Call & Screen Recording — Capture Every Interaction, Protect Every Conversation
Call and screen recording captures the full context of customer interactions — agent voice, customer voice, desktop activity, and application navigation — providing the evidence trail required for compliance, the training material that improves quality, and the dispute resolution capability that protects your organization.
What RLM Delivers on Call & Screen Recording
Recording in modern contact centers extends well beyond simple voice capture. Screen recording ties agent desktop activity to the voice conversation. AI-powered transcription converts recordings to searchable text. Interaction analytics extracts topics, sentiment, and compliance violations automatically. PCI pause-and-resume protects payment card data. RLM advises on the recording architecture that meets your compliance requirements, supports your quality program, and integrates with your interaction analytics strategy.
How We Approach Call & Screen Recording
A structured path through the Call & Screen Recording decision — current-state discovery, shortlist and benchmark, commercial negotiation, then support until it is actually working.
Recording Coverage Assessment
We assess your current recording infrastructure — documenting coverage gaps (unrecorded call types, channels, or agent groups), storage architecture, retention policies, and the retrieval capabilities available for compliance and dispute resolution.
Compliance Recording Architecture
We design the recording architecture for your compliance obligations — PCI pause-and-resume for payment handling, HIPAA-compliant storage for healthcare, MiFID II / Dodd-Frank for financial services — ensuring recording coverage aligns with regulatory requirements.
Screen Recording & Desktop Capture
We evaluate and implement screen recording integrated with voice — capturing agent application usage in sync with the customer conversation to provide the full context required for quality evaluation and compliance.
AI Transcription & Search
We evaluate AI transcription platforms — Verint, Calabrio, NICE Uptivity, native CCaaS transcription — against your accuracy requirements, language support, and the search and analytics use cases that drive value from the recording library.
Call & Screen Recording Evaluation Criteria
Before committing to any Call & Screen Recording platform, these are the points worth forcing a straight answer on.
PCI Scope Management
PCI DSS requires that cardholder data not be captured in recordings. Evaluate PCI pause-and-resume reliability — including the edge cases where agents manually trigger pause and the automated pause triggered by IVA payment collection.
Multi-Site Recording Consistency
Recording gaps often occur at the edges — remote agents, BYOD environments, cloud voice endpoints. Evaluate recording coverage consistency across all agent deployment models.
Storage & Retrieval Costs
Recording storage costs scale with volume and retention period. Evaluate total storage costs, compression ratios, and the retrieval speed for recordings that may need to be produced in response to legal or regulatory requests.
AI Transcription Accuracy
Transcription accuracy varies by audio quality, accent, domain vocabulary, and background noise. Evaluate accuracy on recordings representative of your actual environment before committing to an AI transcription strategy.
Encryption & Access Control
Recordings contain sensitive customer data. Evaluate encryption at rest and in transit, role-based access controls, audit logging for recording access, and the deletion workflow for recordings subject to right-to-erasure requests.
"RLM helped us select and implement the right CCaaS platform in half the time it would have taken us on our own. Their vendor knowledge is unmatched — they knew exactly what questions to ask."
The benchmark comes first. Without a baseline, “savings” is just a number a vendor gave you.
Where This Matters Most
Sector-specific considerations we see repeatedly in customer experience engagements.
A Sample of the Customer Experience Providers We Evaluate
RLM is vendor neutral. These are among 600+ providers in our evaluation set — inclusion here is not an endorsement, and we are paid by the provider you choose, not by any provider in particular. How that works →
Thinking About Call & Screen Recording?
Talk to an RLM advisor who specializes in CX technology. We'll help you find the right solution for your business — without vendor bias.