Stop patching call recordings together and take control of your call records
Imagine a note-taker who joins a critical meeting ten minutes late. They miss the opening, so their notes have gaps. And, as we all know, the missing ten minutes are always the ones someone asks about later.
Recording built into a UCaaS or CCaaS platform works that way. It starts after the platform has already picked up the call. Anything that happened before that is missing from the record.
Where the gaps come from:
- Failovers mean missed recordings. When a failover happens, portions of the call can be missed altogether.
- Recording begins after the call reaches the platform. Recording bundled into a platform license means you miss anything integrated ahead of it, such as an interactive voice response (IVR) menu, a routing step, or a transfer from another system.
- Virtual agents split the record. When a virtual agent takes the call first, one conversation produces two sets of files.
- Your team has to stitch pieces of the call together. Someone builds and maintains the pipelines that join those pieces into one transcript.
These gaps are hard to explain. If a customer disputes what happened, a recording starts late, or a failover means you miss part of the call, you can’t fill in what’s missing. For regulated industries such as finance, the stakes are even higher when you’re expected to keep complete records of required calls.
Capture audio at the carrier layer
Bandwidth owns and operates the network that carries your calls, so we capture from the first ring. No matter how many IVRs, transfers, or agent handoffs you have on the Bandwidth network, you get one continuous call record.
The core functionality includes:
- Recording: Capture calls on the network, before they reach your platform, so the record starts at the first ring.
- Transcription: Get a written record of each recorded call. Read it in the Bandwidth App or pull it through our API.
- SI Redaction: Advanced AI masks standard Personally Identifiable Information (PII) in audio and transcripts, to help keep sensitive information out of reach.
Fewer vendors to manage
Every recording or transcription add-on to your tech stack brings another contract, another integration, and another support path. Every new vendor is another place your call data, and customer PII, lives.
With Call Intelligence, you get Recording, Transcription, and the power of Super Intelligence in SI Redaction from the vendor and network you already use. Your call records are designed to remain continuous across platforms.
You set your standards. We build the tools to help you meet them.
Every enterprise has its own policies. No tool makes a business compliant on its own–customers are responsible for obtaining any required consent for call recording under applicable law–but Call Intelligence gives you the tools to meet your own compliance standards and obligations and the flexibility to provision those tools to best fit your business needs.
Recording, Transcription, and SI Redaction run on one network, under one contract, from a vendor you already trust.
For contact center leaders, here’s what it means for your team:
- Your quality assurance team can review the full call, including IVR and transfers.
- Capture doesn’t depend on which CCaaS license you hold.
- Reviewers work from redacted audio and transcripts, so sensitive data reaches fewer systems and fewer people.
- When an audit request comes, the recording and transcript are already on file.
Take action on your data
An agent skips a mandatory disclosure. A rep makes an unapproved guarantee. QA catches these violations hours or days later, well after the damage is done. Our Policy Monitoring Agent and Call Summaries surface issues sooner, so reviewers start with the calls that matter most.
The Policy Monitoring Agent is built to check calls against your policies and flag the ones that need attention. Call Summaries will show what was flagged and what was redacted. Alerts go to the people you choose, so reviewers can start with the calls that matter most and address concerns faster.
Stop stitching call recordings together and take full control of your hidden call data. Call Intelligence bridges the gaps at the carrier layer, making your records easier to manage and act on than ever.
Ready to simplify your call records?
Talk to a Bandwidth expert to see how Call Intelligence fits your network.
