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.
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.
A structured advisory process — from discovery and market evaluation to vendor selection and post-deployment optimization — tailored to your specific environment and objectives.
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.
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.
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.
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.
These are the dimensions that consistently separate successful CX deployments from costly ones — and the questions RLM will help you answer before any commitment.
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.
Recording gaps often occur at the edges — remote agents, BYOD environments, cloud voice endpoints. Evaluate recording coverage consistency across all agent deployment models.
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.
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.
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."
"We had a legacy premise system and 90 days to migrate. RLM built the plan, managed the vendors, and we hit the deadline with zero customer disruption."
Talk to an RLM advisor who specializes in CX technology. We'll help you find the right solution for your business — without vendor bias.