Call Recording

Every call captured, searchable, and compliance-ready.

Call Recording captures every voice interaction with configurable rules, secure cloud storage, and search tools that let you find any recording in seconds. Use recordings for training, dispute resolution, QA, and compliance — without the manual work of managing audio files.

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How It Works

Capture, store, review

Call begins and recording starts automatically based on configured policy

Recording is stored in encrypted cloud storage on call completion

Supervisors and QA teams search, access, and review recordings from the admin portal

Key Capabilities

Recording done right

Automatic recording by policy

Set recording rules once and the system handles everything from there. Recordings start automatically based on your policies — by queue, user group, call direction, or across all calls — with no manual action required by agents or supervisors.

Secure cloud storage

All recordings are stored in encrypted cloud storage with access restricted by role. Only authorised users can play back, download, or share recordings — protecting sensitive conversations from unauthorised access.

Search and filter recordings

Find any recording in seconds using filters for date, agent, duration, queue, or phone number. Search tools are designed for the reality of high-volume teams where locating a specific recording quickly is a regular operational task.

In-browser playback

Listen to recordings directly in the admin interface without needing to download audio files. In-browser playback includes timeline scrubbing so supervisors and QA teams can quickly jump to the relevant part of a call.

Agent and supervisor access

Recording access is governed by role-based permissions. Supervisors access all recordings in their scope; agents may be given access to their own calls for self-coaching. Permissions are configured in the admin portal.

Compliance controls

Pause-on-PCI functionality stops recording automatically during sensitive data entry — such as card number collection — and resumes when the sensitive section ends. Retention periods are configurable to meet archival requirements. Contact MCC to confirm specific compliance features available.

Business Benefits

What your team gains

Faster agent development through coaching

Supervisors can review real calls with agents rather than relying on memory or self-reporting, making coaching sessions more specific and actionable.

Dispute resolution with an evidence trail

When a customer disputes what was agreed, a call recording provides an immediate, reliable reference — protecting the business and the customer equally.

Compliance documentation without manual work

Automatic recording with configurable retention means your compliance record builds itself. Contact MCC to confirm recording controls available for your regulatory context.

Explore the platform

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FAQ

Frequently asked questions

Recording behaviour is configurable. You can record all calls, recording by queue, by user group, by call direction (inbound or outbound), or on demand. Contact MCC to confirm available recording policy options.

Retention periods are configurable. Contact MCC to confirm the retention options available and how they map to your archival or compliance requirements.

Access is role-based. Supervisors and admins have access to recordings within their configured scope. Agent access to their own calls can be enabled or restricted. Contact MCC to discuss access control options.

Yes. Pause-on-PCI functionality stops recording during sensitive data collection and resumes automatically when the sensitive section ends. Contact MCC to confirm this capability for your deployment.

Recordings are stored in encrypted cloud storage. Contact MCC to discuss specific encryption and data residency options available for your deployment.

MCC's AI Transcription feature converts calls to searchable text, allowing you to search recordings by keyword or phrase. This is a separate but complementary feature — see the AI Transcription page for details.

On the Record

Never lose another call to undocumented memory.

Capture, secure, and search every voice interaction automatically.