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Xima Software

Call Center Recording Software

Xima’s live call recording system for call centers provides valuable insights into your agent interactions.

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Key Features of Xima’s
Call Center Recording Software

Call Recording

You can automatically or manually record phone calls and even pause the recordings when customers share sensitive information, reducing potential risks.

Free Base Storage for Recordings

We give every customer free storage for your recordings based on the number of licenses, with the ability to buy more, allowing this solution to grow with your call center.

Compressed Recording

Efficient use of space due to our industry-leading compression lets your call center recording storage go further.

True Omni-Channel Recording

Capture interactions across all your communication channels, providing a unified view of customer experiences and ensuring consistent quality monitoring.

AI-Powered Search and Analytics

Quickly find specific calls and extract valuable insights with intelligent search and analytics, enabling data-driven decisions and performance optimization.

Enhanced Security Measures

Protect sensitive data with robust security protocols, including encryption and access controls, ensuring compliance and safeguarding customer information.

Streamlined Call Access and Cost-Efficient Storage

Our call center recording functionality provides cradle-to-grave visibility by capturing and storing voice call recordings, which can be viewed alongside other customer service channels in our consolidated reporting. This multi-channel insight helps improve customer satisfaction, streamline dispute resolution, and support compliance across the entire customer journey.

Our compression technology saves storage space, reducing costs for contact centers while maintaining recording quality and clarity.

5GB of Free Storage Per Agent

We give each call center agent 5GB of free storage and let customers buy additional storage based on the number of voice agents.

Elevate Call Center Performance with Comprehensive Call Recording

Leverage the power of live call recording and in-depth analysis to truly understand your contact center’s performance. With our call center recording software, you can focus on pain points when you have access to a call between an agent and a customer. Understanding how agents are performing can help you decide whether to implement additional Xima solutions, such as skills-based routing or speech analytics.

Xima Call Recording also ensures your organization remains compliant with regulations such as HIPAA and PCI.

Stored recordings offer convenient one-click start and pause features, as well as transcriptions of call audio to ensure you don’t miss a thing.

How Our Live Call Recording
Software Benefits Your Team

For Customers

Call Quality Control & Monitoring

Recorded calls ensure customers receive a consistently positive customer experience due to agent training and quality management measures taken on each call. Post-call summaries can allow agents and supervisors to review what went well, and where improvements can be made.

For Agents

Call Documentation & Dispute Resolution

Feel confident as an agent with Xima’s call center recording solution, knowing you can set call recording specifications and review every interaction. Feel protected against unfounded claims that service was subpar with stored recordings available at your fingertips.

Reviewing recorded calls allows agents to pinpoint opportunities to delight customers or upsell new products and services.

For Supervisors

Streamline Training & Compliance

Monitoring call quality allows supervisors to coach agent performance by listening to their calls and customer interactions. New hires can benefit from listening to call recordings to learn the best ways to handle calls, whether they’re examples of positive or negative experiences.

With customizable retention policies and pause functionality, you can easily manage contract and regulation compliance to ensure call recordings are not collecting sensitive or protected information from customers.

Give Call Center Managers The Tools They Need to Succeed

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Call Center Recording Software FAQs:

How quickly can I access stored recordings?

Our live agent recording ensures a seamless experience through Xima’s Cradle-to-Grave view, enabling users to effortlessly retrieve and analyze their recordings. Recordings are available a few minutes after the call has completed.

With just a few clicks, you can access a wealth of valuable data through Xima’s Cradle-to-Grave view, fostering seamless collaboration among team members. This accessibility not only enhances internal communication but also empowers your team to optimize the customer experience effectively.

What is call recording software?

Call recording software is a tool that captures and stores audio interactions between agents and customers, enabling businesses to review and analyze these conversations.

How secure is the data stored with Xima’s live agent call recording?

Our recordings are stored in Google’s cloud, which means it’s as secure as their servers. As far as sensitive information like bank account numbers, agents are able to pause recordings at any time during the call so we don’t record sensitive information like that.

Xima is also HIPAA and PCI compliant, ensuring your recordings are handle appropriately.

Why do contact centers use call recording software?

Contact centers use call recording software to monitor and improve agent performance, ensure compliance with regulations, and resolve customer disputes by providing a record of interactions.

Other Call Center Features From Xima

Want to see how you can round out your call center services with Xima? Complement Live Agent Call Recording with additional features we have available to call centers:

Give your customers the option to wait on a call, or receive a callback when an agent is available. Call queue software answers calls in the order they’re received, and gives the option for customers to leave their phone numbers for a callback.

Utilize your key resources more efficiently in your contact center with skills-based routing. Get the right agent on the right call, every time.

Enable customers to find what they need without speaking to an agent by using interactive voice response (IVR). Sometimes it just takes a few prompts at the start of the call to determine which agent the customer needs to speak with.

Let’s face it; sometimes a customer doesn’t have time to call in. Web Chat allows them to get the answers they need with a few clicks of a mouse.

Keep track of email and text message communications from customers with Xima’s help.

Understand customer behavior on your social media channels, and keep track of all inbound inquiries without any of them slipping through the cracks.

What People Have To Say About Our Call Center Recording Software

I have been in this business over 40 years and I seldom run across a company that has an excellent product and incredible support. YOU are one of those companies!
Pat RussellTween Waters
ACO, paired with Xima, makes a really stellar phone system that has not only the stability that we need when we need it, but also the true functionality of a call center phone system that has also the ease of use for its end-users.
Anthony CifaniIT Systems Manager of Teoma Systems
We had looked at numerous reporting packages, and some had features that we wanted, while others did not. But when it came down to Xima, it was the perfect solution. It had the features that we wanted at the price we were looking for.
RMA Of Texas
Xima provided us the ability to not only monitor calls but also to run different custom reports. Running reports, displaying and sending those reports in different formats from within the solution itself is remarkable.
Manny SinghSystems Administrator of The Arthritis Society
Xima Contact Center

Try Xima yourself. Schedule a demo today.

Whether you’re a reseller, end user, or just a little curious, the Xima Suite has something to fulfill your business needs.

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Feature Release Webinar

Join us for an exclusive webinar as we dive into our latest product releases for IVR, MMS Messaging, and our Social Media Integration.

  • IVR (Interactive Voice Response)

  • MMS Messaging

  • Social Media Integration

Register Now

Thursday, September 12, 2024 | 11:00AM ET