store since they make the original files far smaller, but conserving storage space comes at the cost of quality loss. This makes it suited to mass storage but far from ideal for recording important calls that you may need to review or present as training material at your call center.

Apps

Regardless of which call recording software, you end up choosing, it’s important to pick one that has

multi-platform support. This includes call recording apps for iPhone, Android, Mac, Windows, and even Linux in some cases. You can never have too much compatibility trying to record phone calls.

This level of cross-platform functionality ensures that you’ll never find yourself without access to your cache of recorded calls. Furthermore, if your Mac or Android device freezes during a presentation, you can simply switch over to your smartphone and resume the playback.

Types of Businesses That Need Call Recording Software

Call recording software can be useful in multiple businesses and departments. Here are a few examples:

Sales

Sales departments can greatly benefit from the use of call recording software since it allows them to

split test their campaigns. If they have a new script that they want to try out, they can record these trial conversations to gauge how prospects react to it.

It’s far easier to analyze the reaction of a prospect when you can play the recording back over and over again rather than having to gauge their reception in real-time while on the call. As we mentioned earlier, these recordings can then be used to train sales rookies.

Support

Support teams are one of the most obvious use cases for call recording software. Whether it’s

customer satisfaction surveys after a ticket has been resolved or the need to reflect on previous conversations in an effort to conclude an ongoing problem, call recording can be very handy.

When call recording software is being used for the purpose of customer support, the multi-format compatibility that we covered earlier becomes paramount since you’ll be saving large volumes of calls on a daily basis — and thus should be able to save them as MP4 files.

Legal

Those in the legal division of your company will find call recording software rather useful since it can

later be used as evidence if a hostile party tries to change their story down the line. Having the original conversation of the complaint can be very helpful in lawsuits.

Lawyers also tend to use call recording software when giving out free consultation calls since it can be used as a reference of all the key information — something that’ll come in handy if they decide to take the client on. This saves clients from having to repeat themselves.

eCommerce

Call recording is useful in eCommerce contexts as well. While most online stores use Shopify and

other web-based platforms to process orders, there are still some merchants who take orders through phone calls.

Being able to record incoming orders and review them at a later date is imperative to providing good service. Whether it’s the quantity, color, size, or shipping address, the ability to playback these conversations will be useful and reduce the likelihood of human error.

HR

Human resources departments often utilize call recording software when dealing with employee

conflicts and other internal issues. Rather than having to burn work hours by bringing employees into their office, they can get these statements via call.

Having a tangible record of what each party said about the conflict will also be useful later in the resolution process since it will serve as a record of how the issue started, which parties were involved, and what course of action was originally sought.

Recordings used for HR purposes are often stored in the WAV file format since the volume isn’t very high and audio quality takes priority in this use case.

Considerations When Using Call Recording Software

There are quite a few things to consider when picking call recording software such as whether or not

you need a paid program that may be more expensive. Smaller teams may be able to get away with free options since their needs aren’t as intensive as a large company.

Corporations will find that free programs won’t suffice and will need to find enterprise options that are more suited to their needs. High-end call recording software can also help your company stay compliant with the latest regulations.

Compliance Considerations

For instance, PCI compliance regulations state that agents should be able to pause a recording while a

client is providing sensitive information. Free programs may not be able to provide this feature, thus paying a little bit more for a premium option will pay off in the long run.

If your company operates in the legal space then you should ensure that attorney-client privilege is maintained in accordance with local laws. Similarly, medical professionals will need to comply with the terms of HIPAA when recording calls with their patients.

Settle Disputes

While it may seem like there’s a lot of “red tape” involved when you use call recording software, it can

actually help you avoid legal challenges too.  For instance, if a customer tries to claim that your company stole their credit card information, the recording can prove otherwise.

In the eCommerce example that we covered above, call recordings can also help you win chargeback disputes since, assuming you took the order by call, you’ll have hard evidence that they did, in fact, request the items in question.

Cybersecurity Matters

When comparing call recording software, look into the encryption that the program uses. The software

should encrypt company data, the information provided by customers, and caller details to ensure that competitors can’t poach your client list.

The Voxida Encrypt module is the premier option for encrypting call recording since it is very secure and complies with various guidelines such as HIPPA and PCI among others.

The company that developed the software has worked with healthcare organizations, government institutes, and military divisions.

Find a call recording solution that makes releasing or destroying saved files easy since you may need to do so at the request of your customers in order to stay compliant with GDPR regulations.

Integrations Make Tools User-Friendly

Call recording software that ties into CRM platforms or is an integrated part of the platform makes it

easier to utilize the saved data for sales, marketing, and other internal purposes.

Ensure that the platform you go with is easy to use. If your employees need to spend days or weeks getting the hang of it then that’s time wasted that could be going to more productive tasks.

Intuitive programs will have a user-friendly interface and perhaps even a tutorial that comes up when you first run the program. Recording an instructional video on how to use the program is also a good idea as it will help employees get familiar as quickly as possible.

 

Top Call Recording Providers

PhoneWagon

5.0 Overall Score

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DialogTech

3.1 Overall Score

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CallRail

4.9 Overall Score

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CallCap

4.6 Overall Score

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CallTrackingMetrics

4.0 Overall Score

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Latest Call Recording Software Reviews
KA
Kaushal A.
March 14, 2018
5.0
Twilio
This is the best tool to be in touch with your customers via SMS marketing. I usually use this tool to send SMS notifications to my clients. -via...
JL
Jonny L.
September 27, 2017
5.0
WhatConverts
Alerts and a easy to use UX. A detailed report at the end of the month enables us to report to clients on the value of their website. traffic and user experience...
JS
John S.
May 24, 2017
5.0
PhoneWagon
So easy to use, cost effective, great customer service....can't beat it! I love that my clients are now able to put some hard statistics on the success we are...
JJ
Jack J.
March 17, 2017
4.8
CallRail
Ease of Use. Visual Display. Tracking. Customer Service An additional price point above basic would be nice. Maybe 4 or 5 tiers instead of 3 These guys know...